Returns Policy

At Rose & Hays, many of our items are personalised and made especially for you, so we kindly ask that you read our returns policy carefully before placing an order.

 

Personalised & Made-to-Order Items

Under UK consumer law, personalised or custom-made items are exempt from the standard right to cancel or return.

Because of this:

• We do not accept returns or exchanges on personalised or made-to-order items unless they are faulty or damaged

• Please double-check all personalisation details (names, dates, spelling, colours, etc.) before placing your order, as items cannot be changed once made

Faulty or Damaged Items

If your item arrives faulty or damaged, we’re really sorry - please contact us so we can make it right.

• You must contact us as soon as possible following delivery (maximum of 14 days after delivery)

• Please include clear photos showing the fault or damage

• Once reviewed, we will offer a replacement or a refund, depending on the situation

Non-Personalised Items

We also only accept returns for non-personalised items if they arrive faulty or damaged.

• Please contact us as soon as possible following delivery (maximum of 14 days after delivery)

• Clear photos of the fault or damage will be required

• A replacement or refund will be offered once the issue has been confirmed

Items Not Eligible for Refund or Replacement

Refunds or replacements will not be offered for:

• Damage caused by misuse, wear and tear, or accidental damage

• Errors in personalisation details provided by the customer

• Items returned outside the stated timeframes

• Items that have been used or altered after delivery

 

How to Contact Us

If you need to get in touch regarding a return or fault, please contact us via the details on our contact us page, including your order number and photos where applicable. The best way to contact us is via email: roseandhays@outlook.com