Refund and Returns Policy

Personalised Stories   website

Refund and Returns Policy

 These terms and conditions were last updated on 28th September 2017

7. Cancellation Rights, Returns and Refunds 

7.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you do not have a right to cancel your purchase. (This is due to the products being personalised to your specifications.)

7.2 No right of refund or return exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once you have used your product, unless the product is defective and you are returning it for this reason.

7.3 If the product is found to be damaged or faulty contact Personalised Stories by telephone, email or post. Personalised Stories will dispatch a new one and provide a refund of postage costs incurred by you in order to return it.

7.4 If the product was incorrectly supplied or if we have made a mistake in fulfilling your order, a replacement product will be dispatched after checks have been made which may require you to return the faulty product. All postal costs incurred will be refunded should you be required to return the faulty product.

 7.5 Please observe the following procedure for all returns to us:

7.6 Enclose a piece of paper, include your order or invoice number and the reason for the return.

7.7 If you are returning your product because it is defective, please state the defect or defects.

7.8 You should ensure that the returned product is adequately packed for shipment back to us.

7.9 Unless the product purchased is stated by us on our website as qualifying for free returns you are responsible for paying any postage or shipping costs incurred when returning the product.

7.10 We recommend that all returns be sent by Royal Mail post and a certificate/proof of posting is obtained.

7.11 We will not issue refunds for any items lost or stolen in transit to us.

7.12 Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

7.13 If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection may be passed on to you.

7.14 When requested by us products should be returned promptly by customers to our address listed at the end of these terms and conditions. 

7.15 Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving written notification of your intention to return the product. Where we have not actually received the returned item we will need proof of actual postage prior to issuing a refund.

7.16 We will refund the cost of postage incurred returning a product, if incorrectly sent by us. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.

8. Customer Complaints 

We endeavour to respond to all customer complaints or queries within five working days. 

9. Faulty Products 

9.1 Where you experience a fault with a product it can be returned to us subject to our returns policy above.

9.2 Where any goods are found to be defective we will offer a replacement item as soon as reasonably possible and within 30 days of being notified of the defect or we will issue a full refund in accordance with the Consumer Rights Act 2015. Where a refund is offered and accepted by you it will be made within 14 working days of receiving your acceptance of a refund.

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