Returns Policy Summary
Return window: 30 days from delivery for faulty, damaged or incorrectly manufactured items.
Change-of-mind returns: Not accepted, because our funeral stationery is personalised and printed to order.
Condition of returned items: Returned items must be unused. We cannot accept returns for items that have been used, distributed, written on, damaged after delivery, or kept after the funeral service.
Faulty, damaged or incorrectly manufactured items: If there is a manufacturing fault, damage in transit, or we have printed something incorrectly, please contact us as soon as possible. We may ask for clear photos first so we can resolve the issue quickly.
Return method: Returns are by post if a physical return is required.
Return cost: If we ask you to return a faulty, damaged or incorrectly manufactured item, we will cover reasonable return postage costs.
Refund method: Refunds are issued to the original payment method where a refund is agreed.
Restocking fee: No restocking fee applies to approved faulty, damaged or incorrectly manufactured item returns.
Important: Please contact us as soon as you notice a problem, ideally before the funeral service, so we can arrange a reprint, replacement or refund where appropriate.
Important: Time-Sensitive Reporting Because our products are created for specific dated events (funerals), time is of the essence. You must inspect your order immediately upon delivery.
1. Personalized Goods Exception
As our products are personalised and printed to order, they are exempt from change-of-mind returns under the Consumer Rights Act 2015. However, we offer a full 30-day return and refund window for any manufacturing faults — see Section 3 below
2. Customer Responsibility (What is NOT covered)
We print directly from your design. A refund or free reprint will not be offered for errors that originate in the source material, including:
- Spelling, punctuation, or grammatical errors in the text you provided.
- Low-resolution images or photos that print poorly due to the quality of the original file.
- User design errors (e.g., wrong dates, layout choices, or color mismatches caused by screen calibration).
3. Our “Reprint First” Guarantee (Manufacturing Faults)
If your order contains a manufacturing defect (e.g., binding failure, damaged paper, or a printing error caused by our machinery):
- Primary Resolution: We will reprint and rush a replacement to you immediately at no cost.
- Notification Required: You must notify us at
[email protected]immediately (ideally within 24 hours) of delivery so we can rectify the issue before the funeral.
4. Refunds (Conditional)
A refund will only be offered at our discretion if:
- We are unable to reprint or replace the defective items in time for the funeral service (provided you notified us immediately).
- We verify that the error was a manufacturing fault and not a customer data error.
Please Note:
- Late Reporting: If you report a manufacturing error after the funeral service has taken place, or too late for us to reprint, we may be unable to offer a full refund as the opportunity to rectify the issue was missed.
- Product Usage: Distributing or using the products constitutes acceptance of the goods. We cannot refund items that have been used.
5. Statutory Rights & Acceptance of Goods
This policy is in accordance with the Consumer Rights Act 2015.
Time-Sensitive Notification: While the law allows 30 days for faults, you must give us a reasonable opportunity to repair or replace the goods before you need to use them. If you fail to inspect the goods upon delivery and do not notify us of a fault until after the funeral service, we are unable to offer a remedy (reprint) or a refund, as the goods were effectively accepted by your failure to report the issue in time for a resolution.
Right to Reject Faulty Goods: You have a statutory right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described, within 30 days of delivery. If a return is required for these specific reasons, we will cover the return postage costs.
Fitness for Purpose (Conformity): Because our products are printed to your specification, “Fitness for Purpose” is defined by the artwork or data you provide. If the printed product matches the file or proof you approved, it is legally deemed fit for purpose and as described, regardless of any spelling, date, or design errors contained within your original file.
Acceptance of Goods: Under the Act, you are deemed to have “accepted” the goods if you use them or do something inconsistent with our ownership. Distributing the Order of Service sheets at a funeral constitutes full acceptance of the goods. Once the goods have been accepted/used, you lose the right to reject them for a full refund, even if a fault is later discovered.
