Returns, Cancellations & Rights of Withdrawal Policy

Last updated: 02/11/2025

At Indelible Impression, every item is handmade with care and attention to detail. Because most of our products are made especially for you, there are a few important things to know about returns and cancellations.

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💌 Order Cancellations & Right to Withdraw

Under UK and EU consumer law, customers have the right to cancel certain online purchases within 14 days of receiving their order.

However, because almost everything we make is personalised or custom-made, this right does not apply once your order has entered production.
This includes any product customised with names, dates, colours, messages, or designs chosen by you.

If you wish to cancel your order, please contact us as soon as possible. If production has not yet started, we’ll do our best to help.

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❌ Items That Cannot Be Returned or Cancelled

Unfortunately, we cannot accept returns, exchanges, or cancellations for:

• Personalised or custom-made items
• Digital downloads
• Sale or clearance items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery so we can put things right.

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🔁 Returns for Non-Personalised Items

If you’ve purchased an item that isn’t personalised, you may return or cancel it within 14 days of receiving it.

To do this:

1. Contact us within 14 days of delivery.
2. Return the item in its original condition within 21 days of delivery.
3. Once received, we’ll process your refund (excluding original postage costs).

Buyers are responsible for return postage costs unless the item is faulty or incorrect.

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📝 Model Withdrawal Form

If you’d like to formally withdraw from your purchase for an eligible (non-personalised) item, you can copy and complete this form and send it via our contact page, or to hello@indelibleimpression.co.uk:

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Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract)
To: Indelible Impression
Email: [insert your contact email here]
I hereby give notice that I withdraw from my contract of sale for the following item(s):
— Ordered on [date] / received on [date]
— Name of customer: [your name]
— Address of customer: [your address]
— Signature (if sent on paper): [signature]
— Date: [date]

💖 Our Promise

Every order at Indelible Impression is created by hand, with love and care.
Small variations in colour or placement can occur — these are part of what makes each piece unique.

If something isn’t right, please contact us before leaving a review so we can find the best solution together.