Overview of Cancellation Rights

Under consumer protection laws, you have the legal right to cancel standard, non personalised purchases within 14 calendar days from the day after you receive your goods. This is known as the "cooling-off period."

Applicability of the Right to Cancel

This policy applies to all purchases made through our website except:

• Customised or engraved products made to your specification
• Perishable or time-sensitive goods
• Items that are sealed for hygiene reasons once unsealed

Exemption for Personalised Products

Due to the nature of our business, many of our items are custom engraved or tailored to your specific instructions. These items are exempt from the right to cancel unless they are faulty, damaged or not as described.

How to Cancel an Eligible Order

To cancel an order within the cooling-off period:

• Notify us in writing (email is acceptable)
• Include your order number, name and clear statement of cancellation
• Send your notice to [email protected]

We will confirm receipt of your request and provide return instructions if applicable.

Return of Goods

If your item is eligible for cancellation and return, you must return it:

• Within 14 calendar days of notifying us of the cancellation
• In its original, unused condition and original packaging
• Using a tracked and insured delivery method

You are responsible for return shipping costs unless the item is faulty.

Refund Process

Once we receive and inspect the returned item, a refund will be issued within 14 calendar days. Refunds are processed to the original payment method.

If the returned item shows signs of use or damage not caused by us, a partial refund may apply.

Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. If we have not begun personalisation or processing, we will cancel the order and issue a full refund.

Cancellations After Dispatch

If the order has already been dispatched but qualifies for cancellation, you must follow the return procedure. The refund will be issued upon receipt and inspection of the returned goods.

Faulty or Incorrect Items

If you receive a product that is:

• Faulty
• Damaged in transit
• Incorrect based on your order details

You are entitled to a full refund or replacement. Please notify us within 48 hours of delivery with photos and a description of the issue.

Exchanges

We do not offer exchanges for personalised products unless the item is defective. For eligible standard items, exchanges are subject to availability.

Partial Cancellations

If you ordered multiple items, you may cancel part of the order if it includes standard, non customised goods. We will issue a partial refund accordingly.

Shipping Costs and Refunds

Refunds will include the original basic delivery charges, but we are not obligated to refund premium or express shipping fees unless the entire order is returned due to fault or error on our part.

Your Responsibilities

To ensure a smooth return process, you are responsible for:

• Ensuring the item is packaged securely
• Using a reliable courier with proof of postage
• Covering return costs unless otherwise agreed

Our Responsibilities

Palette Visuals is responsible for:

• Handling your cancellation request promptly
• Processing refunds within the legal timeframe
• Providing clear communication throughout the process

How to Contact Us

Refund Delays and Disputes

If you do not receive your refund within 14 days after we confirm return receipt, please contact us. For disputed claims, we may request tracking details or proof of return.

Legal Framework

This policy is governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and UK consumer protection law.

Limitations

We reserve the right to refuse refunds where goods returned:

• Are not eligible under the law
• Have been used, damaged or altered
• Do not match the items ordered

Updates to This Policy

We may revise this policy to reflect changes in law or our procedures. Updates will be published on our website with an updated effective date.

Acknowledgement of Policy

By placing an order on Palette Visuals, you acknowledge that you have read, understood and agreed to our Right to Cancel Policy, especially in regard to exclusions for personalised products.