Refund policy

At Shop Matt Lawrence, all products are made to order using a print-on-demand process. This means items are produced specifically for you after you place your order.

Because of this, we do not offer refunds or returns for change of mind. However, your statutory rights under UK consumer law are always protected.

1. Personalised & Made-to-Order Items (No Change-of-Mind Returns)

Under the Consumer Contracts Regulations 2013, the standard 14-day cooling-off period does not apply to goods that are made to your specifications or clearly personalised.

As all of our products are made to order, we do not accept returns or offer refunds if you:

  • Change your mind

  • Order the wrong size, colour, or design

  • Enter incorrect personalisation details

  • Provide an incorrect shipping address

  • No longer want the item

Please check your order carefully before purchasing.

2. Faulty, Damaged, or Incorrect Items (Your Legal Rights)

Your rights under the Consumer Rights Act 2015 are not affected by this policy.

If your item is:

  • Faulty

  • Damaged in transit

  • Not as described

  • Incorrect (wrong item sent)

You are entitled to a remedy.

Depending on the circumstances, this may include:

  • Repair

  • Replacement

  • Refund

If a repair or replacement is not possible, or cannot be provided within a reasonable time, you may be entitled to a refund.

If a fault is reported within 30 days of delivery, you may have the right to reject the goods and receive a full refund.

3. Reporting a Problem

If there is an issue with your order, you must contact us within 14 days of receiving your item (or as soon as reasonably possible).

Please provide:

  • Your order number

  • Description of the problem

  • Clear photos showing the issue

Contact:
Email: [Your email address]
Website: [Your website URL]

We may request the item be returned before issuing a replacement or refund. If the item is faulty or incorrect, we will cover reasonable return costs.

4. Delivery Responsibility

We are responsible for your goods until they are delivered to the address you provided.

If you entered the wrong delivery address, you may be responsible for redelivery costs or replacement charges.

5. Statutory Rights

Nothing in this policy removes or limits your legal rights under UK consumer law.

For more information about your rights, visit the Citizens Advice website or contact your local Trading Standards office.