REFUNDS AND RETURNS POLICY
At Northside Creatives, many of our products are personalised, branded, made to order or produced to a customer’s specifications. Because of this, different return and cancellation rules may apply depending on the type of product ordered.
Personalised and made-to-order products
Products that are made to your specifications or clearly personalised are generally exempt from the standard 14-day cooling-off cancellation right that applies to many online purchases. This includes products personalised with names, logos, artwork, branding, wording, colours, layouts or other customer-selected details.
For this reason, personalised or custom-made items normally cannot be returned simply because you have changed your mind.
This does not affect your legal rights if an item is faulty, damaged, not as described or not produced in accordance with the agreed specification.
Cancellations before production
If you wish to cancel an order, please contact us as soon as possible.
Where production, personalisation, artwork preparation or sourcing has not yet started, we may be able to cancel the order and issue a refund.
If work has already begun, we may need to deduct reasonable costs already incurred before issuing any refund. Any such deduction will reflect genuine costs or losses resulting from the cancellation.
Artwork and customer approval
Where we provide artwork, layouts, mock-ups or proofs for approval, it is the customer’s responsibility to check all details carefully before approving production.
Please check names, spelling, dates, wording, logos, colours, quantities and other personalised details.
Once a design has been approved and production has started, changes may not be possible and additional charges may apply if an item needs to be remade because of an error contained in approved customer-supplied information or artwork.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, incorrect or materially different from the agreed specification, please contact us as soon as possible.
Please provide your order details and, where possible, clear photographs showing the issue and the packaging in which the item arrived.
Where a product is faulty, not as described or not fit for purpose, customers retain their statutory rights and we will provide an appropriate remedy, which may include repair, replacement or refund depending on the circumstances.
Damage in transit
Please inspect your order as soon as reasonably possible after delivery.
If an item has been damaged during delivery, please contact us promptly with photographs of the item, external packaging and any internal protective packaging. This helps us investigate the issue with the delivery provider and arrange the appropriate solution.
Non-personalised products
If we sell standard, non-personalised products through our website, different cancellation rights may apply.
Where the statutory distance-selling cancellation right applies, customers will normally have 14 days to notify us that they wish to cancel, followed by up to 14 days to return the goods.
Returned goods should be kept in reasonable condition. Customers may be responsible for return postage unless the item is faulty, damaged, incorrect or we agree otherwise.
Return authorisation
Please contact Northside Creatives before returning any item.
Do not send an item back without first contacting us, as we need to confirm the appropriate return arrangements and return address.
Refunds
Where a refund is approved, it will normally be returned using the original payment method.
The time taken for funds to appear in your account may depend on your bank or payment provider.
Where statutory cancellation rights apply, refund timing will be handled in accordance with applicable UK consumer law.
Business orders
Where an order is placed by a business for commercial purposes, different legal rules may apply from those that apply to individual consumers.
Any agreed specifications, approved artwork, quantities, lead times, pricing and other order details will form part of the agreement between Northside Creatives and the business customer.
Your statutory rights
Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded under UK consumer law.
Products supplied to consumers must be as described, of satisfactory quality and fit for purpose.
Contact us
If you have a question about a cancellation, return, damaged item or refund, please contact Northside Creatives through the Contact page on our website and include your order details and a description of the issue.