Returns & Exchanges
Mistakes and Typing Errors
All personalisation is taken directly from the invoice, generated by the website.
We ask that all spelling and grammar is checked before placing the order, as this is what we use when designing your products.
Any mistakes made on the invoice, which have not been bought to our attention will have a further cost incurred to replace the item - up to the full cost of the item, including the extra postage price. This charge is at our discretion, depending on work involved to rectify your order.
In a situation where Spencer-Brookes Designs have made a spelling error, we will replace the item at no extra cost.
Spencer-Brookes Designs will not be responsible for 'customer errors'.
Please check that your address details are correct before submitting your order. We hold no responsibility if your address details are incorrect, and as a result, your the parcel isn't delivered to you.
In all instances of this situation, no refunds will be given, and a new order will need to be placed at your cost for replacement items.
Refunds will not be provided on items that have been customised unless faulty. This is in accordance to the Distance Selling Regulations.
Damaged & Faulty Items
Orders are checked before being dispatched and are packaged well to avoid damage during transit, however, we are only human and occasionally mistakes do happen.
If your order is damaged or faulty when you receive it please notify us as soon as possible so we can rectify the issue. You have a maximum of 14 calendar days after date of dispatch to do this, after which we are not responsible.
If orders are damaged in transit, we request that you send us a photo of both the item in the state it arrived and the packaging it arrived in. This enables a much faster resolution.
All replacement products and/or parts are submitted to our shop team as a replacement item request under the above mentioned terms.
We aim to process all replacement item requests within three working days, however this may be longer during busy periods.
All replacements are shipped via Royal Mail 2nd class standard only. If you wish to upgrade this to 1st class, or a tracked service, we can send you an invoice for this at time of processing your replacement request.
Distance Selling Regulations
In line with the Distance Selling Regulations you have a fourteen day cooling off period after receiving your order.
PLEASE NOTE: This does not apply to personalised items, which cannot be returned unless broken/faulty.
How to Return Your Item
The customer must contact Spencer-Brookes Designs in the first instance to arrange the return of the items. This can be done via our Contact Us page.
When returning an item these conditions must be met:
- Contact us BEFORE you send the item back
- Items must be in an as new condition. With acrylic items, all films must still be intact
- Items are your responsibility until they arrive on our premises
- Proof of postage must be obtained when the package is returned
A refund for the product price will be initiated once we have received the returned goods, and confirmed that they meet the above specifications. The original delivery charge will not be refunded and the customer will be responsible for the delivery cost for returning the items.