Personalised Products – Cancellation and Withdrawal Policy

Right to Cancel

Customers may request cancellation of an order using the cancellation function available through their order status page.

For standard (non-personalised) products, customers may be entitled to exercise their statutory right of withdrawal in accordance with applicable consumer protection legislation.

Personalised and Custom-Made Products

Products that have been personalised, customised, embroidered, printed, engraved, or otherwise made to the customer's specifications are exempt from the statutory right of withdrawal under applicable consumer protection legislation.

Examples include, but are not limited to:

  • Personalised blankets

  • Personalised cardigans

  • Personalised bibs

  • Personalised gift items

  • Any product featuring a name, date, initials, or other customer-specific customisation

Cancellation Before Personalisation Commences

Customers may request cancellation of a personalised order before personalisation or production has commenced.

Where personalisation or production has not yet started, we will endeavour to process cancellation requests and issue a refund.

Cancellation After Personalisation Commences

Once personalisation, embroidery, printing, production, or any other customisation process has commenced, cancellation requests for personalised products cannot be accepted.

At this stage the product has been created specifically for the customer and is exempt from statutory withdrawal rights.

Returns of Personalised Products

Personalised and custom-made products cannot be returned or refunded where:

  • The product has been supplied as ordered;

  • The personalisation details provided by the customer are applied correctly;

  • The product is not faulty, damaged, or incorrectly supplied.

Faulty, Damaged, or Incorrect Personalised Products

Nothing in this policy affects a customer's statutory rights in relation to faulty, damaged, defective, or incorrectly supplied goods.

If a personalised product is received with:

  • A manufacturing fault;

  • Incorrect personalisation caused by us;

  • Damage in transit; or

  • Any defect affecting its quality or usability,

customers should contact our Customer Service team within a reasonable period of receipt. We will investigate the issue and, where appropriate, provide a repair, replacement, refund, or other remedy in accordance with applicable consumer protection laws.

Customer Responsibility

Customers are responsible for ensuring that all personalisation details, including names, dates, initials, spelling, and other information submitted at the time of order, are accurate. We cannot accept responsibility for errors resulting from incorrect information provided during the ordering process.