Returns & Refunds Policy
Last updated: 4 September 2026 • Transparent guidelines for standard and personalised handcrafted orders
Merchant & Returns Address
All authorized returns must be sent to our official correspondence and returns facility:
1. Standard (Non-Personalised) Products
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your purchase of standard, non-personalised items within 14 calendar days from the day on which you (or a third party indicated by you) receive physical possession of the goods.
Procedure & Terms for Standard Returns:
- Cancellation Notification (14 Days): You must communicate your decision to cancel within 14 calendar days of receiving the goods by emailing glowprint.boutique@gmail.com or messaging us on WhatsApp.
- Return Dispatch (Further 14 Days): Following your cancellation notice, you have an additional 14 calendar days to send the goods back to our Ipswich returns facility.
- Return Shipping Costs: For change-of-mind cancellations, the customer is responsible for bearing the direct cost of returning the goods, as informed prior to purchase. We strongly recommend using a tracked postal service (such as Royal Mail Tracked) and keeping proof of postage.
- Statutory Refund Timeframe: We will process your reimbursement no later than 14 calendar days from the day we receive the returned goods or, if earlier, the day you supply verifiable evidence of having dispatched the goods back.
- Payment Method: Reimbursement is issued using the same means of payment as you used for the initial transaction.
- Delivery Cost Reimbursement: We will refund the initial standard delivery charge paid. If you chose a premium delivery option, only the cost of our least expensive standard delivery method is refundable.
- Diminution in Value: You are liable for any reduced value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items. Any such deduction will only be made within statutory legal limits.
2. Personalised, Custom-Made & Bespoke Items
In accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the statutory 14-day cancellation right does not apply to goods made to the consumer’s specifications or clearly personalised.
Because bespoke items (such as natural photo slates, custom printed mugs, personalised cake toppers, and bespoke resin keepsakes) are individually crafted to your unique specifications, they cannot be resold to another customer. Consequently, once custom crafting, printing, or cutting has commenced, there is no right of cancellation or refund for simple change of mind.
Pre-Production Cancellation Policy:
As a matter of goodwill customer service, if you contact us to cancel an order before our atelier has initiated physical crafting, printing, or custom preparation, we will gladly accept the cancellation and issue a full refund.
Important Note: The exemption for personalised goods applies only to change-of-mind cancellations. Bespoke items that are defective, damaged in transit, not as described, or differ from the final approved design remain fully protected by your statutory rights.
3. Error Resolution & Design Accuracy
We take great pride in our handcrafted precision. Here is how discrepancies are handled:
Studio Production Discrepancy
If the delivered product differs from the details agreed in your order or approved in your design preview (for instance, a typographical mistake made by our studio, wrong photo applied, incorrect size/colour, or material flaw), GlowPrint Boutique Ltd will resolve it promptly at no additional cost to you.
You are entitled to a complimentary remake/replacement or a full refund including delivery.
Customer Submission & Approved Error
If GlowPrint Boutique Ltd faithfully reproduces an error present in the customer-submitted text, dates, numerals, or in a design preview approved by the customer, the boutique may not be held responsible for that error. This does not exclude the shop's responsibility for its own agreed checks and craftsmanship.
In such cases, any offer to provide a replacement or reprint at a reduced rate is discretionary and assessed on an individual case-by-case basis, rather than a guaranteed contractual entitlement.
4. Damaged, Defective or Faulty Goods
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.
Please contact us as soon as reasonably possible if an item arrives damaged. Requesting prompt photographs does not limit your rights under the Consumer Rights Act 2015.
Contacting us promptly and sharing photos of the damaged item and packaging helps our studio investigate with the carrier and arrange an expedited resolution. However, requesting photographs is a practical step to assist swift handling and does not restrict or condition your statutory consumer rights.
If an item is found to be faulty, defective, or damaged through no fault of your own, you are entitled to appropriate statutory remedies, including repair, replacement, or refund. Where a return of a faulty product is requested, GlowPrint Boutique Ltd bears all reasonable postal costs.
5. How to Request Assistance
- Contact Us: Email glowprint.boutique@gmail.com or message our WhatsApp team at +44 7352 113825 with your order reference number and details of your request.
- Package Securely: For authorized returns, package the items securely in their original presentation packaging to prevent damage during transit.
- Send to Our Returns Address:GlowPrint Boutique Ltd (Returns)
26 Lanercost Way
Ipswich, Suffolk
IP2 9DL, United Kingdom
Statutory Consumer Rights
Nothing in this policy limits or affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable UK consumer protection legislation.
Your statutory rights are not affected.
Have a Question About an Order or Return?
Our friendly studio team in Ipswich is ready to help you with any questions or order updates.
