Returns & Refunds

Our proof-before-print promise

Every order includes a digital proof for you to approve, with revisions until you are happy, so issues are caught before anything is produced. Your proof is typically ready within 24 hours after you order, and nothing is printed until you say yes. This is the best way we know to get your order right the first time.

Personalised goods and the change-of-mind exemption

Because each item is personalised and made to order, it is exempt from the 14-day change-of-mind cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. In plain terms, we cannot accept a return simply because you have changed your mind about a custom item. The proof stage is there to help you be sure before you approve.

Damaged, defective, or wrong items

If your item arrives damaged, defective, or is not what you ordered, please tell us within 30 days and we will arrange a free reprint or a refund. [FILL IN: confirm 30 days runs from delivery/receipt].

For faulty, damaged, or incorrect items, you will not pay return postage and any original delivery charge is refunded, in line with the Consumer Rights Act 2015. [FILL IN: confirm whether items must be returned or can be kept/disposed of for reprints].

Your statutory rights are unaffected

This policy is in addition to, and does not limit, your statutory rights under the Consumer Rights Act 2015 — namely that goods must be of satisfactory quality, fit for purpose, and as described.

How to start a claim

Email hello@thefence.uk with your order number and clear photo(s) of the issue, such as the damage or fault. [FILL IN: any other required info — e.g. photo of packaging, batch label].

We will then arrange your free reprint or refund. [FILL IN: whether you must return the item or keep/dispose of it; if returns are required, provide returns address and who pays return postage — for faulty goods the trader generally bears return costs].

Refunds

Refunds are issued to your original payment method via Stripe, and typically arrive within 5–10 business days of approval. [FILL IN: confirm the 5–10 business-day window]. [FILL IN: whether original shipping is refunded for faulty/wrong items — for non-conforming goods, delivery costs are normally refundable].

Contact

For anything to do with returns or refunds, email hello@thefence.uk. [FILL IN: postal returns address, if physical returns are accepted].