Refund policy

RETURNS, REFUNDS AND CANCELLATIONS

Last updated: 06.09.2026

This policy is a starting draft for a UK online shop. Complete the placeholders and review it against your exact products and processes before publishing. Nothing in this policy limits your statutory rights.

CHANGE-OF-MIND CANCELLATIONS FOR ELIGIBLE GOODS

For eligible non-personalised goods bought online, you may tell us that you wish to cancel within 14 days after the goods are delivered to you. After telling us, you normally have a further 14 days to return them.

To cancel, email hello@neverplainstudio.com with your name, order number and the item(s) concerned, or use the model cancellation wording below. We will provide return instructions and the return address.

PERSONALISED AND CUSTOM-MADE GOODS

The statutory change-of-mind cancellation right generally does not apply to goods made to your specifications or clearly personalised. This includes custom designs made using the colours, themes, charms, layout or device details you selected. It does not remove your rights if the item is faulty, not as described or not fit for purpose.

RETURN CONDITION

You must take reasonable care of eligible goods while they are with you. Please return them safely packaged with all supplied parts. We may make a deduction where handling beyond what is necessary to inspect an item has reduced its value, where the law allows.

RETURN POSTAGE

You are responsible for the direct cost of returning change-of-mind items. We recommend obtaining proof of postage. If an item is faulty, damaged on arrival, incorrect or not as described, contact us before returning it so we can arrange the appropriate next step and reasonable return costs.

REFUNDS

For an eligible cancelled order, we will refund the product price and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, the additional amount is not normally refundable.

We will issue the refund without undue delay and normally within 14 days after receiving the returned goods, or after you provide evidence that they were sent back, whichever is earlier. Refunds are made to the original payment method unless otherwise agreed.

FAULTY, INCORRECT OR MISDESCRIBED ITEMS

If your item is faulty, not as described, not fit for purpose, or you received the wrong item, contact hello@neverplainstudio.com with your order number, a description of the issue and clear photographs where possible. Do not attempt a repair before contacting us. We will assess the issue and provide the remedy required by applicable consumer law, which may include repair, replacement, price reduction or refund depending on the circumstances and timing.

ORDER CHANGES

Contact us immediately if you need to change an order. We cannot guarantee changes after materials have been allocated, work has begun or the order has been dispatched. Changes to a custom design may alter its price and lead time.

MODEL CANCELLATION WORDING

To: Never Plain
23 Portobello Drive
Martham
NR294FJ

hello@neverplainstudio.com

I hereby give notice that I cancel my contract for the sale of the following goods:
[ITEM AND ORDER NUMBER]

Ordered on / received on: [DATE]
Customer name: [NAME]
Customer address: [ADDRESS]
Date: [DATE]

CONTACT AND RETURN ADDRESS

Never Plain, operated by Never Plain Studio
23 Portobello Drive
Martham
NR294FJ
hello@neverplainstudio.com