Return Policy

TheCustomTagsUK is committed to creating high-quality custom products in accordance with your approved specs. Our refund policy meets the requirements of UK consumer law but is also in keeping with the custom nature of our products, as all of our tags are made to order.

Boxes which have been customised or personalised are generally exempt from the usual 14-day cancellation right under the Consumer Contracts Regulations. As we manufacture our products to your exact design, dimensions, and artwork, there is no right of cancellation once production is underway. When you order, you acknowledge that you understand the nature of highly personalised goods and accept this refund policy.

Cancellation Policy

If your order has not yet gone to production, you can request cancellation. If we have not started manufacturing in any way yet, we will issue a partial refund for design work or a full refund at our discretion.

Once production begins, there is no cancellation. At that point, if you still want to cancel your request, they will bill you for any work done, the materials already purchased, and processing costs. Expiration Fees or urgent production and express service fees are non-refundable. These charges refer to the scheduling of work in a priority manner and operational costs.

Faulty Or Defective Products

You are entitled to receive goods that fit certain conditions under the Consumer Rights Act, in particular that they come as described, of satisfactory quality and fit for purpose. You will need to get in touch within 48 hours of the delivery date for printing issues, and within 7 days for material or manufacturing faults.

You have to show good photos and explain the problem. We will also undertake inspection of the defect, determine whether it is subject to this limited warranty, and, upon approval of any corrective action. Upon verifying a bona fide defect, we will provide you with one of the following remedies:

  • A free reprint of the affected quantity
  • A repair where applicable
  • A partial refund, if the same print batch is unavailable, or a full refund if reprinting is not possible
  • Our liability is limited to the defective goods value only

Return Requirements for Reprints

If a reprint is approved, you must return at least 99% of the stock you received for inspection. This ensures corrective production does not begin until a quality control review is complete.

Returned goods must be unused, unmodified, and in the same condition as originally described. All items must be returned in full; failing to return the required quantity may result in the reprint being refused. If the error is not our fault, you are responsible for return shipping costs. We cover return shipping only if we made the errors.

Non-Refundable Situations

No refunds or reprints will be issued in the following cases:

  • Mistakes in spelling, grammar, layout or dimensions approved by the customer
  • Artwork submitted by the customer that is low resolution or in the wrong file format
  • We would like to note that there may be minor colour differences between the digital proof and the final printed product, depending on factors such as the print medium and material.
  • Differences due to screen display settings, lighting, material texture or lamination
  • Cutting tolerances are slightly better than the industry standards for commercial printing.
  • Production begins immediately after final artwork approval. You review all unapproved information and details.

Colour Accuracy And Proof Approval

All digital proofs are for reference only and used solely for layout and placement. Colours appear in various formats; printing uses CMYK, which may result in slight shade or gradient differences.

Final appearance can also be influenced by lamination, coating finishes and material types. We try to match approved artwork as closely as possible, but cannot guarantee an exact colour match. For those who require exact colour accuracy, a hard proof of the printed sample can be requested for an extra charge before mass production starts.

Refund Processing

For most refunds, once approved, we will automatically issue the refund to your original payment method within 7–14 business days, depending on your situation. We do not offer refunds for requests made outside this policy or for insufficient evidence of a manufacturing defect.

Contact Information

If you think your order is defective or have questions about this Refund Policy, please let us know as soon as possible! Provide an order number and other supporting documentation. We will consider your request fairly, in line with UK consumer law.