Returns & Refunds

Bespoke, personalised & made-to-order items

Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods made to your specification or clearly personalised. This covers almost every item we produce, including custom 3D prints, personalised mugs, printed apparel with your artwork and one-off commissions.

Stock items

For any non-personalised stock items we sell (blank sample prints, standard merchandise), you have 14 days from delivery to notify us in writing that you wish to cancel, and a further 14 days to return the item at your cost in original, unused condition with all packaging. We will refund the item price within 14 days of receiving the goods back.

Faulty or misdescribed goods

If your item is faulty or does not match its description, contact us at info@inkhive.app or call +44 7376 539 608 within 30 days of delivery with photographs. Under the Consumer Rights Act 2015 you may be entitled to a repair, replacement or refund. Return postage on confirmed faulty items is at our cost.

Order changes

Once you have approved the digital proof and production has commenced, changes are not possible. Requests made before proof approval will be accommodated where practical; additional charges may apply.

Refund method

Approved refunds are issued to the original payment method within 14 days. Card refunds may take a further 3–10 working days to appear depending on your issuer.

Chargebacks

Please contact us before raising a chargeback with your bank. See our Terms & Conditions for full chargeback policy — we defend disputes robustly on bespoke work and reserve the right to recover costs.