Refund policy

This policy explains your rights and our approach to refunds and returns when purchasing from the Charlie Mackesy online store.

1. If we cannot supply your order

If we are unable to fulfil your order (for example, due to stock availability, production issues, or a pricing error), we will inform you as soon as possible. If payment has already been taken, you will receive a full refund to your original payment method without undue delay.

2. Your right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods. This does not apply to items personalised to you, for example printed with your own name or photo, or otherwise made to your specifications, which we will indicate on the product page. Full details are on our Right of Withdrawal and Right to Cancel page.

3. Changed your mind?

If you let us know before your order is dispatched, usually the day after you order, we will cancel and refund you in full, with nothing to return. Just contact us at support@charliemackesy.com. Once your order has been dispatched, you can still return it within 14 days of receiving it: you arrange and pay for the return, the item should be unused and in its original condition, and we refund you once it reaches us.

For orders shipped outside the EU and UK, a full refund is available if you cancel before dispatch. Once dispatched, postage is non-refundable.

4. Damaged, faulty or incorrect items

Your statutory rights under the Consumer Rights Act 2015 are fully protected.If your item arrives damaged, is faulty, or is not as described, you are entitled to a repair, replacement, or full refund. Please notify us as soon as possible by contacting support@charliemackesy.com so we can resolve the issue quickly. You may be asked to provide photographs to support your claim. Where a product is confirmed as faulty or damaged, we will:
• offer a replacement or full refund, and
• reimburse reasonable return postage costs where applicable
Items should be returned in their original packaging where possible.

5. Returns process

If a return is agreed:
• we will provide instructions on how to return the item
• items must be returned as soon as reasonably practicable
• we recommend using a tracked delivery service, as we cannot be responsible for items lost in transit

6. Refunds

Any approved refunds will be processed to your original payment method. Refunds will be issued:
• within 14 days of receiving the returned item, or
• within 14 days of agreeing the refund (if no return is required)

7. Your legal rights

Nothing in this policy affects your statutory rights under UK law. For further information, you can contact your local Citizens Advice Bureau or Trading Standards office.

8. Governing law

These terms are governed by the laws of England and Wales. Consumers may bring claims in the courts of England and Wales, or in Scotland or Northern Ireland if they reside there.