Refund Policy

This policy outlines our terms for returns, refunds, and replacements. It forms part of our Terms and Conditions and complies with UK consumer legislation.

All laser‑engraved and sublimation‑printed items are made to order and personalised to your exact specifications. Under the Consumer Contracts Regulations 2013, custom‑made and personalised goods are not eligible for return or refund if you simply change your mind, choose the wrong item, or no longer require it.

We will accept returns and issue a full refund, replacement, or correction only if:

• The item arrives damaged, faulty, or defective

• There is an error in the text, design, spelling, or layout caused by us

• The item you receive does not match the order you confirmed and agreed to

How to return an item:

• Notify us within 48 hours of delivery, providing clear photographs of the item and its packaging

• We will confirm the return address and instructions once we have reviewed your details

• Items must be returned securely packaged to avoid further damage during transit

• We will cover all return postage costs if the issue is our responsibility

We cannot accept returns or issue refunds if:

• You cancel your order after production has already started

• You provide incorrect details (spelling, dates, measurements, etc.) and have approved the final design or proof

• The item is damaged, altered, or shows signs of use after delivery

• The item is damaged due to misuse, accident, or improper care

• You fail to collect your delivery, and it is returned to us — in this case, we may deduct original delivery and return handling fees before processing any refund

• Once your return is received and inspected, we will confirm the outcome within 2 working days

• If approved, we will either:

  ✅ Send a replacement item as quickly as possible, or

  ✅ Process a full refund to your original payment method

• Refunds usually appear in your account within 3–5 working days, though this can take up to 10 working days depending on your bank or payment provider

• If you have any questions or need to arrange a return, please get in touch:

• The K9 Creative

• 📧 Email: thek9creative@outlook.com

• 💬 Message: Via Facebook Messenger or through our website contact form