Refund & Returns Policy

Last updated: October 2026

​

We want you to be happy with your purchase. Because our products are made to order through a print-on-demand production process, some products are produced specifically for you once your order has been placed.

​

This policy explains when we can accept returns, issue refunds or provide replacement products, and does not affect your statutory rights under UK consumer law.

1. Print-on-Demand/Dropshipping Products

Most of our products are made to order rather than being held as traditional pre-made stock.

This means that, where permitted by UK law, we may be unable to accept returns simply because you have changed your mind if the product has been personalised, customised or made to your specific requirements.

However, this does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or does not match the description provided at the time of purchase.

2. Your Statutory Rights

Under the Consumer Rights Act 2015, goods supplied to consumers must be:

• Of satisfactory quality;

• Fit for their intended purpose; and

• As described.

Nothing in this policy limits or excludes any legal rights that you have under UK consumer law.

Where a product does not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and your legal rights.

3. Faulty, Damaged or Incorrect Items

If your order arrives:

• Damaged;

• Defective or faulty;

• With a significant printing or manufacturing error;

• Different from the product you ordered; or

• With another problem that means it does not meet the requirements of the Consumer Rights Act 2015, please contact us as soon as reasonably possible.

Please provide:

1. Your order number;

2. A description of the problem; and

3. Clear photographs showing the product and the issue.

4. ​

Photographs help us investigate the problem with our print and fulfilment partner and, where appropriate, arrange a replacement or refund as quickly as possible.

​

4. Change of Mind

For standard, non-personalised goods purchased online, UK consumers generally have a statutory right to cancel an order within 14 days of receiving the goods, followed by a further 14 days to return them.

However, this right does not apply to certain types of goods, including goods that are made to the consumer's specifications or clearly personalised, where the relevant legal exemption applies.

Because our products are produced on demand, some items may fall within this exemption.

Where the cancellation exemption does not apply, your statutory cancellation rights remain unaffected.

If you are unsure whether your particular product qualifies for the cancellation exemption, please contact us before returning the item.

5. Returns for Change of Mind

Where a statutory cancellation right applies and you choose to cancel your order:

• You must notify us within the applicable 14-day cancellation period;

• You will normally then have a further 14 days to return the goods;

• Goods should be returned in an appropriate condition, allowing for reasonable handling to establish their nature, characteristics and functioning;

​

6. How to Request a Return or Refund

To request a return, cancellation, replacement or refund, please contact us immediately using the contact form on the website

Please include:

• Your full name;

• Order number;

• Date of purchase;

• Reason for your request; and

• Photographs where the product is faulty, damaged or incorrectly supplied.

We will review your request and explain the next steps.

7. Refunds

Where you are legally entitled to a refund, we will process it without undue delay and within the time period required by applicable UK law.

Where a statutory cancellation applies, refunds will normally be made using the original payment method.

Where goods are returned because you have exercised a statutory cancellation right, we may withhold reimbursement until we have received the goods back or you have provided evidence that they have been returned, whichever occurs first, where permitted by law.

Refunds will not be subject to an additional administration or processing fee.

8. Replacement Products

Where a product is faulty, damaged or incorrectly supplied, we may offer a replacement where appropriate.

A replacement product will normally be produced and shipped using the same print-on-demand process as the original order.

If a replacement is not appropriate or reasonably available, you may have the right to another remedy, including a refund or price reduction, depending on the circumstances and your statutory rights.

9. Incorrect Customer Information

We cannot normally accept responsibility for an order being delivered incorrectly where the customer has entered an incorrect or incomplete delivery address at checkout.

If you notice an error in your delivery information after placing an order, please contact us as soon as possible.

Because orders may enter production shortly after purchase, we cannot guarantee that an address can be changed or an order cancelled once production has begun.

This does not affect your statutory rights.

10. Personalised and Custom Products

Products that are personalised or produced according to specifications supplied by the customer may not be eligible for cancellation simply because the customer has changed their mind.

This includes, for example:

• Products featuring a customer's name;

• Products containing customer-supplied text or images;

• Products produced to specific customer requirements; or

• Other goods that are clearly personalised or made specifically for the customer.

This exemption does not apply where the product is faulty, damaged, incorrectly supplied or otherwise fails to meet your statutory rights.

11. Exchanges

Because our products are produced on demand, we do not generally offer exchanges simply because a customer has selected the wrong size, colour or design.

Where a statutory cancellation right applies, you may instead be entitled to cancel the order and return the goods in accordance with the applicable cancellation rules.

Where an item is faulty or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights.

12. Our Legal Responsibilities

Nothing in this policy excludes or limits liability or rights that cannot legally be excluded or limited.

In particular, nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

Where a provision of this policy conflicts with a mandatory legal right, the mandatory legal right will take precedence.

13. Contact Us

If you have any questions about returns, refunds or an issue with your order, please contact us:

Website: stevehutson.co.uk

We will always try to resolve problems fairly and as quickly as reasonably possible.