Refund policy
Returns & Refund Policy
This policy applies to customers within the United Kingdom and complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If you have any questions or concerns, please contact us at pypoguk@gmail.com and we will do our best to resolve any issues fairly and quickly.
Contact Information
Email: pypoguk@gmail.com
Return address:
(address here – email for the address)
Please do not return any items without contacting us first.
Right to Cancel – Non-Personalised Items
If you purchase a non-personalised item, you have the legal right to cancel your order within 14 calendar days of receiving it for any reason.
To exercise your right to cancel, you must contact us by email at pypoguk@gmail.com within 14 days of delivery.
Once you notify us of cancellation, you then have a further 14 days to return the item.
Return Conditions
To be eligible for a return:
• The item must be unused and in the same condition you received it
• Items should be returned in their original packaging where possible
• Proof of purchase or order confirmation is required
Customers are responsible for return postage costs for change-of-mind returns.
We strongly recommend using a tracked postal service, as we cannot accept responsibility for items lost during return transit.
We reserve the right to reduce the refund amount if an item shows signs of excessive handling or use beyond what would reasonably be expected when inspecting goods.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to the original payment method.
Refunds will include:
• The purchase price of the item
• The basic standard delivery cost paid at checkout
If you selected an upgraded or express delivery option, only the standard delivery cost will be refunded.
Refunds will be processed within 14 calendar days of:
• Receiving the returned item, or
• Receiving proof that the item has been returned, whichever is earlier
Please note that banks and card providers may take additional time to process refunds.
Personalised & Custom-Made Items
Personalised, custom-made, or made-to-order items cannot be cancelled or returned unless they are faulty, damaged, or incorrect.
Please ensure all spelling, dates, photos, addresses, and personalisation details are entered correctly before placing your order.
We are not responsible for customer errors submitted during the ordering process.
This exclusion is in accordance with the Consumer Contracts Regulations 2013.
Digital Products
Digital downloads and electronically delivered products are non-refundable once accessed, downloaded, or emailed unless faulty or not as described. We do not sell digital products on our website but we provide free downloads.
Faulty, Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, faulty, defective, or incorrect, please contact us at pypoguk@gmail.com within 30 days of delivery.
Please include:
• Your order number
• A description of the issue
• Clear photographs where applicable
Depending on the issue, you may be offered:
• A replacement
• A repair
• A partial refund
• A full refund
Where applicable, we will also refund reasonable return postage costs.
Under the Consumer Rights Act 2015, customers may have rights in relation to faulty goods for up to six months after delivery, and in some cases longer.
Evidence Requirements
To help us investigate claims for damaged, faulty, missing, incorrect, or non-delivered items, customers may be asked to provide clear photographs of:
• The item received
• The packaging
• Any visible damage
• Shipping labels where applicable
We reserve the right to request additional evidence where photographs appear digitally altered, AI-generated, heavily edited, inconsistent, or do not clearly show the issue being reported. We may ask for item to be returned do not dispose unless we say to.
Claims may be declined where sufficient genuine evidence is not provided.
Fraudulent claims may be reported to the relevant platform, payment provider, courier, or authorities where appropriate.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please contact us to arrange a return for the eligible item (where applicable) and place a new order separately.
Sale Items & Gift Cards
Sale items and gift cards are non-refundable unless faulty or required by law.
Delivery & Lost Parcels
Orders will be sent to the delivery address provided at checkout. Please ensure your address details are correct before completing your order.
A parcel will be considered delivered when tracking confirms successful delivery to the address provided, or to a safe place or neighbour selected through your delivery preferences.
If you nominate a safe place or neighbour, you accept responsibility for parcels once delivery has been completed according to those instructions.
If tracking shows delivery to an incorrect address, please contact us immediately so we can investigate with the courier.
If your parcel has not arrived and tracking does not confirm delivery, please contact us within 14 working days of the expected delivery date so that we can begin an investigation.
If a parcel is confirmed as lost by the courier, we will offer either:
• A replacement
• A full refund
We are not responsible for delays caused by couriers, customs, weather conditions, strikes, or circumstances outside our control, although we will always do our best to help resolve delivery issues.
European Union Customers
We currently do not sell to customers within the European Union or Northern Ireland.
Data Protection
We will only discuss order details with the original purchaser or their authorised representative in accordance with UK GDPR and data protection laws.