Refund policy

Last updated: 10 October 2026

At NF Custom Creations, we want you to be happy with your personalised gift. This policy does not limit your statutory consumer rights.

Personalised and custom-made items

Goods made to your specifications or clearly personalised with your chosen name, initials, message, photograph, logo or design are excluded from the usual 14-day change-of-mind cancellation right. We do not offer change-of-mind returns or exchanges for these goods, including where you ordered the wrong name, spelling, size or colour.

This exception applies only to genuinely personalised or bespoke goods. An ordinary stock item is not exempt simply because it is made or ordered after purchase. Your rights for faulty, damaged, incorrect or misdescribed goods still apply.

Changes and cancellation before production

Email us as soon as possible if you need to change or cancel an order. If personalisation has not started, we will cancel and refund it or confirm whether a change is possible. Once personalisation has started, we cannot normally accept a change-of-mind cancellation or change the design. Any additional charge for a requested change will be agreed with you first.

Checking your personalisation

Please check spelling, dates, wording, image quality and any design proof carefully. Where we provide a proof, production waits for your approval. If we accurately reproduce details you supplied or approved, a mistake in those details is not a fault in our work. Contact us about corrections or a remake; any charge will be agreed first. If we make an engraving error or the item does not match the agreed design, we will put it right in accordance with your consumer rights at no additional cost.

Faulty, damaged or incorrect goods

Contact us promptly with your order number or other proof of purchase and a description of the problem. Photographs of the item and packaging are helpful where possible, but are not a condition of your legal rights.

You normally have a 30-day short-term right to reject goods that do not meet the requirements of the Consumer Rights Act 2015 and obtain a refund. After that period, you may be entitled to repair or replacement and, where the law provides, a price reduction or refund. Your rights do not end after 30 days. We cover reasonable return costs for goods that are faulty, damaged, incorrect or not as described.

Normal wear, accidental damage or misuse does not itself make a product faulty. Natural material and engraving variations may occur, but goods must still match their description and the agreed design and be of satisfactory quality.

Non-personalised goods bought online

For eligible non-personalised goods, notify us of cancellation within 14 days after the day you receive them. You do not need to give a reason. You then have another 14 days to send them back. You can also cancel before delivery.

You may inspect goods as you would in a shop. Where permitted by law, we may deduct for loss of value caused by handling beyond what is needed to establish their nature, characteristics and functioning. Original packaging is helpful but is not a condition of statutory cancellation. You pay the direct return postage cost for a change-of-mind return. Keep proof of postage. No restocking fee applies.

Return instructions

Email nf.traders.amazone@gmail.com for help and return instructions. Our correspondence address is 113 Barlow Road, Levenshulme, Manchester M19 3FF, United Kingdom. Use the return address we confirm and do not post goods to a supplier or courier depot. Prior authorisation is not a condition of exercising statutory rights.

Refunds

For statutory change-of-mind cancellation, we refund the goods and the least expensive standard outbound delivery charge. Extra paid for premium delivery need not be refunded. We may withhold a refund until we receive the goods or evidence that you sent them back, whichever is earlier, and will refund within 14 days of that point. If no goods were supplied, we refund within 14 days of notification.

For goods rejected under the Consumer Rights Act 2015, we refund without undue delay and within 14 days of agreeing that you are entitled to a refund. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. Your bank may need additional time to display the credit.

Optional cancellation form

For eligible non-personalised goods, a clear email or letter is enough. You may instead copy this form:

To: Nasir Farooq trading as NF Custom Creations, 113 Barlow Road, Levenshulme, Manchester M19 3FF, United Kingdom; nf.traders.amazone@gmail.com.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number (if available):
Name of consumer(s):
Address of consumer(s):
Signature (only if sent on paper):
Date:

Your statutory rights also apply to sale and discounted goods.