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 so we can rectify the issue. You have 14 days 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.
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.