Returns and Refund Policy

At C-Creationz, many of our products are personalised, custom-made, or made to order. Because of this, we do not offer a standard change-of-mind return window for personalised or custom items.

If there is a problem with your order, please contact us at enquiries.customcreationz@gmail.com and we’ll look into it for you.

Personalised and custom-made items

Personalised, custom-made, or made-to-order items cannot usually be returned or refunded unless they arrive faulty, damaged, incorrect, or not as described.

This includes items made with names, dates, wording, logos, colours, sizes, artwork, or other details chosen or approved by the customer.

Damaged, faulty, incorrect, or missing items

Please check your order when it arrives. If your item is damaged, faulty, incorrect, or something is missing, email us at enquiries.customcreationz@gmail.com with:

• your order number
• a short description of the issue
• clear photos of the item, packaging, and any damage where relevant

We’ll review the issue and let you know the next step. Depending on the situation, we may offer a replacement, repair, partial refund, or full refund.

Customer-approved designs and order details

Please check all names, dates, wording, colours, sizes, and artwork carefully before submitting or approving an order.

If an item has been made using details supplied or approved by the customer, we may not be able to refund or replace it unless the issue was caused by us.

Non-personalised items

If we sell a non-personalised item, return options may be available in line with your statutory rights.

Items must usually be unused, in their original condition, and returned with any original packaging where possible. Please contact us before sending anything back so we can confirm whether the item is eligible and provide return instructions.

How to start a return or refund request

To start a return or refund request, contact us at:

enquiries.customcreationz@gmail.com

Please do not send items back without contacting us first. Items returned without approval may not be accepted.

If a return is approved, we’ll send instructions on how and where to send the item.

Return postage

Return postage responsibility depends on the reason for the return.

If the item is faulty, damaged, incorrect, or not as described, we’ll confirm the best way to resolve this with you.

If a return is accepted for another reason, the customer may be responsible for the return postage cost.

Refunds

If a refund is approved, it will be processed back to the original payment method where possible.

Refund processing times can vary depending on your bank or payment provider. We’ll confirm once the refund has been issued from our side.

Statutory rights

This policy does not affect your statutory rights.