StoreFrontControl← Back to shop1. Contact us first
Email sfcgq@proton.me with your name, order reference, the affected product and what went wrong. Please do not send a product back until we provide return instructions.
2. Change-of-mind cancellations
For eligible standard products purchased online, consumers may tell us they wish to cancel within 14 days after receiving the goods, then return them within a further 14 days. Goods should be returned complete and handled only as reasonably necessary to inspect them. We may reduce a refund where handling has diminished the value.
3. Customised and programmed products
The statutory change-of-mind cancellation right does not normally apply to goods made to your specification or clearly personalised. This may include products that have already been programmed to your unique destination, custom printed, branded or manufactured for a particular rollout. If you contact us before customisation begins, we will try to stop the order and refund any amount not already reasonably committed.
4. Faulty, damaged or incorrect goods
Customisation never removes your rights where goods are faulty, misdescribed or do not match the agreed specification. Consumers generally have a 30-day short-term right to reject faulty goods. Depending on the circumstances and timing, you may be entitled to a refund, repair or replacement.
If we programmed the wrong destination compared with the information you supplied and we confirmed, we will correct or replace the affected product without charge. If the destination supplied or approved by you was wrong, reprogramming or replacement may be chargeable.
5. Return costs
We will cover reasonable return costs for faulty, damaged, misdescribed or incorrectly supplied goods. For an eligible change-of-mind return, you are responsible for the direct return cost unless we agree otherwise. Use a tracked service and retain proof of postage.
6. Refund timing
Approved refunds are issued to the original payment method. For change-of-mind returns, we will refund within 14 days after receiving the goods back or receiving acceptable evidence that they were sent, subject to any lawful deduction. Standard outbound delivery is refunded where required by law; premium delivery upgrades are not.
7. Business orders
Statutory consumer cancellation rules do not apply to purchases made wholly or mainly for business purposes. Business returns, cancellations and replacements are governed by the agreed quotation and these terms, without affecting remedies for faulty or misdescribed goods.