Refund policy
At Stencil & Forge, we want you to be happy with your order. Please read our policy carefully before purchasing, especially for personalised or custom-made items.
Returns
We have a 30-day return policy for eligible non-personalised items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return:
- Your item must be unused and in the same condition that you received it
- It must be in its original packaging where possible
- You must provide proof of purchase or your order number
To request a return, please contact us at sales@stencilandforge.co.uk.
Returns must be authorised before being sent back. Return instructions and the return address will be provided once your return request has been approved.
Items returned without prior approval may not be accepted.
Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrect.
Personalised & Custom-Made Items
As many of our products are made to order or personalised specifically for you, these items are non-returnable and non-refundable unless they arrive faulty, damaged, or incorrect.
This includes, but is not limited to:
- Custom text or names
- Personalised designs
- Bespoke colour selections
- Custom sizing or made-to-order items
- Uploaded customer artwork or logos
Please ensure all spelling, dates, sizing, and personalisation details are correct before placing your order, as we cannot offer refunds or replacements for customer errors once production has started.
If there is an issue with your personalised order caused by us, please contact us within 7 days of delivery with photographs of the issue so we can resolve it as quickly as possible.
Damaged, Faulty, or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or incorrect, contact us immediately at sales@stencilandforge.co.uk with:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
We will assess the issue and, where appropriate, offer a replacement, repair, or refund in line with your consumer rights.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please contact us first. Eligible non-personalised items may be returned and a new order placed separately.
Sale Items & Gift Cards
Unfortunately, sale items, clearance items, and gift cards cannot be returned or refunded unless faulty.
European Union 14-Day Cooling Off Period
Under UK and EU consumer regulations, customers may normally cancel eligible orders within 14 days of receiving their goods.
However, this right does not apply to personalised or custom-made items created specifically for you, in accordance with The Consumer Contracts Regulations 2013.
Non-personalised items may still be returned within this period provided they are unused and in their original condition.
Refunds
Once we receive and inspect your approved return, we will notify you whether your refund has been approved.
If approved, refunds will be processed back to your original payment method within 10 business days. Please note that banks and payment providers may take additional time to process the refund.
Original shipping costs are non-refundable unless the item is faulty or we have made an error with your order.
If more than 15 business days have passed since your refund was approved, please contact us at sales@stencilandforge.co.uk.