Refunds Policy

Overview

We take pride in creating customised products tailored specifically to your requirements. Due to the personalised nature of these items, our refunds policy differs from our standard product policy.

Non-Refundable Customised Products

All customised, personalised, or made-to-order products are non-refundable and non-exchangeable once production has commenced. This includes but is not limited to items that have been:

• Personalised with names, initials, or custom text
• Made to your specific measurements or specifications
• Created in custom colours, designs, or configurations
• Produced specifically for your order

By placing an order for a customised product, you acknowledge and accept that the item cannot be returned for a refund simply due to a change of mind.

Exceptions

We will gladly offer a refund, replacement, or store credit in the following circumstances:

Manufacturing Defects

If your customised product arrives with a manufacturing defect or fault that affects its function or appearance, please contact us within 5 days of receiving your item. We will assess the issue and provide an appropriate remedy at no additional cost to you.

Our Error

If we have made an error in producing your customised product (such as incorrect spelling, wrong design, or incorrect specifications that do not match your approved order), we will either:

• Remake the product at no charge, or
• Provide a full refund

Damaged in Transit

If your item arrives damaged due to shipping, please contact us within 48 hours of delivery with photographic evidence. We will arrange for a replacement or full refund.

Approval Process

To minimise errors, we provide proof approval for all customised orders before production begins. You will receive a digital proof showing exactly how your product will look. It is your responsibility to:

• Carefully review all details including spelling, design, colours, and specifications
• Approve the proof before production
• Notify us of any required changes

Once you have approved the proof and production has started, changes cannot be made and refunds will not be issued for approved specifications.

How to Request a Refund

If you believe your customised product qualifies for a refund under the exceptions listed above:

1. Contact us at store@crackinevents.co.uk within the specified timeframe
2. Provide your order number and clear photographs of the issue
3. Include a detailed description of the problem
4. Await our response and assessment

We aim to respond to all refund requests within  2 working days.

Refund Method

Approved refunds will be processed using the original payment method within 5-10 business days of approval. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.

Non-Refundable Circumstances

Refunds will not be provided for:

• Change of mind after proof approval
• Minor variations in colour due to screen display differences
• Slight variations in handmade items that do not affect functionality
• Delays in delivery caused by incorrect shipping information provided by the customer
• Products that have been used, worn, or altered after receipt

Contact Us

If you have questions about this refunds policy or need to discuss a specific order, please contact us:

• Email: store@crackinevents.co.uk
• Phone: 01292 254990

We are committed to ensuring your satisfaction and will work with you to resolve any legitimate concerns about your customised products.