With most purchases you have the legal right to cancel your order within 7 working days of receiving the goods. However, this does not apply to products we have personalised or customised specifically for you. If you wish to cancel your order, you must do so immediately (within one hour) of making the purchase online. Our preference is for you to do this by email, firstname.lastname@example.org or contact us by telephone: 0141 884 9280. This is why we need to be informed immediately if there is a problem after placing your order online. Please check your order on screen and the confirmation receipt carefully as we cannot refund products which have been misspelt.
When goods have already been dispatched to the buyer, we reserve the right to request that the buyer organise and return the goods at their expense.
Returns & Exchange
If you are not completely satisfied with the goods, you can return them within 7 working days of receipt. If goods are returned to us within 7 working days of receipt we will issue a credit note or an exchange. The returned item is your responsibility until its received by us, so we recommend you send the package back using a delivery service that insures you for the full value of the goods, this is because we cannot be held responsible for items damaged or lost in the post. Your rights to return the goods do not apply in the following circumstances:
Any products that have been made or personalised specifically for you.
Where, in our opinion, you have not taken reasonable care of the goods whilst in your possession.
Where you have made a spelling mistake on your order and it has been sent for production.
If you do need to return an purchase because of an error on our part, or if the product is defective, we will happily refund the full cost to you. The item must be returned in the condition in which you received it within 30 days of delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind.
Please note, you have a duty to return the item to us at your cost, unless the item is faulty. The address for returns is: Trodat UK, 144 Neilston Road, Paisely, Renfrewshire, PA2 6QH.
It is the customers responsibility to thoroughly check the order before completing the payment. Once processed, due to the nature of the product Homebase & Trodat cannot be held responsible for any mistakes.