Refund policy

Refunds & Returns Policy

All of our products are personalised and made to order. Because of this, we do not accept returns, cancellations, or exchanges for change of mind once you have approved your personalised design, and we do not accept returns on unwanted items. Personalised and custom-made goods are generally exempt from the usual cancellation rights for online sales under UK law. This means you will not benefit from the 14-day right to cancel, because the goods are made to your specifications or clearly personalised (Consumer Contracts Regulations 2013, reg. 28).

If there is a problem with your order because we made a mistake, or if the item arrives faulty, damaged, or not as described, please contact us within 30 days of delivery at contact@123custom.co.uk. Please include your order number and clear photos of the issue so we can review it quickly.

If we confirm that we made an error, or that the item is faulty, damaged, or incorrect, we will put it right. For 30 days from delivery you have the short-term right to reject the goods and receive a full refund to your original payment method — we will not offer you a credit note or a partial refund instead, though you are welcome to choose a replacement or store credit if you would prefer one. After 30 days you are entitled to a repair or replacement, and to a price reduction or refund if that is impossible or fails. UK consumers keep their rights for faulty or misdescribed goods even where products are personalised.

Approved returns, where required, must be sent to: 240 Hendon Way, London NW4 3NL, United Kingdom. Items must not be sent back without contacting us first.

Refunds are issued to your original payment method without undue delay and in any event within 14 days of the day we agree you are entitled to one, as required by the Consumer Rights Act 2015. We never charge a fee or make a deduction for processing a refund. We pay the cost of returning faulty, damaged or incorrect goods — we will send you a prepaid label or reimburse your reasonable postage. Please contact us before sending anything back.

None of the above affects your statutory rights. We are under a legal duty to supply goods that conform to this contract. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty, damaged or misdescribed goods for a full refund, and rights to repair, replacement or a price reduction after that. Where a fault originates in material you supplied to us — for example a low-resolution photograph or a spelling in text you provided — that is not a fault in the goods.

Questions or complaints: contact@123custom.co.uk or 020 8090 5094. 123custom is the trading name of Acheinu Limited (registered charity 1131948, company 06868489), 240 Hendon Way, London NW4 3NL.