Refund policy

REFUND & RETURNS POLICY

At The Random Artificer, many of our products are custom-made, personalised, laser engraved, 3D printed, or manufactured to order specifically for each customer. Because of this, our returns policy differs from that of retailers selling standard off-the-shelf products.

Nothing in this policy affects your statutory rights under UK consumer law.

SECTION 1 - CANCELLATIONS

You may cancel an order before production of your item has begun by contacting us as soon as possible at shop@randomartificer.co.uk.

Once production has started, we may be unable to cancel your order because materials, labour and resources will already have been committed to creating your item.

If cancellation is possible after production has begun, we reserve the right to deduct reasonable costs incurred up to the point of cancellation.

SECTION 2 - PERSONALISED AND CUSTOM-MADE ITEMS

Under the Consumer Contracts Regulations 2013, goods that are made to a customer's specification, personalised, customised or otherwise produced specifically for an individual customer are exempt from the standard 14-day cancellation and change-of-mind return rights.

As a result, we cannot accept returns or provide refunds for:

• Personalised products
• Custom-made products
• Made-to-order products
• Products featuring custom text, names, dates, messages or artwork supplied by the customer
• Special-order items sourced specifically for a customer

Please ensure all spelling, dates, measurements, design choices and personalisation details are correct before placing your order, as we cannot be responsible for errors supplied by the customer.

SECTION 3 - STANDARD NON-PERSONALISED ITEMS

Where a product is not personalised, custom-made or made to order, you have the right to cancel your purchase within 14 days of receiving the goods.

You must notify us in writing within this period if you wish to exercise your right to cancel.

Returned items must be:

• Unused
• In their original condition
• Complete with any packaging and accessories where reasonably possible

You are responsible for the cost of returning unwanted items unless we have agreed otherwise.

Once the item has been received and inspected, any refund due will be processed within 14 days using the same payment method used for the original purchase.

SECTION 4 - DAMAGED, FAULTY OR INCORRECT ITEMS

If your item is damaged, faulty, or not as described, please contact us within 30 days of delivery at shop@randomartificer.co.uk and provide:

• Your order number
• A description of the issue
• Clear photographs showing the fault or damage where applicable

Where a product is confirmed to be faulty, damaged, defective, or not as described, we will, at our discretion and in accordance with your statutory rights:

• Repair the product;
• Replace the product; or
• Provide a full or partial refund.

We may require the item to be returned before a refund or replacement is issued.

SECTION 5 - CUSTOMER-APPROVED DESIGNS

Where proofs, mock-ups, artwork previews or design approvals are provided, it is your responsibility to carefully review all details before approving production.

Once approval has been given and production has commenced, we cannot accept responsibility for errors that were present in the approved design, including spelling mistakes, dates, sizing, layout choices or other customer-approved information.

SECTION 6 - COLOUR, MATERIAL AND FINISH VARIATIONS

Many of our items are handmade, handcrafted, laser engraved, 3D printed, painted, finished or produced using natural materials.

Minor variations in colour, grain, texture, finish, dimensions or appearance are normal and do not constitute faults.

Product photographs are provided for illustration purposes only. Actual products may vary slightly from images shown on our website.

SECTION 7 - RETURNING ITEMS

If a return has been authorised, returned goods should be securely packaged to prevent damage during transit.

We recommend using a tracked delivery service, as we cannot be responsible for returned items lost in transit.

Return instructions will be provided when your return request is approved.

SECTION 8 - REFUNDS

Where a refund is approved, it will be issued using the original payment method wherever possible.

Refunds are normally processed within 14 days of receiving the returned item or, where no return is required, within 14 days of agreement that a refund is due.

Delivery charges will only be refunded where required by law or where the return results from our error, a faulty product, or a product that was not as described.

SECTION 9 - CONTACT US

If you have any questions regarding returns, refunds, replacements or cancellations, please contact us:

The Random Artificer
Website: https://therandomartificer.co.uk