Refund policy
Returns & Refunds Policy
Personalised items
Personalised items are made to order just for you. For that reason, we can't accept returns or give refunds if you change your mind, order the wrong size or colour, or make a mistake in the personalisation details you send us (such as spelling, names, dates or wording). Please check all your personalisation details carefully before you place your order.
Non-personalised items
If you ordered a ready-designed item that wasn't personalised for you, you can cancel within 14 days of delivery by emailing info@excudotrade.co.uk. Please return the item unused within 14 days of telling us. You pay the return postage unless the item is faulty or we sent the wrong item. We'll refund the item price and standard delivery cost within 14 days of receiving it back.
When we will offer a refund or replacement
We'll offer a free replacement or a full refund if:
- your item arrives broken, damaged or faulty
- we made a mistake, for example a spelling error that wasn't in your order, the wrong design, or the wrong item sent
Reporting a problem
Please check your order as soon as it arrives. If something is wrong, contact us within 30 days of delivery at info@excudotrade.co.uk and include:
- your order number
- a short description of the problem
- clear photos of the item and the packaging
We'll look at the problem and tell you what happens next. If we need the item back, we'll send you a prepaid return label and instructions. Please don't send items back without contacting us first, because we can't accept returns we weren't expecting.
Returns address (only if we ask you to use it):
Excudo Trade Ltd, 45 Dudley Road, Rowley Regis, B65 8JH, United Kingdom
Refunds
Once we've approved your claim, and received the item if we asked for it back, we'll refund you to your original payment method within 10 business days. Your bank or card provider may take a little longer to show the refund. If 15 business days have passed since we approved your refund and you still haven't received it, please contact us at info@excudotrade.co.uk.
Exchanges
Because personalised items are made just for you, we can't exchange them for a different design, size or personalisation. If an item is faulty or we made a mistake, we'll remake it free of charge.
Your statutory rights
This policy does not affect your legal rights under the Consumer Rights Act 2015.
Questions
If you have a question before or after ordering, email us at info@excudotrade.co.uk or use our contact form. We're happy to help.