Personalised items
Due to the bespoke nature of personalised products, we do not accept returns or offer refunds on items that have been personalised.
Personalised items include (but are not limited to):
- Cards containing handwritten messages added at the customer’s request
- Items featuring customer-provided names, dates, wording, or messages
- Products containing images or photos supplied by the customer
These items are made specifically for you and cannot be resold. Personalised items are therefore exempt from the 14-day cooling-off period.
Please carefully check all personalisation details before placing your order.
Your right to cancel (non-personalised items only)
If you are a UK customer purchasing a non-personalised item, you have the legal right to cancel your order within 14 days of receiving it, without giving any reason.
To exercise your right to cancel, please contact us at hello@neens-cards.co.uk within 14 days of delivery. Returned items must be unused, in their original condition, and in their original packaging. Proof of purchase is required.
You must return the item within 14 days of notifying us of your cancellation. The cost of return postage is the responsibility of the customer, unless the item is faulty or incorrect.
Damaged, faulty, or incorrect items
Please inspect your order as soon as it arrives. If your item is faulty, damaged, or incorrect, contact us at hello@neens-cards.co.uk as soon as reasonably possible with a description of the issue.
Where possible, we may request photographic evidence of the fault or damage to help us assess the issue quickly and reduce delays.
This does not affect your statutory rights. Under the Consumer Rights Act 2015, if an item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund.
For faulty or incorrect items, we will cover reasonable return postage costs.
Non-returnable items
We do not accept returns on:
- Personalised items (including cards with handwritten messages)
- Sale items
- Gift cards
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 14 business days. Please note that it may take additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@neens-cards.co.uk.
Exchanges
We do not offer exchanges on purchased items.
Contact us
If you have any questions about returns or refunds, don’t hesitate to get in touch with us at:
hello@neens-cards.co.uk