Refund policy
REFUND POLICY
At TARCHIES, we check every order before it leaves us — but if something isn't right, we'll make it right. This policy explains when you can return an item and how refunds work. Nothing in this policy affects your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
DAMAGED, FAULTY OR INCORRECT ORDERS
Please inspect your order on arrival. If your item is defective, damaged, misprinted or not what you ordered, contact us at info@tarchies.com within 30 days of receiving it, including your order number and a photo of the issue. We will send a free replacement or issue a full refund — whichever you prefer. You will not need to return the item to us.
PERSONALISED ITEMS
Personalised products are made to order, just for you. For this reason, and in accordance with the Consumer Contracts Regulations 2013, personalised items are exempt from the right to cancel and cannot be returned or refunded if you change your mind, or if the personalisation details you provided contain errors (please double-check names, ages and spellings before ordering).
This exemption does not affect your statutory rights: if a personalised item arrives damaged, faulty or incorrect due to our error, we will replace or refund it as described above.
CHANGE OF MIND — NON-PERSONALISED ITEMS (14-DAY COOLING-OFF PERIOD)
For non-personalised items, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification.
To exercise this right:
1. Contact us at info@tarchies.com within 14 days of receiving your order, including your order number.
2. Return the item to us within 14 days of telling us you wish to cancel. Items must be unused and in their original condition. Return postage is at your own cost.
3. Returns should be sent to: [Suite 10075 5 Brayford Square, London, E1 0SG]
Please contact us before sending anything back — items returned without first requesting a return may not be accepted.
We will refund you, including standard delivery charges, within 14 days of receiving the returned item (or proof of postage, whichever is earlier).
CANCELLING BEFORE DISPATCH
We work quickly — most orders are printed within hours of being placed. If you need to cancel or amend an order, contact us at info@tarchies.com as soon as possible and we will do our best to catch it before it is dispatched. Once a personalised item has been printed, we are unable to cancel it.
EXCHANGES
The fastest way to get the design you want is to request a return for the item you have (where eligible) and place a new order separately.
NON-RETURNABLE ITEMS
The following cannot be returned unless faulty:
- Personalised or custom-made items (see above)
- Gift cards
REFUNDS
Once we have received and inspected your return (where a return is required), we will notify you of the outcome. Approved refunds are issued to your original payment method within 14 days at the latest, and typically within 3–5 working days. Depending on your bank or card provider, it may take a few additional days for the refund to appear on your statement. If more than 15 working days have passed since your refund was approved, please contact us at info@tarchies.com.
QUESTIONS
You can contact us about returns and refunds at any time at info@tarchies.com. We aim to reply within 24 hours, Monday to Friday.