Returns & Refunds Policy | By Design UK
Our Returns & Refunds Policy
Clear, fair and in line with UK consumer law. Here's exactly what's covered, what isn't and how to get help if something goes wrong.
✓ We Will Replace or Refund
- Items that arrive damaged or broken
- Items with significant print defects
- Wrong item sent
- Orders lost in transit (confirmed)
- Digital files that are corrupted or incomplete
✗ We Cannot Accept Returns For
- Change of mind (made-to-order items)
- Incorrect size selected by the buyer
- Slight colour variations from screen display
- Digital downloads once accessed
- Items reported after 14 days of delivery
Why We Don't Accept Change of Mind Returns
Every product is printed fresh specifically for your order — we don't hold pre-printed stock. Because each item is made to order on demand, we're unable to accept returns for change of mind or incorrect size selection.
This is in accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which states the 14-day cancellation right does not apply to goods made to the consumer's specifications or clearly personalised. Print-on-demand products fall under this exemption.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or significantly different from the listing, we will resolve it immediately at no cost to you.
Contact Us Within 14 Days
Email info@bydesignuk.co.uk or use our Contact Us form. Include your order number.
Send a Clear Photo
Attach a clear, well-lit photo of the issue. This allows us to identify the problem and raise a replacement with our print partner without delay.
We Resolve It Fast
We'll arrange a free replacement or full refund — your choice. Replacements dispatched within 5–7 business days. Refunds processed within 5–10 business days.
Cancellations
You may cancel within 12 hours of placing your order, before production begins. Email info@bydesignuk.co.uk immediately with your order number. After 12 hours, production will have begun and we're unable to cancel.
Digital Downloads
Digital products are delivered instantly and cannot be returned. If your file is corrupted, incomplete or significantly not as described, contact us within 14 days and we'll resolve it immediately.
Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. You have the right to a repair, replacement or refund if goods are faulty, not as described, or not fit for purpose. For more information visit Citizens Advice or GOV.UK consumer protection.
Need to Report an Issue?
Contact us within 14 days with your order number and a photo. We'll resolve it quickly.
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