Refund Policy
Last updated: 13 August 2026
How to contact us about a return
Email hg-customs@hotmail.com, use our Contact page, or WhatsApp +44 7702 498975. Please include your order details and photos where relevant.
Trader details: HG Customs, 29 Cotman Close, Bacup, OL13 9TT, United Kingdom.
Personalised and made-to-order items
Most of our products are made to your specification (including names, photos, colours, sizes and notes). Under the Consumer Contracts Regulations, the usual 14-day cooling-off right for distance sales does not normally apply to goods made to the consumer’s specifications or clearly personalised.
Faulty, damaged or incorrect items
We will refund or replace (at our option) if:
- The item is faulty or not as described
- There is a manufacturing defect
- The item arrives damaged in transit
Please contact us within 14 days of delivery with clear photographs of the issue and, where relevant, the packaging.
What we generally cannot refund
- Change of mind on personalised items
- Incorrect personalisation details you supplied (for example spelling, image choice, size or colour)
- Slight colour variation inherent to print or sublimation processes and screen displays
- Damage after delivery caused by misuse or normal wear
Non-personalised goods
If we supply a non-personalised item, UK cooling-off rights may apply for distance sales. Contact us within 14 days of delivery to discuss a return. Items should be unused and in original condition unless faulty.
Process
- Contact us with your order reference and photos.
- We will confirm whether a return, replacement or refund applies.
- If a return is agreed, we will explain how to send the item back.
- Refunds are made to the original payment method after inspection, usually within 14 days of our receiving the returned goods or proof of return.
Shipping costs on returns
If the item is faulty or we made an error, we will cover reasonable return postage. For other approved returns, return postage may be your responsibility unless we agree otherwise in writing.
Statutory rights
This policy does not affect your statutory rights under UK law.