Return and refund Policy

 Returns Policy for Personalised Goods:

We take great care to produce high-quality personalised goods that meet your expectations. However, in the unlikely event that you are not completely satisfied with your purchase, we offer the following returns policy:

1. Right to Cancel: As personalised goods are made to order and unique to you, you cannot cancel or amend the order once it has been placed. This is because the personalised product will have been made specifically for you and therefore cannot be resold.
2. Faulty or Damaged Goods: In the event that your personalised item is faulty or damaged, please contact us within 14 days of receipt of the goods to discuss your concerns. We will require you to send photos of the product highlighting the issue. If we confirm that there is a fault or damage, we will offer a replacement or a refund. The faulty or damaged product must be returned to us before we can issue a refund.
3. Mistakes: If we have made a mistake with your personalisation, please contact us as soon as possible. We will investigate and endeavour to rectify the issue. If the mistake is ours, we will offer a replacement or a refund.
4. Non-Faulty Goods: If you have changed your mind about your purchase and wish to return the item, we regret that personalised goods are not eligible for return as they have been made specifically for you.
5. Refunds: Refunds will only be issued once we have received and inspected the returned item(s). The refund will be made using the original payment method within 14 days or earlier. Shipping and handling fees are non-refundable.

To help us respond quickly, please try to include as much information as possible to hello@socialfest.co.uk:  

• Name
• Email Address
• Postal Address
• Problem with fault
• Photo of the faulty product*
• Replacement or Refund required? 

Multiple refund requests

If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.

Un-received orders

If you have not received your item(s) and have taken into account lead times & delivery times, please contact your local sorting office even if you have not received a calling card please also check with neighbours to see if they received it on your behalf. If there is still no sign please contact us immediately. If your item(s) have not been returned to us, Royal Mail requires ten full working days from the day of dispatch to classify your item(s) as lost at which point a full refund or replacement will be given.

This returns policy does not affect your statutory rights. If you have any further questions about our returns policy, please do not hesitate to contact us at hello@socialfest.co.uk