Refund policy

We want you to be happy with your J.P Custom order. As many of our products are personalised or made specifically for you, please check all names, wording, dates, images and other personalisation details carefully before placing your order.

Personalised and custom-made items

Products that have been personalised, customised or made to your specifications cannot normally be returned or exchanged if you change your mind.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is different from what you ordered, please contact us as soon as possible after receiving it. Please include your order number and photographs showing the issue so we can investigate and arrange an appropriate replacement or refund.

Non-personalised items

Where applicable, customers may have the right to cancel or return eligible non-personalised products in accordance with UK consumer law. Please contact us before returning an item so we can provide return instructions.

Order mistakes

We cannot normally offer a refund or replacement where incorrect personalisation details were supplied by the customer and the product has been produced according to those instructions.

Nothing in this policy affects your statutory rights.