Refund policy

REFUND POLICY

At Staples Creative, we want you to be happy with your order. Please read this policy carefully as it differs depending on whether your order includes custom decoration.

CUSTOM AND PERSONALISED ITEMS All embroidered and printed items are made to order and personalised to your specifications. As such, they are exempt from the standard 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We do not accept returns or offer refunds on custom items unless the item is faulty, damaged, or we have made an error with your order. If this is the case, please contact us within 30 days of receiving your order and we will put it right - either with a replacement or a full refund, at your choice.

BLANK AND UNDECORATED ITEMS If you have ordered a blank garment or item with no decoration, you have the right to cancel your order and return the item within 14 days of receiving it, for any reason. To be eligible, items must be unworn, unused, in their original condition and packaging, with all tags attached. Return postage costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked service as we cannot be responsible for items lost in transit.

FAULTY, DAMAGED OR INCORRECT ITEMS Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. We will cover return postage costs for any items that are faulty or sent in error. Please do not send items back without contacting us first.

HOW TO REQUEST A RETURN Contact us at info@staplescreative.co.uk with your order number and details of the issue. We will respond within 2 business days with next steps. Items sent back without prior authorisation will not be accepted.

Returns should be sent to: Staples Creative Unit 9 Crook Business Centre New Road, Crook Durham, DL15 8QX United Kingdom

REFUNDS Once we have received and inspected your return, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow 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 info@staplescreative.co.uk.

EXCEPTIONS We are unable to accept returns on gift cards or items that have been used, washed, or removed from their original packaging.

YOUR STATUTORY RIGHTS Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

CONTACT For any questions about returns or refunds, please get in touch at info@staplescreative.co.uk.