Refund policy
REFUND AND RETURNS POLICY
Made-to-Order Products
All our products are custom-made to order specifically for you. This means each item is printed and produced only after you place your order, ensuring freshness and reducing waste.
Returns for Defective or Damaged Items
We stand behind the quality of our products. If you receive an item that is defective, damaged, or incorrectly printed, we will gladly replace it or provide a full refund.
To qualify for a replacement or refund:
- Contact us within 30 days of receiving your order at maincharacterlondon@gmail.com
- Provide your order number and clear photos showing the defect or damage
- We'll review your claim within 2 business days and arrange a replacement or refund
Non-Defective Returns
Because our products are custom-made to order, we cannot accept returns for:
- Change of mind
- Incorrect size ordered
- Colour appearing different than expected on your screen
- General dissatisfaction with a non-defective product
Under UK Consumer Contracts Regulations, custom-made and personalized goods are exempt from the standard 14-day right to cancel. Please review product descriptions, size guides, and images carefully before ordering.
Wrong Item or Order Errors
If we send you the wrong item or make an error with your order, we will replace it at no cost to you. Contact us within 30 days with your order details.
Processing Refunds
Approved refunds will be processed within 5-7 business days and returned to your original payment method. Please allow additional time for your bank to process the refund.
Questions?
If you have any questions about our return policy or need assistance with an order, please contact us at [your email]. We're here to help and will work with you to resolve any genuine issues.