Returns & Refund

Returns & Refunds

We want you to shop with confidence. Learn about our return, exchange, and refund process for eligible products.

Last updated: 16 August 2026

At Chisom Inspired Creations, we want you to be happy with your purchase. If there is a problem with your order, please contact us and we will do our best to resolve it.

This policy explains our returns and refunds process and does not affect your statutory rights under UK consumer law.

1. Standard (Non-Personalised) Items

If you purchase a standard, non-personalised item from our website, you generally have the legal right to cancel your order within 14 days of receiving your item, without needing to give a reason.

Once you have notified us that you wish to cancel, you have a further 14 days to return the item.

Returned items should be in their original condition and must not have been worn, washed, damaged or altered.

Customers are responsible for the cost of returning an unwanted item unless the item is faulty, incorrect or not as described.

2. Personalised & Custom-Made Items

Because personalised and custom-made products are created specifically for you, they are not eligible for return or refund simply because you change your mind or no longer want the item.

This includes products personalised with a name, wording, image, date, colour combination or other details selected by you.

Personalised and custom-made products are an exception to the usual 14-day cancellation right for online purchases.

Please Check Your Personalisation Carefully

Please carefully check all spelling, names, dates, colours and other personalisation details before placing your order.

We will make your item using the information provided by you at the time of purchase.

If you provide incorrect information, such as a misspelled name or incorrect wording, we cannot accept responsibility for the error and the item will not normally be eligible for a return or refund.

If We Make a Mistake

If the mistake is ours, we will put it right.

If you receive a personalised item that:

Has been personalised incorrectly by us
Is different from the personalisation you provided
Is different from the product you ordered
Is faulty or damaged
Is not as described

Please contact us as soon as possible with your order number and clear photographs of the item.

Depending on the circumstances, we will provide an appropriate remedy in accordance with your statutory rights, which may include a replacement, repair, price reduction or refund.

3. Faulty, Damaged or Incorrect Items

All products sold by Chisom Inspired Creations must meet the requirements of UK consumer law, including being of satisfactory quality, as described and fit for purpose.

If your item arrives faulty, damaged, incorrect or is otherwise not as described, please contact us as soon as possible.

Please provide:

Your order number
A description of the problem
Clear photographs or videos where appropriate

We will assess the issue and explain the available options.

Your statutory rights are not affected by this policy. We cannot exclude or restrict your legal rights in relation to faulty or misdescribed goods.

4. How to Request a Return or Refund

To request a return, cancellation or refund, please contact us at:

Email: chisominspired@gmail.com

Please include your order number and explain the reason for your request.

For standard non-personalised items, please do not send anything back until we have confirmed the return arrangements with you.

5. Refunds

Where you are legally entitled to a refund, we will normally refund the payment using the same payment method used for the original purchase, unless another method has been agreed with you.

For eligible cancellations of standard online purchases, we will refund the cost of the basic/standard delivery option paid at the time of purchase. If you selected a more expensive delivery service, we are only required to refund the cost of the standard delivery option.

Where applicable, refunds will be made within 14 days of receiving the returned goods or, where permitted, receiving evidence that the goods have been returned.

6. Return Condition

When returning a standard item because you have changed your mind, you may handle the item only to the extent reasonably necessary to inspect it, similar to how you would be able to inspect it in a shop.

If the item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may be entitled to make a deduction from the refund where permitted by law.

7. Changes or Cancellations to Personalised Orders

If you need to change or cancel a personalised order, please contact us as soon as possible after placing your order.

We will do our best to accommodate your request. However, once production has started, we may be unable to make changes or cancel the order because the item is being made specifically for you.

8. Exchanges

We do not offer exchanges for personalised or custom-made items where the item has been correctly produced according to the customer’s order.

If your item is faulty, damaged, incorrect or we have made a mistake, please contact us and we will provide an appropriate remedy in accordance with your statutory rights.

9. Our Commitment to You

We aim to provide high-quality products and excellent customer service.

Nothing in this policy is intended to remove or restrict any rights you have under UK consumer law.

If you have a problem with your order, please contact us first so that we have the opportunity to resolve the issue fairly and promptly.

Contact Us

Chisom Inspired Creations

Email: chisominspired@gmail.com

We are happy to help with any questions regarding your order, returns or refunds.

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