Refund policy

Returns & Refunds Policy

Last Updated: June 2026

At V&C Designs Ltd, we take great pride in producing high-quality custom-made products for businesses, events, and individuals. As many of our products are personalised or manufactured to order, our returns policy differs from that of standard retail products.

1. Custom & Personalised Products

The majority of products supplied by V&C Designs Ltd are custom-made, personalised, printed, engraved, embroidered, laser cut, or manufactured specifically to customer requirements.

Under the UK Consumer Contracts Regulations 2013, personalised and bespoke products are exempt from cancellation and return rights.

As a result:

❌ We cannot accept returns or offer refunds for:

  • Personalised products
  • Custom-made products
  • Products manufactured to customer specifications
  • Products featuring customer-supplied artwork, logos, branding, QR codes, text, images, or designs
  • Approved artwork or proofed designs
  • Incorrect information supplied by the customer
  • Colour variations caused by screen or device settings
  • Customer change of mind after production has commenced

2. Standard Non-Personalised Products

For non-personalised products only, customers have the right to return unused items within 14 days of delivery.

Items must be:

  • Unused
  • In original condition
  • Returned in original packaging where possible
  • Suitable for resale

Return postage costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.

Refunds will be processed once the returned item has been received and inspected.

3. Proof Approval Responsibility

Where artwork proofs are supplied, it is the customer's responsibility to carefully check all details before approval.

This includes:

  • Spelling
  • Grammar
  • Contact information
  • QR code destinations
  • Website links
  • Colours
  • Sizes
  • Layout
  • Positioning

Once artwork has been approved and production has commenced, V&C Designs Ltd cannot accept responsibility for errors that were present within the approved proof.

4. Damaged, Faulty or Incorrect Items

We want every customer to receive their order in perfect condition.

If your order arrives:

  • Damaged
  • Faulty
  • Defective
  • Incorrect to the approved order

Please contact us within 48 hours of delivery.

You must provide:

  • Your order number
  • Photographs of the product
  • Photographs of the packaging
  • A description of the issue

Failure to report transit damage within 48 hours may affect our ability to claim against the delivery provider.

Where a fault or manufacturing error is confirmed, we will:

✅ Replace the item

or

✅ Repair the item

or

✅ Provide a full or partial refund where appropriate

5. Colour Variations

We make every effort to accurately display colours across our website, marketing materials, and proofs.

However, colours may vary due to:

  • Screen settings
  • Device calibration
  • Printing processes
  • Material finishes
  • Lighting conditions

Minor colour variations between screen displays and finished products do not constitute a fault.

6. QR Codes & Customer-Supplied Content

Customers are responsible for ensuring that all supplied information is accurate.

This includes:

  • QR code destinations
  • Website URLs
  • Social media links
  • Contact details
  • Business information
  • Uploaded artwork and logos

V&C Designs Ltd cannot accept responsibility for errors within customer-supplied content.

7. Installation & Application

V&C Designs Ltd is not responsible for damage resulting from:

  • Incorrect installation
  • Improper application
  • Inadequate wall surfaces
  • Incorrect use of fixings
  • Environmental conditions
  • Third-party installation

Customers should ensure products are installed correctly and safely.

8. Order Cancellations

Orders may be cancelled only before production has commenced.

Once production has started, materials have been ordered, artwork has been approved, or manufacturing has begun, cancellation may not be possible.

Where cancellation is accepted after work has commenced, any costs already incurred may be deducted from any refund.

9. Return Address

Returns should only be sent after contacting our customer support team and receiving return authorisation.

Unauthorised returns may be refused.

10. Contact Us

For any returns, damages, or order issues, please contact:

V&C Designs Ltd
📧 support@vandcdesigns.com
🌐 www.vandcdesigns.com

We aim to respond to all customer enquiries within 1–2 business days.

Our Commitment

We are committed to providing high-quality products, excellent customer service, and fair resolutions whenever an issue arises. If something isn't right with your order, please contact us and we'll work with you to resolve the issue as quickly as possible.