Returns, Refunds and Cancellations
This policy does not reduce your rights under applicable consumer law.
Standard, non-custom products
For standard products that have not been personalised or made to your specification, you may cancel your order by notifying us within 14 days after delivery.
After notifying us, you have a further 14 days to return the product.
Contact:
Include your order number and the products you wish to return.
Condition of change-of-mind returns
You may inspect a product as you reasonably would in a shop. You are responsible for any reduction in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and function.
Products should be returned securely packaged and, where reasonably possible, with their original packaging.
Return postage
For an ordinary change-of-mind return:
- You are responsible for the direct cost of returning the product.
- We recommend using a tracked service.
- You remain responsible for the return until it reaches us.
Where the whole eligible order is cancelled, we will refund the original standard delivery charge where required by law. Any extra amount paid for an upgraded or faster delivery service is not normally refundable beyond the cost of the standard service.
Custom and personalised products
The statutory change-of-mind cancellation right does not normally apply to products made to your specification or clearly personalised.
This includes:
- Custom Cutters.
- Custom Stamps.
- Bulk Custom Cutters.
- Repeat Items made from a previous custom design.
- Other products manufactured specifically from customer-provided measurements, images or instructions.
Contact us immediately if you need to cancel a custom order.
We may accept cancellation where design work, Proof preparation and production have not begun. Once any of that work has started, the order cannot normally be cancelled or refunded because you have changed your mind.
This does not affect your rights where a custom product is faulty, damaged, incorrectly manufactured or materially different from what was agreed.
Changes after Proof approval
You are responsible for checking the details shown in a Proof before approving it, including:
- Shape.
- Orientation.
- Size.
- Text and spelling.
- Debossed or stamped details.
- Any other visible specification.
After approval, further changes may require a new design charge or a replacement order where production has already begun.
Faulty, damaged or incorrect products
Contact us as soon as possible if an item arrives:
- Damaged.
- Faulty.
- Incorrect.
- Missing from the order.
- Materially different from the agreed specification.
We may request clear photographs or video so we can assess the problem and raise any necessary postal claim.
Where the evidence is sufficient, we may issue a replacement or refund without requiring the original product to be returned. If a return is necessary because the product is faulty, damaged or incorrect, Night Imp Claymancy will cover reasonable return costs.
We may choose to:
- Repair the product where appropriate.
- Replace it.
- Remake the affected custom item.
- Issue a partial refund where agreed.
- Issue a full refund where required.
Refund timing
Approved refunds are returned to the original payment method.
Banks and payment providers may take additional time to show the refund after it has been processed.
The statutory cancellation period and custom-goods exception are reflected in UK online-selling guidance