Refund policy

Returns, Refunds and Cancellations Policy

Last updated: 11 July 2026

1. Our approach

1.1 We want you to be satisfied with your order. Because many Penguin Productions products are personalised or made specifically to a customer’s requirements, return and cancellation rights differ between standard non-personalised products and products made to your specifications or clearly personalised.

1.2 This policy is provided in addition to your legal rights. Nothing in this policy excludes or limits your statutory rights.

2. Standard non-personalised products

2.1 If you purchase a standard non-personalised product online, you may cancel your order at any time after placing it and up to 14 days after receiving the product.

2.2 You do not need to provide a reason for cancelling.

2.3 After notifying us that you wish to cancel, you must return the product within a further 14 days.

2.4 Products should be returned unused, unworn and in their original condition and packaging where reasonably possible.

2.5 You may inspect a product in the same way that you reasonably could in a shop. We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

2.6 Unless the product is faulty, damaged, incorrect or not as described, you are responsible for arranging and paying for the return.

2.7 Where a valid cancellation applies, we will refund:

• the price paid for the returned product; and
• the cost of our least expensive standard delivery option, where an outbound delivery charge was paid.

2.8 If you selected an enhanced or express delivery service, we are not required to refund the additional amount above the cost of standard delivery.

3. Personalised and custom-made products

3.1 The statutory change-of-mind cancellation right does not apply to products made to your specifications or clearly personalised.

3.2 This includes products featuring customer-specific details such as:

• names, initials, dates, wording or messages;
• photographs or uploaded images;
• logos or customer-supplied artwork;
• custom printing, embroidery or engraving;
• customer-selected layouts or designs created specifically for the order; or
• any other customer-specific specification.

3.3 A product is not treated as personalised solely because it is produced after an order is placed. The exclusion applies where the product has been made to your specifications or clearly personalised.

3.4 We cannot offer a change-of-mind refund or exchange for a product made to your specifications or clearly personalised.

3.5 If you contact us before production begins, we may be able to amend or cancel the order as a goodwill measure. This is not guaranteed because materials, artwork preparation or production may already have been committed.

4. Personalisation details and proofs

4.1 You are responsible for checking all information supplied with your order, including:

• names and spelling;
• dates and wording;
• colours and sizes;
• design and font selections;
• photographs and images;
• logos and artwork files; and
• delivery details.

4.2 Products will be made using the information you submit during the order process.

4.3 Where we provide a proof, you must check it carefully before approving it. Production will proceed using the proof that you approve.

4.4 We cannot provide a refund, replacement or exchange where a product has been produced correctly using information or artwork supplied or approved by you.

4.5 This does not apply where we have made an error, the product is faulty, or the finished product does not match the information or proof that you approved.

5. Faulty, damaged, incorrect or misdescribed products

5.1 Products must be of satisfactory quality, fit for their intended purpose and match their description.

5.2 If a product is faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible at enquiries@penguinproductions.uk.

5.3 Reporting transit damage within seven days helps us investigate the issue with the delivery provider, but this does not limit or replace your statutory rights.

5.4 Please provide:

• your order number;
• a description of the problem; and
• clear photographs showing the product, packaging and issue where possible.

5.5 Depending on the circumstances and when the problem is reported, you may be entitled to reject the product for a refund or request a repair or replacement under the Consumer Rights Act 2015.

5.6 Where a product must be returned because it is faulty, damaged, incorrect or not as described, we will arrange or reimburse reasonable return postage.

6. Requesting a return, cancellation or refund

6.1 Email enquiries@penguinproductions.uk and include:

• your name;
• your order number;
• the product concerned;
• whether you are requesting a cancellation, return, replacement or refund; and
• the reason for your request.

6.2 We will confirm the next steps and provide the return address where a return is required.

6.3 Please contact us before returning a product so that we can identify and process it correctly. This does not prevent you from exercising any statutory cancellation or return right.

6.4 We recommend obtaining proof of postage when returning a product.

7. Refund processing

7.1 For a valid change-of-mind cancellation, we will issue the refund within 14 days of:

• receiving the returned product; or
• receiving evidence that you have sent the product back,

whichever occurs first.

7.2 Refunds for faulty or incorrect products will be processed in accordance with the Consumer Rights Act 2015.

7.3 Refunds will normally be issued to the original payment method.

7.4 Your bank or payment provider may require additional time to display the refund in your account.

8. Exchanges

8.1 We may offer an exchange for an eligible non-personalised product, subject to stock availability.

8.2 Personalised or custom-made products can only be exchanged where they are faulty, damaged, incorrect or not as described.

9. Business, trade and wholesale orders

9.1 The quotation governs orders placed wholly or mainly for business purposes, order confirmation or other terms agreed for that order.

9.2 Consumer cancellation rights do not generally apply to business-to-business purchases.

9.3 If a business, trade or wholesale order is cancelled after design, purchasing or production work has begun, we may charge for materials, artwork, labour and other costs already incurred or committed.

10. Contact details

Penguin Productions
Email: enquiries@penguinproductions.uk
Website: penguinproductions.uk

11. Model cancellation form

You may use the following form to cancel an eligible standard non-personalised order, though you are not required to.

To: Penguin Productions, 8 Craigie Place, Coatbridge, ML5 5JY
Email: enquiries@penguinproductions.uk

I hereby give notice that I cancel my contract for the purchase of the following goods:

Order number:
Products:
Ordered on:
Received on:
Customer name:
Customer address:
Date: