Returns/Refunds Policy

 

🔁 Returns & Refunds Policy

Ronnie Roo Creations – Updated Policy (Including Supplier-Personalised Items)

We want you to love your order! Whether handmade by Ronnie Roo or personalised by one of our trusted suppliers, every item is created especially for you. Because of the custom nature of our products, we follow a strict but fair returns policy outlined below.

📌 Custom & Personalised Items — No Returns

Under UK law (Consumer Contracts Regulations 2013), returns do not apply to goods that are:

  • Made to order

  • Clearly personalised

  • Created to a customer's specification

This applies to all items on our site, whether:

  • Handmade by Ronnie Roo

  • Personalised and fulfilled by our partner suppliers

Therefore, we do not accept returns or refunds for:

  • Change of mind

  • Incorrect sizing selected by the customer

  • Incorrect personalisation details (e.g., names, spellings) input by the customer

📝 Please double-check all customisation details and sizes before placing your order. We cannot offer refunds or replacements for customer errors once the item is in production.

✅ Returns for Faulty or Incorrect Items

If you’ve received:

  • A product with a manufacturing fault

  • A design or spelling error caused by us or our supplier

  • The wrong item entirely

We will make it right.

What to Do:

  • Email us within 7 days of receiving your order:
    📧 ronnieroocreations@outlook.com

  • Include:

    • Your order number

    • A clear description of the issue

    • Photos showing the fault/damage/incorrect item

Outcome Options (if approved):

  • A replacement item sent to you as soon as possible

  • A partial refund (if the issue is minor)

  • A full refund (if a replacement is not possible)

💡 In most cases, we won’t require the item to be returned — but we reserve the right to request it. If we do, we’ll cover the return postage if the error is ours.

🛑 What We Cannot Accept

  • Requests made after 7 days of receiving the item

  • Items returned without contacting us first

  • Items showing signs of wear, use, or washing

  • Items returned with stains, damage, or misuse

  • Items where care instructions were not followed

Care instructions are clearly included in each product description and should be followed to protect your item — especially vinyl and printed designs.

⏳ Refund Processing

If a refund is approved:

  • It will be issued to your original payment method

  • Please allow 7–10 working days for funds to appear, depending on your bank/payment provider

📬 Return Address

(Only provided if required — we’ll confirm by email when needed.)
Please do not send any items back without contacting us first — we cannot be held responsible for unsolicited returns.

Let me know if you’d like help writing a separate FAQ or Shipping Policy update as well to reflect supplier involvement (e.g., slightly longer lead times, different packaging, etc.).