Refund policy
We want you to love what you order. If something isn't right, here's exactly where you stand.
Your right to cancel
Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to change your mind and cancel, for any reason. You then have a further 14 days to send the items back to us.
To cancel, email us at ruxro@outlook.com with your order number and let us know what you'd like to return. You don't need to give a reason.
Personalised and made-to-order items
The 14-day cancellation right does not apply to items that are personalised or made to your specification. This includes our personalised reveal tickets, vouchers and boarding passes — anything printed with names, dates, destinations, photographs or your own message.
Once a personalised item has gone to print we can't resell it, so we're unable to accept a return simply because you've changed your mind. This does not affect your rights if the item arrives faulty, damaged or not as described.
Our baby shower games, activity cards and wall art prints are standard products, so the full 14-day cancellation right applies to those.
Condition of returned items
Returned items must be unused, unwritten on, and in the same condition you received them. We may reduce your refund if items come back damaged or handled more than was necessary to check them.
Return postage
You are responsible for the cost of returning unwanted items, and for making sure they reach us. We'd recommend a tracked service, as we can't refund items that don't arrive.
If your item is faulty, damaged in transit, or we've sent you the wrong thing, we cover the return postage — just email us first and we'll sort it.
Refunds
Once we've received your return we'll process your refund within 14 days, to the original payment method.
What is refunded: the price you paid for the items returned, plus the basic standard delivery charge if you are cancelling your whole order.
What is not refunded:
- Return postage. The cost of sending unwanted items back to us is always yours.
- Delivery upgrades. If you chose Express delivery, we refund the standard delivery rate only, not the premium you paid to upgrade.
- Delivery on partial returns. If you keep any part of your order, the delivery charge is not refunded at all.
- Personalised items. These fall outside the cancellation right, so neither the item price nor delivery is refunded unless the item is faulty, damaged or not as described.
Where an item is faulty, damaged in transit or incorrect, you are refunded in full including all delivery costs, and we cover the cost of returning it.
Faulty, damaged or incorrect items
Email ruxro@outlook.com with your order number and a photo of the problem. We'll arrange a replacement or a full refund, whichever you prefer.
Please check your order as soon as it arrives and tell us about any damage within 14 days of delivery so we can raise it with Royal Mail.
Mistakes in personalisation
We print personalised items exactly as the details are supplied at checkout, including spelling. Please double-check names, dates and messages before ordering. If we've made an error against what you submitted, we'll reprint and resend at no cost to you.
Your statutory rights
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, including the right to goods that are of satisfactory quality, fit for purpose and as described.
Returns address
Please email us before sending anything back and we'll confirm the return address.