Unless there has been an error on our part or the item you purchased is defective, you have no right to cancel and we cannot accept returns on ‘Personalised’ or ‘bespoke’ items, whether by name or date, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation details and dates.
You have the right to return an item which is not personalised/bespoke within 14 days without giving any reason.
If you want to return an item, simply email us at email@example.com or call us on 0800 197 2621 indicating order number, which item(s) and the number of items to be returned, your reason for returning the item, and whether you are seeking a replacement, alternative or refund. We also ask you to give us a daytime contact telephone number. If the item is returnable under our Returns Policy terms and conditions as per below, we will issue you with a returns address and a Returns Authorisation Code. You must obtain a Returns Authorisation Code before sending anything back to us or we will not otherwise be able to process your Return.
- Lost in Transit if Product Returned We cannot be held responsible for packages lost in transit: as you are responsible for returning the items to us, we recommend sending the packages by Recorded/Special delivery.
PLEASE NOTE: item(s) returned to us for reasons not due to our error or defective Product(s) will not have return postage/shipping costs refunded.
If you return an item, whether personalised or not, because of an error on our part, or because it is defective or damaged, we will happily refund your costs in returning it to us. The item(s) must be returned in the condition in which you received it, or a photo as proof of damage must be sent to firstname.lastname@example.org within 30 days of delivery.
REFUNDS AND REPLACEMENTS
For item(s) returned to us within 14 days of the request of return with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by ASAP Promo Ltd. within 14 working days of receipt of the returned items. A refund will be made in the same form of payment that was used to make the initial purchase. If you would like a Replacement, this will be to your original product specification (e.g. Gift Box) as detailed on your original order and will be sent via the same delivery method. If you wish to upgrade your delivery method for the replacement item, the difference in cost for this upgrade must be paid to us. Any requests for refunds or replacements must be given to ASAP Promo Ltd. within 30 days of the original order date.
PRODUCT LOST IN TRANSIT
If a product is not delivered within the timescale stated at despatch we will require confirmation that the sorting office or local depot has been checked before a replacement is sent out. If tracking information has been provided for your order it is your responsibility to check the status of delivery and follow any advice left by the delivery service on this tracking information.
- Delivery Issues
In the unlikely event you do not receive products ordered by you within 28 days of the date on which you ordered them; ASAP Promo Ltd. shall have no liability to you unless you notify us by email at of the problem within 30 days of the date on which you ordered the product(s).
Unless you have cancelled your order prior to delivery, you will become the owner of the Products once they have been delivered to you. In any case, after delivery they will be held at your own risk and we will not be liable for any loss, damage or destruction to the Products except insofar as it arises from an inherent defect in any of the Products.