At De-ency we we strive to ensure you are satisfied with your purchase. This Refund Policy outlines your rights to cancel orders, handle returns, and the process for obtaining refunds. Our policy is designed to comply with the Consumer Contracts Regulations in the UK and is tailored to our specific products, including those fulfilled by our manufacturing partner, Prodigi.

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1.0 Cancellation Rights

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1.1 Before Production

You have the right to cancel your order and receive a full refund if you notify us before the production of your item begins. To cancel an order, please contact us immediately at suport@de-ency.com before the production process starts.

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1.2 After Production

Once production has commenced, we are unable to guarantee the cancellation of your order. As our products are custom-made and personalised, we will incur costs associated with the production process. Therefore, if you cancel after production has started, you will be responsible for these costs.

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2.0 Return Policy

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2.1 General Policy

Due to the bespoke nature of our products, we do not accept returns of unwanted items. This includes all custom-made, personalised, and print-on-demand products. Damaged or Incorrect Items

If you receive an item that is damaged or incorrect, please contact us at support@de-ency.com within 30 days of receiving your order. We will arrange for the return of the item at our expense and provide a full refund or replacement.

 

2.2 Address Errors

If an order is shipped to an incorrect address provided by you, we are not responsible for the additional costs associated with re-shipping the package.

If the package is returned to us, we will contact you to confirm the correct address and re-ship the package at your expense. Please ensure the recipient’s address is accurate before placing an order to avoid these issues.

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3.0 Refund Handling

1. Return Request: You must notify us of your intent to return the item within 30 days of receiving it.

2. Return Shipping Costs: You will be responsible for any return shipping costs associated with your return, except where the item is defective or was sent in error.

3. Condition of Returned Items: All returned items must be in their original condition, unused, and in the original packaging. We reserve the right to refuse a refund or deduct an appropriate amount from your refund if the item shows signs of use or damage.

4. Inspection and Processing: Once we receive the returned item, we will inspect it to ensure it meets the return criteria. If approved, we will process your refund within 30 days using the original payment method.

5. Exclusions: Please be aware that certain items may be non-returnable, unless they are defective or damaged. We appreciate your understanding and are committed to providing quality products and customer service. If you have any questions about the return process, please contact us.

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4.0 Policy Updates

We may update this Refund Policy periodically. Any changes will be posted on our Site and will take effect immediately. Please review this policy regularly to stay informed about how we handle returns and refunds.

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