Refund policy

Every item we make is personalised just for you, so we take great care to get it right. This policy explains what happens if something isn’t quite as it should be.

Personalised items
Because personalised items are made to your specification, we can’t accept returns or offer refunds if you’ve simply changed your mind. This doesn’t affect your rights if an item arrives faulty, damaged or not as described (see below).

Please check your personalisation carefully
We make your item exactly as entered at checkout, including spelling, punctuation, capitalisation, dates and layout. Please double-check everything before placing your order. We can’t offer a refund or free replacement for errors in the details you provide.

Changing or cancelling an order
If you need to change or cancel your order, contact us as soon as possible at orders@heapsoffun.co.uk. If we haven’t started making your item, we’ll happily make the change or give you a full refund. Once production has begun, we’re unable to cancel or amend the order.

Non-personalised items
If you’ve bought an item without personalisation, you can cancel within 14 days of receiving it. Please let us know by email, then return the item unused and in its original packaging within 14 days of telling us. We’ll refund the item price and the original standard delivery cost. Return postage is your responsibility unless the item is faulty.

Faulty, damaged or incorrect items
If your item arrives damaged or faulty, or we’ve made a mistake with your personalisation, we’re very sorry. Please email us at orders@heapsoffun.co.uk with your order number and a photo of the problem. We’d be grateful if you could contact us as soon as possible, ideally within 7 days, so we can put things right quickly. We’ll offer a replacement or a full refund, including any return postage costs. Please don’t send anything back until we’ve been in touch.

Refunds
Approved refunds are made to your original payment method within 14 days. Depending on your bank, it may take a few extra days to appear in your account.

Gifts
If your item was a gift and there’s a problem, the person who placed the order should contact us so we can help.

Your statutory rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015.

Contact us
Heaps of Fun · orders@heapsoffun.co.uk · Cautley Thwaite Farm, Sedbergh, LA10 5ND, United Kingdom