Refund policy

Returns & Refunds Policy
Last updated: 16 October 2026

Personalised items: no returns
Personalised and custom made items are made to order using the details you provide (for example names, initials, text). Because they are made specifically for you and can’t be resold, we do not accept returns, exchanges or cancellations on personalised items for change of mind, including if you no longer want the item or entered incorrect personalisation details.

Before placing your order, please check all spelling, colours and design choices carefully. We make your item exactly as submitted. If you spot a mistake, contact us as soon as possible. We’ll try to help if production hasn’t started, but we can’t guarantee changes once your order has been made.

This does not affect your rights if your personalised item arrives faulty, damaged, or different from what you ordered (for example, a production error on our side). See Damages and issues below.

Non personalised items
Where a product is not personalised, it may be eligible for return. Items must be returned in the same condition you received them: unworn or unused, with tags attached, and in the original packaging. We may reduce your refund if an item has been used, damaged or handled more than necessary to inspect it.

How to start a return
Please contact us before sending anything back. Returns sent without contacting us first may not be accepted. Unless we say otherwise or the law requires otherwise, you are responsible for return postage on change of mind returns.

Damages and issues
Please inspect your order when it arrives. Contact us straight away if an item is faulty, damaged, incorrect, or contains a personalisation error we made. Include your order number and clear photos so we can resolve it quickly with a replacement, repair or refund as appropriate.

Exchanges
Personalised items cannot be exchanged. For non personalised items, please contact us to discuss exchange options before returning anything.

United Kingdom cancellations
If you are a UK consumer buying online, you usually have the right to cancel within 14 days of receiving your goods. This right does not apply to goods made to your specifications or clearly personalised, so personalised items are excluded.

For eligible non personalised items, tell us you want to cancel, then return the goods within 14 days. We will refund you within 14 days of receiving the goods back, or of receiving evidence that you’ve sent them. We’ll refund the product price and standard delivery cost, but not any extra you paid for express or premium delivery.

European Union cancellations
If you are an EU consumer buying online, you may cancel within 14 days of receiving your goods. Personalised and made to order items are exempt. For eligible items, return the goods within 14 days of telling us. We’ll refund within 14 days of being told, but may wait until we receive the goods or proof of postage. Refunds cover the product price and standard delivery, not premium delivery upgrades.

Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved. Approved refunds go back to your original payment method. Your bank or card provider may take a few extra days to process it. If you haven’t seen your refund within a reasonable time after approval, please get in touch.

Your statutory rights
Nothing in this policy affects your legal rights, including your rights where goods are faulty, not as described, not delivered within the agreed time, or otherwise don’t comply with the law.

Contact
To request a cancellation, start a return, report a problem or ask a question, email us at contact@haber-dash.com.