Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Customised Products (Important Notice)
Due to the personalised nature of our products, customised items (including badges designed using our online tool or customer artwork) are non-returnable and non-refundable unless they are faulty.
We will only accept returns or offer a replacement/refund for customised products if:
- The item is faulty or damaged upon arrival, or
- There is a clear manufacturing defect or error on our part
We do not accept returns or offer refunds for customised products where:
- You are unhappy with the design, layout, colours, or content you approved
- The design was submitted incorrectly by the customer
- The product matches the approved proof/design but is not as expected
We strongly recommend checking all designs, spelling, colours, and layout carefully before placing your order, as these cannot be changed once production has begun.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@build-a-badge.uk.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@build-a-badge.uk and send your item to: Enterprise House, Timmis Road, Stourbridge, DY9 7BQ.
Shipping returns
To return your product, please contact us first at sales@build-a-badge.uk so we can arrange the return. Items should be sent to: Enterprise House, Timmis Road, Stourbridge, DY9 7BQ.
If your return is approved (for example, due to a fault or manufacturing error), we will cover the cost of return shipping.
Shipping costs are non-refundable unless the item is faulty or returned due to our error.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
For higher value items, we may recommend using a tracked service. Once your return is authorised, we will provide full instructions to ensure your item is returned safely.
Need help?
Contact us at sales@build-a-badge.uk for questions related to refunds and returns.