Refund policy

Returns & Refunds Policy

1. Custom & Bespoke Items

Most of our products are made-to-order, personalised, or custom-made to your specific requirements.

  • Under the UK Consumer Contracts Regulations, the standard 14-day "cooling-off period" (the right to cancel an order for a full refund) does not apply to bespoke or personalised goods.

  • Once an order for a custom item has been placed and production has begun, it cannot be cancelled or returned if you change your mind, have ordered the wrong size/colour, or no longer require the item.

2. Faulty or Damaged Items

We take great pride in our craftsmanship. However, if your custom order arrives and is:

  • Faulty (broken or damaged in transit)

  • Not as Described (does not match the specifications agreed at the time of order)

  • Unfit for Purpose

You are entitled to a remedy under the Consumer Rights Act 2015. Please contact us at info@withyourtouch.co.uk within 30 days of delivery. Depending on the situation, we will offer to:

  1. Replace the item with a new version matching the original specifications.

  2. Refund the full amount if a repair or replacement is not possible.

3. How to Start a Return (Faulty Goods Only)

To report a fault or error:

  1. Email us your order number and photos of the fault/issue.

  2. Do not attempt to repair the item yourself, as this may void your right to a refund or replacement.

  3. If we request a return, we will provide a prepaid postage label or reimburse your standard return shipping costs once the fault is verified.

4. Non-Custom Items (Standard Stock)

If you have purchased a "standard" (non-personalised) item from our shop:

  • You have 14 days from the date of delivery to notify us that you wish to return it.

  • You then have a further 14 days to send the item back to us in its original, unused condition.

  • You are responsible for the cost of return postage for non-faulty standard items.

5. Contact Us

For any questions regarding your order or this policy, please reach out to:

info@withyourtouch.co.uk


Return policy has been provided by:

Tagwix Ltd - Trading as With Your Touch

8 Calton Avenue, Liverpool, L181EL