Refund policy

Our Commitment to You

We want you to be completely satisfied with your purchase. We stand behind the quality of our handcrafted cardboard decorations and offer flexible return options to ensure your peace of mind.

Return Timeframes

Standard Products (Non-Customized)

  • Return window: 14 days from delivery date
  • Condition: Items must be unused, undamaged, and in original packaging
  • Refund: Full purchase price refunded including shipping

Custom/Personalized Products

  • Photo-customized items: Cannot be returned unless faulty or incorrect due to our error
  • Bespoke sizes/designs: Non-returnable unless faulty or our mistake

What Can Be Returned

✅ Returnable Items:

  • Standard non-customised products
  • Unused items in original condition
  • Items without personalization/photos

❌ Non-Returnable Items:

  • Custom items and kits with uploaded photos
  • Items damaged by customer use
  • Items returned after 14-day window
  • Products showing signs of assembly or event use

Return Process

Step 1: Contact Us

Email us at hello@cardecoray.co.uk within 14 days of delivery with:
  • Order number
  • Reason for return
  • Photos of the item (if claiming fault/damage)

Step 2: Return Authorization

We'll respond within 24 hours with:
  • Return authorization (if approved)
  • Return shipping instructions
  • Return address

Step 3: Ship Items Back

  • Package items securely in original packaging
  • We recommend using a tracked/insured shipping service

Return Shipping Costs

Customer Responsibility:

  • Standard returns: Customer pays return shipping
  • Change of mind: Customer covers all shipping costs
  • Sizing concerns: Customer responsible for return costs

We Cover Costs When:

  • Item is faulty/damaged on arrival
  • We sent wrong product
  • Our error in customization/printing

Refund Processing

Timeline:

  • Inspection: 1-2 business days after we receive returned item
  • Refund processing: 3-5 business days after approval
  • Bank processing: 5-10 business days (varies by bank)

Refund Method:

  • Refunds issued to original payment method
  • PayPal refunds: 1-2 business days
  • Card refunds: 5-10 business days

Damaged or Faulty Items

Our Guarantee:

If your item arrives damaged or faulty, we'll make it right:
  1. Contact us immediately with photos of damage
  2. Full replacement sent at no cost
  3. Expedited replacement for urgent events

Special Circumstances

Urgent Events:

  • Contact us immediately if items arrive damaged before your event
  • We'll arrange emergency replacement or full refund
  • Express shipping available at our cost (for our errors)

Contact Information

Questions about returns?
  • Email: hello@cardecoray.co.uk
Return Address: provided after return authorization

Your Consumer Rights

This policy doesn't affect your statutory rights under UK consumer law. You may have additional rights under the Consumer Rights Act 2015, including the right to reject faulty goods within 30 days of purchase.
For more information about your consumer rights, visit: www.gov.uk/consumer-protection-rights
Last updated: 24/09/2025