Refunds, Returns & Delivery Policy

1. Your right to change your mind

When you buy online, you normally have a 14-day legal right to change your mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right does not apply to your order. Every card is personalised to your specifications and cannot be resold, so personalised goods are excluded from this right under those Regulations. This is standard across personalised and made-to-order products. Your rights under sections 3 and 4 below apply regardless of this.

2. Delivery

We deliver to UK addresses only. Cards are produced to order and dispatched typically within 24 hours of your order being placed, sent by Royal Mail or an equivalent service.

Occasion Delivery Promise. If you give us an Occasion Date — at checkout or during your conversation — we ask you to order at least 5 days before that date. Where you have done so, if your card is not delivered by that date, you may claim the remedy in section 4.

Address accuracy. You are responsible for providing an accurate delivery address. We are not responsible for non-delivery caused by incorrect or incomplete address information.

3. If your card is faulty, damaged, or not as described

We are under a legal duty to supply a card of satisfactory quality, as described, and fit for purpose, under the Consumer Rights Act 2015. If your card does not meet this standard:

• Within 30 days of delivery: you may reject the card and receive a full refund.
• After 30 days: you may still be entitled to a repair, replacement, or partial or full refund depending on the circumstances.

Where you are entitled to a refund under this section, we will pay it within 14 days of agreeing you are entitled to it.

4. If your card is lost or damaged in transit

We treat a card as lost if it has not been confirmed delivered within 4 days of your order being placed.

Where your card is lost or arrives damaged, we ask for:

• Damage: a photograph of the damaged card and, where possible, its packaging.
• Loss: a written statement confirming non-arrival, once 4 days have passed since your order was placed.

Once received, you may choose either a free replacement card or a full refund paid within 14 days.

5. Refunds — how and when

Refunds are paid to your original payment method, covering the full amount you paid including any delivery charge. We pay without undue delay and within 14 days of agreeing you are entitled to one.

6. Our liability to you

Our total liability in connection with any order is limited to a refund or replacement card, not exceeding the total you paid for that order. We are not liable for any indirect or consequential loss, to the extent permitted by law.

Nothing in this policy excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability which cannot lawfully be excluded or limited.

7. Contact us

For any question about an order or a claim under this policy, contact us at help@madeinearnest.co.uk, quoting your order number.