Cancelling Your Order
You have 2 hours from ordering your item to cancel it. After that time we cannot guarantee that your order can be cancelled as it may already have begun production. If that is the case your order will be sent to you and a refund will not be provided.
Returns Policy
We are confident that you will be happy with your purchase but in the unfortunate event that you are not, we will do our very best to make it right. If the item you have ordered is defective, or you have simply changed your mind then, provided that it is in its original condition and unpersonalised, you can return it to us for prompt replacement or refund within 7 days of delivery.
Bespoke or Personalised Products
Unless there has been an error on our part, or the item you have purchased is defective or damaged, we cannot accept returns on 'personalised' or ‘bespoke’ items. It is vitally important that when you place your order for personalised products that you check all details, including dates, spelling, punctuation and grammar are correct as the process is automated and it will not be checked. Please also ensure you have checked the model number of the device you purchasing the item for if relevant.
What to do
Simply email us at photos@justpersonalise.com indicating which item(s), the order number, your reason for returning the item(s), and whether you are seeking a replacement or refund.
If the item is returnable under our returns policy terms and conditions, we will issue you with a returns address and a Returns Authorisation Code.
You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your return.
Please send your item(s) back in their original packaging, to the following address, including any invoices/packing slips to help us identify your order:
Just Personalise
2 Sabre Way
Peterborough
PE1 5EJ
For item(s) returned to us with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by us within 14 working days of receipt of the returned items.A refund will be made in the same form of payment that was used to make the initial purchase.
Returns Postage
You have a duty of care for the products you would like to return in order for a refund to be given. The item is your responsibility until it reaches us.
For your own protection, we recommend that you send the parcel back to using a delivery service that tracks the parcel and that insures you for the value of the goods as we cannot be held responsible for items damaged or lost in the post.
We would suggest you obtain proof of postage when returning items. This can be done in the form of a receipt which will be given to you on request at your local post office.
In the event of an item being lost on its way back to us, the proof of postage will be required in order for a refund to be actioned.
The costs of returning goods will be paid by you (unless the item is damaged/faulty). If the item is faulty, we will refund the returns postage cost as well as the relevant initial postage charge (if any).
Damaged/Faulty Goods
Please check your goods immediately on delivery. If items do arrive damaged/faulty please contact us within 5 days of delivery. If you do not inform us within 5 days, then we will not accept liability for items said to be damaged/faulty on delivery.