Refund policy

Returns & Refund Policy

Thank you for shopping with us. Please review our Return & Refund Policy below:

Standard (Non-Customised or Non-Personalised) Items:

If you've purchased a stock item that is not personalised or custom-made, you have the right to return your item within 14 days of receipt, as per UK consumer law. To qualify for a return:

  • The item must be unused and in the same condition that you received it.

  • It must be returned in its original packaging.

  • You must provide proof of purchase (order confirmation email or receipt).

Upon receipt and inspection of the returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–7 business days.

Personalised and Custom-Ordered Items:

Due to the nature of personalised and custom-made products, these items are non-returnable unless faulty or damaged upon receipt.

Please note that custom items ordered in the incorrect size or specification are not considered faulty, and therefore cannot be returned for a refund or exchange.

Custom orders will be created word for word based on your order notes. Any errors or mispelt words that match the order notes will not qualify for returns.

If your personalised or custom item arrives faulty or damaged, please contact us immediately with photographic evidence of the fault. We will arrange a replacement or refund promptly upon verification.

How to Request a Return:

  1. Contact our customer service team at sales@patchaddict.co.uk with your order number, reason for return, and supporting photographs (if faulty).

  2. We will respond with return instructions, including the address for returning your item.

Shipping Costs:

Unless the item is faulty or we sent the incorrect item, the buyer is responsible for covering the return shipping costs. Original shipping fees are non-refundable.

We recommend using a tracked shipping service to ensure the item reaches us safely, as we cannot be responsible for items lost in transit.

If you have any questions regarding this policy, please contact our customer support team at sales@patchaddict.co.uk.

Thank you for your understanding and cooperation.