Returns Policy

This policy explains how returns, refunds, and replacements work when you buy from Brippa online. It applies to UK consumers and reflects your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy limits your statutory rights. If you are unsure, you can read more at GOV.UK.

Many of our products are made to your specifications or clearly personalised (for example custom text, names, or dates).

Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, contracts for goods made to your specifications or clearly personalised are exempt from the 14-day right to cancel that usually applies to online purchases. That means we do not have to accept returns or give refunds simply because you have changed your mind.

Please check all personalisation carefully before you order. We make items to match what you submit (including spelling and capitalisation).

Statutory rights still apply: if a personalised item is faulty, not as described, or not fit for purpose, you have the same rights as for any other goods. See section 4 below.

For items that are not made to your specifications and are not clearly personalised, you have the usual 14-day cooling-off period for distance contracts. You can cancel without giving a reason within 14 days of the day you receive the goods (or the last item if the order is split).

• Items must be unused and returned in their original condition and packaging where reasonable.
• Unless we have agreed otherwise, you pay the cost of returning change-of-mind items.
• We will refund the price you paid using the same payment method you used, within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. This applies to all products, including personalised ones.

If something is wrong (including damage in transit where we are responsible, a manufacturing defect, or we sent the wrong item), contact us as soon as you can. Photos of the issue and your order details help us resolve things quickly. There is no fixed “48 hour” deadline in law for reporting faults; the time limits below are the ones that matter.

• Within 30 days of owning the goods (usually from delivery): you have a short-term right to reject faulty goods and receive a full refund.
• After 30 days and within the first 6 months: we will usually offer a repair or replacement first. If that is impossible or fails within a reasonable time, you may be entitled to a full or partial refund. During this period, if a fault appears, the law assumes it was there at delivery unless we can show otherwise.
• After 6 months: you may still have rights if the goods do not last a reasonable time, but you will normally need to show the fault was present at delivery. We will still consider repair or replacement where appropriate. In England, Wales, and Northern Ireland you may have up to 6 years to bring a claim; in Scotland the usual limit is 5 years.

For faulty or incorrect items, we will cover reasonable return postage where you are entitled to a remedy under the Consumer Rights Act 2015.

Email or message us via our contact page. Please include:

• Your order number and name
• Whether you are cancelling under the 14-day rule or reporting a fault
• Clear photos for damaged, faulty, or wrong items

We will confirm the next steps (including return address and any prepaid label where we are responsible for return costs).

Where a refund is due under your statutory rights or this policy, we will refund you using the same payment method you used to pay, unless you clearly agree otherwise.

Where a replacement is appropriate, we will send a replacement at no extra cost to you for faults we are responsible for under the Consumer Rights Act 2015.

Refunds for standard delivery charges may also be due when you cancel the whole order within the 14-day cooling-off period for non-personalised goods, in line with the Consumer Contracts Regulations 2013.

This policy is a summary of how we apply UK law in practice. Your legal rights are set out in full in the legislation. Nothing here takes away rights you cannot give up by contract.

For general advice, Citizens Advice publishes guidance on shopping rights at citizensadvice.org.uk.