Refund policy
Returns & Refund Policy
At Tender Chapters, each personalised item is made especially for you.
Personalised Orders
Because personalised and custom-made products are created specifically to your requirements, we do not accept returns, exchanges or cancellations for a change of mind once production has begun.
Please check all names, dates, wording, photographs and personalisation details carefully before placing your order.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number and clear photographs of the item and packaging where relevant so we can assess the issue and put things right.
Where appropriate, we will arrange a replacement, repair or refund in accordance with your statutory rights.
Personalisation Errors
If we have made an error with the personalisation compared with the details supplied in your order, please contact us and we will arrange an appropriate resolution.
We cannot normally offer a refund or replacement where incorrect spelling, dates, photographs or other personalisation details were supplied by the customer.
Cancellations
If you need to cancel your order, please contact us as soon as possible.
If we have not yet started creating your personalised item, we may be able to cancel the order. Once production has begun, cancellation may no longer be possible because the item has been made specifically for you.
Refunds
Where a refund is agreed, it will be returned to your original payment method.
Please allow your bank or payment provider additional time to process the refund after it has been issued.
Statutory Rights
Nothing in this policy affects your statutory rights.
For any questions regarding a return, refund or issue with your order, please contact:
Tender Chapters
hello@tenderchapters.co.uk