Refund Policy

This policy explains our arrangements for cancellations, returns, refunds, replacements and faulty goods.

Many of our products are individually personalised or made to a customer's specific requirements. Different cancellation rules apply to these products and to our non-personalised ready-made products.

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**Nothing in this policy affects or limits your statutory rights.**

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**Business details**

The K9 Creative is a business partnership operated by **Ellen Natalie Melluish** and **Fiona Susan Spademan**, trading in partnership as **The K9 Creative**.

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**Business address:**  
49 Westfield Crescent  
Sheffield  
S20 5AQ  
United Kingdom

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**Email:** thek9creative@outlook.com
 

Many products sold by The K9 Creative are made specifically for an individual customer and may include personalised names, wording, photographs, artwork, measurements, colours, designs or other customer-selected specifications.

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Where an item is made to your specifications or is clearly personalised, the normal statutory right to cancel an online purchase simply because you have changed your mind does not apply.

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This exception applies only where the goods are genuinely made to your specifications or are clearly personalised. An item does not automatically fall within the exception simply because it is made after you place your order.

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This includes qualifying personalised products produced using processes such as engraving, sublimation, printing or other customisation.

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This does **not** affect your rights if a personalised product is faulty, damaged, not as described or does not match the specification that was agreed with us.
 

Because personalised goods are produced specifically for you, we recommend checking all information carefully before placing or approving an order.

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If you contact us before production has started, we will normally allow you to cancel the order and receive a refund.

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Once production of a personalised or custom-made product has started, we are normally unable to accept a cancellation or provide a refund simply because:

✅ You have changed your mind
✅ You no longer require the product
✅ You selected the wrong product, colour, size or option
✅ You supplied incorrect personalisation information
✅ You wish to change details that you previously supplied or approved

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We may choose to make an exception as a gesture of goodwill, but this is at our discretion and does not create an ongoing right to cancellation.

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This section does not affect your statutory rights where goods are faulty, not as described or otherwise fail to meet legal requirements.

If you purchase a ready-made or other non-personalised product from us online, you will normally have a statutory right to change your mind.

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You can tell us that you wish to cancel your order within **14 days of receiving the goods**.

You do not need to give us a reason.

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After notifying us that you wish to cancel, you must normally return the goods to us within a further **14 days**.

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To cancel, contact us at:

**Email:** thek9creative@outlook.com

You may also contact us through our website contact form or Facebook Messenger, although email is recommended so that both you and we have a clear written record.

 

Returning a ready-made item

Unless the item is faulty or we agree otherwise, you are responsible for the direct cost of returning a ready-made product following a change-of-mind cancellation.

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Please package returned items appropriately to prevent damage in transit and obtain proof of postage.

You may inspect and handle a product in the same way that you reasonably could in a shop.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, we may make a deduction from the refund where the law allows us to do so.

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You do not need to return an item in its original packaging in order to exercise your statutory cancellation right, although we ask that products are packaged safely for their return.
 

Where you validly cancel a qualifying ready-made online order, we will refund:

✅ The price paid for the goods covered by the cancellation; and
✅ Any standard outbound delivery charge that we are required by law to refund.

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If you selected a more expensive delivery method, such as express or upgraded delivery, we are not required to refund the amount above the cost of our standard delivery service.

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Where goods are being returned, we will make the refund without undue delay and normally no later than **14 days after receiving the returned goods**, or within 14 days of receiving acceptable evidence that the goods have been sent back, if earlier. Where no goods need to be returned, the applicable statutory refund period will run from the date we are informed of the cancellation.

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Refunds will normally be made using the same payment method used for the original transaction unless we agree otherwise.

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Your bank or payment provider may take additional time to display the refund after we have processed it.

All products supplied by The K9 Creative must meet the standards required by UK consumer law.

This includes goods being:

✅ Of satisfactory quality
✅ Fit for their intended purpose
✅ As described
✅ Made in accordance with an agreed specification

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These rights apply to **both personalised and non-personalised products**.

Please contact us if:

✅ Your item arrives damaged
✅ Your item is faulty or defective
✅ We have made an error in the personalisation, text, design or layout
✅ The product does not match what you ordered or approved
✅ The product otherwise does not meet the requirements above

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Contact:

**thek9creative@outlook.com**

Please include your name, order number and a description of the problem.

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Where possible, photographs of the product and packaging are extremely helpful and may allow us to resolve the matter much more quickly.

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For obvious delivery damage, we ask that you contact us as soon as reasonably possible and preferably within **48 hours**.

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**The 48-hour request is not a limitation on your statutory rights.**

If goods do not conform to the contract, you may normally have a statutory short-term right to reject them during the first **30 days**.

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Where the statutory short-term right to reject applies and is validly exercised, you can normally request a refund.

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Depending on the circumstances, you may instead choose to accept a repair, correction or replacement.

For personalised products, a correction or replacement can often be the quickest way for us to resolve an error, but this does not remove any statutory remedy to which you are entitled.
 

Where a fault is discovered after the initial short-term right to reject has expired, you may be entitled to a repair or replacement.

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Your preferred remedy may not apply where it would be impossible or disproportionate compared with the alternative remedy.

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If an appropriate repair or replacement is unsuccessful, cannot be provided, or is not provided within a reasonable time and without significant inconvenience, you may have further rights, which can include a price reduction or a final right to reject the goods.

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Where applicable under consumer law, a fault becoming apparent within the first six months will generally be treated as having been present when the goods were supplied unless we can demonstrate otherwise.

Your rights depend on the circumstances and the nature of the fault.
 

Please check all personalisation information carefully.

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Where we reproduce the spelling, wording, measurements, photographs, artwork, design or other information exactly as supplied or approved by you, we are not responsible for an error contained in the information you supplied or approved.

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For example, if you approve a proof containing a spelling mistake and we manufacture the product exactly according to that approved proof, we would not normally provide a free replacement or refund for that spelling mistake.

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However, this does not affect your statutory rights if:

✅We do not reproduce the information as approved
✅ We make an additional error
✅ The item is defective
✅ The product is otherwise not of satisfactory quality
✅ An unrelated fault develops for which we are legally responsible

Where we provide a design proof before production, it is your responsibility to check the proof carefully.

Please check:

✅ Names and spelling
✅ Dates
✅ Measurements
✅ Wording
✅ Colours where applicable
✅ Layout
✅ Images and photographs
✅ Any other personalised details

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Once you approve the proof, we will normally manufacture the item based on that approval.

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Minor variations may occur because of the nature of handmade, printed, sublimated or engraved products and differences between screen displays and physical materials.

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Such variations do not affect your statutory rights where the product does not meet the standard a consumer can reasonably expect.
 

Where goods are validly rejected because they are faulty, not as described or otherwise fail to conform to the contract, The K9 Creative will bear the reasonable cost of returning the goods where required by law.

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Please contact us before arranging a return so that we can provide the appropriate return instructions.

Depending on the circumstances, we may:

✅ Provide a prepaid return method
✅ Arrange collection
✅ Ask you to return the item using an agreed service and reimburse the reasonable postage cost

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Please do not use an unnecessarily expensive return method without agreeing this with us first unless reasonably necessary in the circumstances.

We are not responsible for damage caused after delivery through:

✅ Misuse
✅ Accidental damage
✅ Failure to follow reasonable care instructions
✅ Improper storage
✅ Unauthorised modification
✅ Normal wear and tear

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However, use of a product does not by itself remove your statutory rights if the product has an inherent fault for which we are responsible.

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If customer-caused damage and a separate product fault are both present, we will consider the circumstances and your statutory rights in relation to the underlying fault.
 

Please ensure that the delivery information supplied with your order is accurate.

If an order is returned to us because:

✅ An incorrect or incomplete address was supplied
✅ Delivery was refused without a valid legal reason
✅ The parcel was not collected from the delivery provider

we may ask you to pay the reasonable additional cost of sending the order again.

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For personalised goods that cannot reasonably be resold, a failed or uncollected delivery does not automatically entitle you to a refund.

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For qualifying ready-made goods, any applicable statutory cancellation rights remain unaffected.

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Nothing in this section affects your rights where a failed delivery is caused by us or our delivery provider rather than information or action attributable to you.
 

Once we have the information or returned product reasonably needed to assess an issue, we will review it as quickly as possible.

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Where appropriate, the resolution may include:

✅ A refund
✅ A replacement
✅ A repair
✅ Re-making or correcting a personalised product
✅ A price reduction

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The remedy available will depend on the circumstances and your rights under consumer law.

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Where a refund is due, it will normally be made to the original payment method unless otherwise agreed.

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Refund processing times imposed by banks, card providers or other payment services are outside our control after we have issued the refund.
 

Products purchased in a sale or using a discount have the same statutory rights concerning faults, quality, description and fitness for purpose as products purchased at full price.

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This does not mean that you can claim a remedy for a specific defect that was clearly disclosed to you before purchase and formed part of the reason for a reduced price.
 

You do not have to use this form, but you may copy and send the following information to us if you wish to cancel a qualifying ready-made online purchase:

**To:** Ellen Natalie Melluish and Fiona Susan Spademan trading in partnership as The K9 Creative  
**Address:** 49 Westfield Crescent, Sheffield, S20 5AQ, United Kingdom  
**Email:** thek9creative@outlook.com

I/We hereby give notice that I/We wish to cancel my/our contract for the purchase of the following goods:

**Order number:**  
**Product(s):**  
**Ordered on:**  
**Received on:**  
**Customer name(s):**  
**Customer address:**  
**Signature of customer(s):** (only if this form is sent on paper)  
**Date of cancellation:**

You can send this information to us by email or another clear written communication.
 

Nothing in this Refund & Returns Policy excludes, restricts or attempts to remove any rights or remedies that you have under applicable UK consumer law.

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In particular, the exclusion from change-of-mind cancellation for genuinely personalised or custom-made products does **not** remove your rights where those goods are faulty, not as described, not fit for purpose or do not conform to the agreed specification.
 

If you have a question, need to cancel a qualifying order, or need to report a problem with a product, please contact:

**The K9 Creative**

**Partners:**  
Ellen Natalie Melluish  
Fiona Susan Spademan

**Business address:**  
49 Westfield Crescent  
Sheffield  
S20 5AQ  
United Kingdom

**Email:** thek9creative@outlook.com  
**Facebook Messenger:** The K9 Creative  
**Website:** Contact form available through our website

Please include your order number where possible so that we can locate your order quickly.