Refund policy

Last updated: 21 August 2026

This policy applies to orders placed on thefierceedit.com by consumers in the UK. It sits alongside your legal rights — nothing here reduces them.

1. The short version

What you bought	Can you change your mind?
Personalised or made-to-order items (anything carrying your names, dates, wording, custom colours or bespoke design)	No — these are exempt from the 14-day cooling-off period, because they are made to your specification
Ready-made stock items (mugs, tumblers, socks, hangers, un-personalised place cards and similar)	Yes — 14 days from the day you receive them
Bespoke design, signage builds and installation services	See our Terms of Service — a separate booking fee and cancellation schedule applies

Faulty, damaged or misdescribed items can always be returned, personalised or not.

2. Personalised and made-to-order items

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods that are made to your specification or clearly personalised. Because we make these items for you and cannot resell them, we cannot accept returns or offer refunds simply because you have changed your mind.

This makes the proof stage important. Before we go into production on a personalised item we will send you a digital proof showing the exact wording, spelling, layout and colours. Please check it carefully — particularly names, dates and spelling. Once you approve a proof, we produce exactly what it shows, and we cannot refund errors that were present in an approved proof.

If you need to correct something, contact us at hello@thefierceedit.com as quickly as possible. We will always try to help if production has not started, but we cannot guarantee changes once it has.

3. Ready-made stock items — your 14-day right to cancel

You have 14 days from the day you (or someone you nominate) receive the goods to tell us you are cancelling. You then have a further 14 days to send the goods back.

To cancel, email hello@thefierceedit.com with your order number and what you are returning. A clear statement is enough — you do not have to use a particular form, but you may use the model cancellation form at the end of this policy if you prefer.

Condition. Please return items in their original condition and packaging where possible. You may handle goods as you would in a shop, but if you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect the loss in value.

Return postage. You pay the cost of returning the goods to us, unless the item is faulty or not what you ordered. We recommend a tracked service — until the goods reach us they remain your responsibility, and we cannot refund a parcel we never receive.

Your refund. We will refund the price you paid plus our standard delivery charge (if you chose an express or upgraded service, we refund the standard rate, not the upgrade). Refunds go back to your original payment method within 14 days of us receiving the goods back, or of you giving us proof that you have sent them, whichever is sooner.

4. Faulty, damaged or wrong items

Your rights under the Consumer Rights Act 2015 apply to everything we sell, including personalised pieces. Goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery — you can reject the item and get a full refund.
Within 6 months — we will repair or replace it. If that is not possible or does not resolve the problem, you can claim a refund or a price reduction.
After 6 months — the same rights apply, but you may need to show the fault was present at delivery.

Please email hello@thefierceedit.com with your order number and photographs of the problem. Do not return anything before contacting us — we will tell you how to send it back, and we pay return postage on faulty items.

Damaged in transit? Tell us within 48 hours of delivery with photographs of the item and the outer packaging, so we can claim against the carrier.

5. Exchanges

We do not operate a formal exchange scheme. If a stock item is not right, cancel it under section 3 and place a new order.

6. Non-delivery

If your order has not arrived by the estimated delivery date, contact us. We will deliver within 30 days of your order at the latest unless we have agreed a longer timescale with you (for example, an event date months away). If we miss an agreed deadline that you told us was essential, you can cancel and receive a full refund.

7. Complaints

Email hello@thefierceedit.com and we will acknowledge within 2 working days and aim to resolve within 14 days. If we cannot resolve things between us, you can take a dispute to an approved alternative dispute resolution provider, or to the courts of England and Wales.