Returns, Refunds and Cancellations

Returns, Refunds & Cancellations Policy

We want you to be happy with your order. Every product we make is handcrafted to your exact specification at our Park Royal, London factory — from the first print to the final stitch. Because of that, our returns policy works a little differently from a standard retail store. Please read this page carefully so you know exactly where you stand before, during, and after your order.

This policy applies to orders placed on all Contrado Imaging Ltd websites. It is governed by English law and reflects your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Cancellations

1.1 The 30-Minute Cancellation Window

We begin producing your order almost immediately after it is placed. You have a 30-minute window from the moment your order is confirmed to cancel and receive a full refund.

• To cancel within this window, contact us immediately via the methods listed in Section 10.
• If your cancellation request is received within 30 minutes and production has not yet started, we will cancel the order and issue a full refund within 14 calendar days to your original payment method.

1.2 Cancellations After 30 Minutes

Once 30 minutes have elapsed, your order will have entered — or be imminently entering — our production queue. At this point, materials will have been committed: ink, transfer paper, substrate, fabric, and workforce time are all allocated to your specific job.

• Cancellations requested after the 30-minute window are subject to a mandatory 20% production charge on the order value to cover committed materials and labour.
• Where production is already substantially complete, a higher deduction reflecting actual costs incurred may apply. We will always explain how any deduction is calculated before processing.
• We will confirm the applicable charge in writing before processing your cancellation, and any refund due will be issued within 14 calendar days of confirmation.

1.3 “Check Design” Confirmation

Where your order flow includes a “Check Design” step or equivalent design-approval prompt, clicking to confirm and proceed constitutes your authorisation to begin production. We treat this as your explicit instruction to manufacture. Please review your artwork carefully before confirming.

1.4 Personalised Products & Statutory Cancellation Rights

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the standard 14-day statutory right to cancel does not apply to goods that are made to a consumer’s specification or clearly personalised. Because every Contrado product is custom-made to your uploaded design, dimensions, and specification, this exemption applies to all personalised orders. Your cancellation rights are therefore limited to the 30-minute window described in Section 1.1 above.

2. Personalised & Custom-Made Products

2.1 Our Quality Commitment

Every product is handmade in-house at our London factory. Our production team and quality-control processes are designed to catch issues before dispatch. However, as with all handmade goods, occasional human error can occur. Where a product we have manufactured falls short of the standard you are entitled to expect, we will put it right.

2.2 Faulty or Defective Personalised Products

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your personalised product arrives faulty or defective due to a manufacturing error on our part, you have the following rights:

• Short-term right to reject (0–30 days): You may reject the goods and receive a full refund, or request a repair or replacement.
• Repair or replacement (30 days – 6 months): You may request a free repair or a remake of the product. If we cannot do this within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction or a refund.

To exercise these rights, you must contact us within 14 days of receiving your order. This timeframe helps us investigate the issue promptly and gather relevant production records.

2.3 How to Report a Fault — Step by Step

1. Do not return the product without contacting us first. Unauthorised returns may not be accepted and could delay resolution.
2. Contact our Customer Services team using the details in Section 10, quoting your order number.
3. Send clear photographic or video evidence of the fault, including:
   • A full image of the product
   • A close-up of the specific fault or defect
   • The product label or packaging if relevant
4. We aim to respond within 12 working hours of receiving your evidence.
5. We will confirm whether the issue constitutes a manufacturing fault and propose a remedy: remake, repair, or refund.
6. If a physical return is required, we will provide a returns authorisation number and return instructions. Do not return without this authorisation.

2.4 Returning a Faulty Personalised Product

Where a physical return is authorised by our team:

• Return via Royal Mail ‘Signed For’ Recorded Delivery only. We cannot accept liability for items lost or damaged in return transit if a tracked service is not used.
• The product must be returned in its original or unused condition, securely packaged.
• You are responsible for the cost of return postage. Where the fault is confirmed as our manufacturing error, we will reimburse reasonable return postage costs upon receipt and inspection of the item.
• We will process any refund or issue a remake within 14 calendar days of receiving the returned goods.

2.5 Non-Faulty Personalised Products — No Returns

We are unable to accept returns or offer refunds for personalised products that have been manufactured correctly to your specification, unless a statutory right applies. This is because:

• The product has been made uniquely for you and cannot be resold.
• Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, personalised goods are explicitly exempt from the standard right of return.

This includes, but is not limited to: change of mind, ordering the wrong size, uploading incorrect artwork, or dissatisfaction with a design you approved. We strongly encourage you to use our design preview tools and check your artwork carefully before placing your order. If you have any doubts, contact us before ordering — we’re happy to help.

3. Non-Personalised Products

3.1 Statutory Right to Cancel

For any non-personalised products (standard, off-the-shelf items not made to your specification), you have the right to cancel your order within 14 calendar days from the day after you receive the goods, in accordance with the Consumer Contracts Regulations 2013.

3.2 How to Cancel a Non-Personalised Order

1. Notify us of your intention to cancel within the 14-day window using the contact details in Section 10.
2. Return the item to us unused, in its original condition and packaging, within 14 days of notifying us of your cancellation.
3. You are responsible for the cost of return postage.
4. We will issue a full refund (excluding your original delivery cost, unless we delivered the order in error or the item is faulty) within 14 calendar days of receiving the returned goods.

3.3 Manufacturing Faults — Non-Personalised Products

If a non-personalised product arrives with a manufacturing fault, you are entitled to a free repair or replacement under the Consumer Rights Act 2015. Manufacturing faults include, but are not limited to:

• Scratches, marks, or blemishes present at the time of delivery
• Stitching issues (loose threads, missed stitches, incorrect seaming)
• Hemming defects
• Structural or material defects not caused by use

4. Damaged in Transit

We take great care in packaging your order to protect it during shipping. If your order arrives visibly damaged:

1. Do not accept delivery if the outer packaging is severely damaged — ask the courier to return the item and contact us immediately.
2. If damage is only discovered on opening, photograph the outer packaging and the damaged item before moving or using it.
3. Contact us within 48 hours of delivery using the details in Section 10, quoting your order number and attaching photos of the damaged item and outer packaging.
4. We will review the evidence and, where transit damage is confirmed, arrange a free remake or full refund. We will respond within 12 working hours.
5. Please retain all original packaging until the claim is resolved.

5. Lost in Post

If your order has not arrived within the expected delivery timeframe:

1. Allow 3 working days beyond the estimated delivery date before raising a concern.
2. Contact us quoting your order number. We will investigate with the carrier on your behalf.
3. Royal Mail defines a parcel as officially lost after 10 working days from the estimated delivery date (UK). International timescales may vary.
4. Once a parcel is confirmed lost, we will offer you a choice of:
   • A free remake and re-dispatch of your order, or
   • A full refund issued within 14 calendar days.
5. We cannot accept responsibility for orders lost due to an incorrect address provided by the customer.

6. Refunds — Timescales & Method

6.1 Refund Timescales

• Cancellation within 30 minutes: Refund initiated within 24 hours, credited to your account within 5–10 business days depending on your bank.
• Cancellation after 30 minutes (20% charge): Refund of remaining amount within 14 calendar days.
• Manufacturing fault: Refund or remake within 14 calendar days of our confirmation or receipt of returned goods.
• Transit damage / lost in post: Refund or remake within 14 calendar days of confirmation.
• Non-personalised returns: Refund within 14 calendar days of receiving the returned goods.

6.2 Refund Method

All refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or payment method. If the original payment method is no longer active (e.g. expired card), we will work with you to find an alternative solution.

6.3 Partial Refunds

In certain circumstances, a partial refund may be appropriate — for example:

• Where a product has a minor fault that does not warrant a full remake (a price reduction may be offered instead)
• Where a cancellation after 30 minutes incurs the 20% production charge
• Where a non-personalised item is returned in a condition that reduces its value

We will always explain the reason for any partial refund before processing it.

7. Business & Wholesale Orders

Orders placed through business or wholesale accounts are classified as business-to-business (B2B) contracts and are not covered by consumer rights legislation, including the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

Business customers:

• Are not entitled to the 14-day statutory cooling-off period for non-personalised goods.
• Cannot claim a legal remedy for fair wear and tear, misuse, accidental damage, or change of mind.
• Are entitled to remedies for manufacturing faults under contract law and the Sale of Goods Act 1979 (as amended).

We remain committed to resolving genuine quality issues for all customers, including business account holders. Please contact us with any concerns.

8. Colour & Size Accuracy

Due to the nature of custom printing:

• Colours: Minor colour variation between what you see on screen and the finished product is inherent to the printing process. Monitor calibration, ambient lighting, and the material being printed on all affect colour perception. We do not accept returns based solely on minor colour variation.
• Sizes: All products are manufactured to the stated dimensions. Due to the handmade nature of our products, marginal size differences (typically ±1–3%) may occur. This is within normal tolerance for bespoke manufacturing.

If you require an exact colour match, we recommend ordering a swatch or sample first.

9. Complaints Escalation

If you are not satisfied with our resolution of a returns, refund, or quality issue:

1. Step 1: Contact our Customer Services team and ask for your case to be escalated to a senior team member.
2. Step 2: If unresolved, you may write to our Management team at: Contrado Imaging Ltd, Unit 6, Space Business Park, Abbey Road, Park Royal, London, NW10 7SU.
3. Step 3: If you remain unsatisfied, you may use the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.

10. Contact Us

For all returns, refunds, cancellations, and quality queries:

Email: info@contrado.co.uk (UK) / info@contrado.com (International)
Live Chat: Available on all our sites during business hours
Contact Form: contrado.co.uk/contact

Please have your order number ready when you contact us.

Version 2.0 | April 2026

V.100000002 12/Apr/2026