Refund policy
Last updated: 26 January 2026
At My Custom Prints Limited, we want you to be completely satisfied with your purchase. This policy explains your rights regarding returns and refunds for both customised and non-customised products, in accordance with UK, EU, and US consumer protection laws.
1. Important: Customised Products Cannot Be Returned
1.1. No Returns on Customised Items: Due to the personalised nature of our products, items that have been customised with your designs, logos, text, or images cannot be returned or refunded unless they are faulty, damaged, or we have made an error in production.
1.2. This exemption is provided under:
- UK: Consumer Contracts Regulations 2013
- EU: Article 16(c) of the Consumer Rights Directive (2011/83/EU)
- US: Customised goods are generally excluded from standard return policies
1.3. Please review your order carefully before purchase. We are not responsible for spelling errors, design placement issues, or colour variations if you approved the customisation.
2. Returns for Non-Customised Products
2.1. UK Customers (Consumer Contracts Regulations 2013)
You have the right to cancel your order for non-customised products within 14 days of receiving the goods without giving a reason.
How to return:
- Contact us at info@mycustom-prints.com within 14 days of receipt
- State that you wish to cancel and return the item
- We will provide return instructions
- Return the item within 14 days of notifying us
- Items must be unused, in original condition, and in original packaging
Return shipping costs: You are responsible for the cost of return postage unless the item is faulty or we made an error.
2.2. EU Customers (Consumer Rights Directive 2011/83/EU)
You have the right to withdraw from your purchase of non-customised products within 14 days of receiving the goods without giving a reason.
How to return:
- Contact us at info@mycustom-prints.com within 14 days of receipt
- Inform us of your decision to withdraw
- We will provide return instructions
- Return the item within 14 days of notification
- Items must be unused, in original condition, and in original packaging
Return shipping costs: You are responsible for the cost of return postage unless the item is faulty or we made an error.
2.3. US Customers
You may return non-customised products within 14 days of receipt for a refund.
How to return:
- Contact us at info@mycustom-prints.com within 14 days of receipt
- Request a return authorization
- We will provide return instructions
- Items must be unused, in original condition, and in original packaging
Return shipping costs: You are responsible for the cost of return postage unless the item is defective or we made an error.
3. Faulty, Damaged, or Incorrect Items
3.1. Reporting Faulty Items - IMPORTANT TIMEFRAMES
You must contact us within 14 days of receiving your order if you believe an item is faulty, damaged, or not as described.
Why report within 14 days?
- This allows us to quickly investigate and resolve the issue
- It provides clear evidence that the fault existed upon delivery
- After 14 days, you may be required to provide proof that the fault existed at the time of delivery
Claims Made After 14 Days:
If you contact us more than 14 days after receiving your order claiming the item was faulty upon delivery, you will be required to provide evidence that the fault existed when you received the item. This may include:
- Photographs taken at the time of delivery showing the fault
- Dated evidence of the defect
- Independent assessment or expert opinion
We do not offer refunds or replacements for claims made after 14 days unless you can demonstrate the fault existed at delivery.
3.2. Your Statutory Rights for Faulty Goods
Your statutory consumer rights are not affected by our 14-day reporting requirement. However, the burden of proof changes over time:
UK Customers (Consumer Rights Act 2015):
- First 30 days: Full refund if goods are faulty
- 30 days to 6 months: Repair or replacement (refund if not possible)
- After 6 months: You must prove the fault existed at delivery
- Up to 6 years: You can report faults that existed at purchase (proof required)
EU Customers (Consumer Rights Directive):
- First 6 months: Presumed the fault existed at delivery
- After 6 months: You must prove the fault existed at delivery
- Up to 2 years: Legal guarantee period for faulty goods
US Customers:
- Implied warranty of merchantability applies
- You must report defects within a reasonable time
- Specific timeframes vary by state law
3.3. How to Report a Faulty, Damaged, or Incorrect Item
If your item arrives faulty, damaged, or not as described, please contact us within 14 days of receipt at info@mycustom-prints.com with:
1. Your order number
2. Clear photographs showing:
- The fault or damage
- The product packaging (if damaged in transit)
- The entire product
3. A detailed description of the issue
4. Date you received the order
We will review your claim and respond within 1-2 business days.
3.4. Resolution for Faulty Items
If we determine the item is faulty, damaged, or incorrect, we will offer:
- A free replacement product, or
- A full refund (including original shipping costs)
We will provide a prepaid return label or reimburse return shipping costs for verified faulty items.
4. Items NOT Eligible for Return or Refund
We cannot accept returns or offer refunds for:
- Customised or personalised products (unless faulty or incorrect)
- Items returned after the 14-day return period
- Items that have been used, worn, washed, or damaged by the customer
- Items returned without original packaging or tags
- Items not in their original, resalable condition
- Claims of faults made after 14 days without proof the fault existed at delivery
5. Return Process and Instructions
5.1. DO NOT Return Items to Our Registered Office Address
IMPORTANT: Do not send returns to 115 East Acton Lane, London, W3 7HB. This is our registered office address, not a returns warehouse.
You must contact us first at info@mycustom-prints.com before returning any item. We will provide you with specific return instructions and the correct return address.
5.2. Return Authorization Required
All returns require prior authorization. Unauthorized returns will not be accepted or refunded.
Steps to return an item:
1. Contact us at info@mycustom-prints.com within 14 days of receipt
2. Provide your order number and reason for return
3. Wait for our return authorization and instructions
4. Package the item securely in its original packaging
5. Send to the address provided in our return authorization
6. Keep your return shipping receipt and tracking number
5.3. Return Shipping Responsibility
Non-customised items (change of mind): You pay return shipping costs
Faulty, damaged, or incorrect items: We pay return shipping costs (prepaid label provided or reimbursement)
We recommend using a tracked shipping service. We are not responsible for items lost in return transit.
6. Refund Process
6.1. Refund Method
All refunds will be issued to the original payment method used at checkout.
6.2. Refund Timeframe
For non-customised returns: We will process your refund within 14 days of receiving the returned item in acceptable condition.
For faulty items: We will process your refund within 14 days of approving your claim (you may not need to return the item in some cases).
Payment processing time: Once we issue the refund, it may take 3-10 business days for the funds to appear in your account, depending on your bank or payment provider.
6.3. What Will Be Refunded
Non-customised returns (change of mind):
- Product price only
- Original shipping costs are NOT refunded
- Return shipping costs are your responsibility
Faulty, damaged, or incorrect items:
- Full product price
- Original shipping costs
- Return shipping costs (prepaid label or reimbursement)
6.4. Partial Refunds
Partial refunds may be issued if:
- The item is not in its original condition
- The item is damaged due to customer use
- The item is missing parts or accessories
- The return is made after the 14-day period (at our discretion)
7. Exchanges
7.1. We do not offer direct exchanges.
7.2. If you wish to exchange an item, you must return the original item for a refund (subject to our return policy) and place a new order.
7.3. For faulty items, we will offer a replacement of the same product or a refund.
8. Cancelling Your Order Before Dispatch
8.1. You may cancel your order before production begins by contacting us immediately at info@mycustom-prints.com.
8.2. Once production has started (typically within 1-3 business days), customised orders cannot be cancelled.
8.3. If your order has not yet entered production, we will issue a full refund.
9. Contact Us About Returns
If you have any questions about returns or refunds, or need to initiate a return, please contact us:
MY CUSTOM PRINTS LIMITED
- Email: info@mycustom-prints.com
- Company Number: 16978304
Please include your order number in all correspondence.
We aim to respond to all return requests within 1-2 business days.
10. Your Consumer Rights
This Returns and Refund Policy does not affect your statutory consumer rights under:
- UK: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013
- EU: Consumer Rights Directive (2011/83/EU) and Sales of Goods Directive
- US: Applicable federal and state consumer protection laws
If you believe your consumer rights have not been respected, you may contact your local consumer protection authority or trading standards office.