Refund policy

Personalised and made-to-order items

Most of our products are personalised or made to your specification. Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to these items, so we cannot accept returns or refunds for a change of mind. Please check names, spellings, dates and any proof carefully before you approve them.

If you need to change or cancel a personalised order, email us within 2 hours of ordering. We will do our best to help if we have not started making it yet.

Items that are not personalised

For items that are not personalised (for example ink pads or refill ink sold on their own), you can cancel within 30 days of delivery. Email us first, then send the item back unused and in its original condition. Return postage is paid by you unless the item is faulty. We refund you within 14 days of receiving the item back.

Faulty, damaged or incorrect items

This applies to all orders, including personalised items. If your item arrives faulty or damaged, or does not match the details you gave us or the proof you approved, please email us within 30 days of delivery with your order number and a photo. We will remake or replace the item, or give you a full refund. If we ask you to send the item back, we will cover the return postage.

How to contact us

Email sugargeckoltd@gmail.com with your order number. Please contact us before sending anything back, and we will reply with the return details.

Refunds

Refunds go back to your original payment method. Your bank may take a few days to show the refund.

Your statutory rights under the Consumer Rights Act 2015 are not affected.