Refund policy

Returns & Refunds Policy

At Making It Personal, we want you to love your order. As many of our products are handmade and created especially for you, please read our returns and refunds policy before placing your order.

Personalised & Made-to-Order Items

As our personalised and custom-made products are created specifically for you, we are unable to accept returns or offer refunds simply because you have changed your mind or no longer require the item, unless required by law.

Please check all personalisation details carefully before ordering, including names, dates, spelling, colours and any other information provided.

Faulty, Damaged or Incorrect Orders

Your satisfaction matters to us. If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as possible.

Please include your order number, a description of the issue and clear photographs where appropriate. We’ll assess the issue and work with you to find a suitable resolution in line with your consumer rights.

This may include a repair, replacement or refund, depending on the circumstances.

Cancellations & Changes

If you need to cancel or amend an order, please contact us as soon as possible.

As our products are often made to order, we may be unable to make changes or cancel an order once production has started. Your statutory rights will still apply.

Non-Personalised Items

For eligible non-personalised items purchased online, you may have the right to cancel your order within 14 days of receiving it, followed by a further 14 days to return the item.

Items must be returned in an appropriate condition. Unless the item is faulty or incorrect, return postage may be your responsibility.

Refund Processing

Where a refund is agreed, we will explain the next steps and process it in accordance with applicable consumer law.

Contact Us

If you have any questions about returns, refunds or an issue with your order, please contact us through our website and include your order number.

Thank you for supporting Making It Personal. As a small business, we truly appreciate every order and want you to have the best possible experience with us.

This policy does not affect your statutory consumer rights.