Returns Policy

This Returns & Refunds Policy is part of our Terms & Conditions (“Terms”) and should be therefore read alongside our main Terms & Conditions.

Bespoke Goods & Refunds

As our goods are bespoke and manufactured to order, we only accept returns and refunds in cases where the goods are defective or damaged upon arrival.

Order Cancellations

Before Manufacturing: If an order is cancelled before manufacturing begins or specific materials and tooling are ordered, there will be no charge and for any monies paid in advance we will provide a full refund. Any bespoke items are chargeable.

During Manufacturing: If an order is cancelled after manufacturing has started, we may charge for materials already used (e.g., printed materials) and direct labour costs incurred. Where payment has been made in advance, we may make a deduction for materials already used (e.g., printed materials) and direct labour costs incurred from any refund.

Defective or Damaged Goods

If you receive goods that are defective or damaged:

• You must notify us within 48 hours (or two working days) of delivery.
• Obvious damage through the packaging must be recorded on the delivery note or we will assume the damage has taken place after delivery.
• We must be given a reasonable opportunity to examine the goods.
• If we confirm the defect, we will either offer a re-run (replacement) or offer a discount.
• If a return is required, the cost of return shipping will be the customer’s responsibility unless agreed otherwise.

Pricing Errors & Order Acceptance

If we cannot accept your order, we will notify you and refund any payments made, including delivery costs.

If there is an obvious pricing error that could reasonably have been recognised as a mistake, we may cancel the order and refund any amounts paid.

For any queries, please contact us at:

Phone: 01723 584091
Mail: Prima, Salter Road, Scarborough, YO11 3UP