Refund policy

1. PERSONALISATION OF PRODUCTS

1.1  It is up to you to ensure that all content in a personalised product is correct, and (for example) is correctly spelt. We cannot edit or cancel an order for a personalised product once it has been placed so please double-check your order on screen before confirming your purchase. Please refer to Section 2 for further information on Changing or Cancelling an Order.

 

2. CHANGING OR CANCELLING AN ORDER

2.1  You cannot cancel or edit your Order of personalised products once the order has been placed and an order confirmation email received.

2.2  We are not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammatical errors; poor image quality derived from low resolution images, order quantity, or other ordering errors, including delivery address. To prevent these errors from happening, please review your order carefully before proceeding to payment.

 

3. REFUND POLICY

3.1  If, upon receiving your Product(s), they are damaged or the printing is faulty, you may request a refund or reprint in accordance with clause 3.2 below. We will not refund you if the Product(s) are in a good condition but the content is wrong due to a mistake made when ordering - please refer to Section 1 for further information on ordering personalised products.

3.2  You can request a refund or reprint in the case of printing faults or damage on your Order within 14 days of the date of receipt of the Product(s). Please email support@backthen.app with your order number, a description and clear photograph of the damaged goods and we will consider if you are eligible for a refund or reprint. As stated in Section 2.2, we do not take responsibility for customer generated mistakes.

3.3  If you choose to receive a refund, we will refund you the total amount you paid for the Product(s) plus any delivery charges you may have paid, within 28 days of the day on which you provide us with evidence that the Product(s) are faulty.

3.4  If you choose to have your Product(s) reprinted, we will do so free of charge and resend to you at no extra cost.

3.5  Please note, it is not our policy to offer both a refund and a reprint.

 

4. RETURNS POLICY

4.1  If, upon receiving your Product(s) from the courier, there is obvious damage to the packaging, do not accept the package. Request that it be returned. 

4.2  If, upon receiving your Product(s), they are damaged or the printing is faulty, you may request a refund or replacement. Please refer to section 3 for further information.