PBNJ ARTS - Returns/ Refunds Policy

1. About PBNJ Arts

PBNJ Arts is a trading name of PBNJ Socials Ltd
Company number: 14887039
Registered office: 7-7c Snuff Street, Devizes, Wiltshire, United Kingdom, SN10 1DU
Email: pav@pbnjdigital.co.uk

2. Scope of This Policy

This policy applies to PBNJ Arts products sold through our website or directly by us, including:

• personalised engraved products;
• bespoke wood engraving commissions;
• custom-made gifts and decorative items;
• non-personalised products, if and when offered for sale.

3. Custom and Personalised Orders

Most PBNJ Arts items are custom-made, personalised or produced to the customer’s specification.

For this reason:

• payment is required in full at the time of order, unless we agree otherwise in writing;
• once production has started, personalised or bespoke orders cannot usually be cancelled simply because you have changed your mind;
• personalised or bespoke items are generally non-returnable and non-refundable unless faulty, damaged, not as described, or otherwise required by law.

UK consumer rules recognise that the standard cancellation right for distance sales does not usually apply to goods made to a consumer’s specification or clearly personalised.

4. Order Accuracy

It is your responsibility to check all personalisation details, spellings, names, dates, wording, design choices, delivery details and any other order information before confirming your order.

We are not responsible for errors in a finished item where those errors arise from information, wording, measurements or instructions supplied or approved by you.

5. Faulty, Damaged or Incorrect Items

If your item arrives:

• faulty;
• damaged in transit; or
• materially different from what you ordered,

please contact us as soon as possible at pav@pbnjdigital.co.uk.

Damage in transit

If an item arrives damaged, you must notify us within 48 hours of delivery and provide:

• your order details;
• a description of the problem;
• clear photographs of the item, packaging and any damage.

Incorrect or faulty item

If you believe an item is incorrect, not as described or faulty, please contact us as soon as possible with photographs and a description of the issue.

If we confirm that an item is faulty, damaged or materially not as described, we will deal with the matter in accordance with your legal rights and may, where appropriate, offer:

• a repair;
• a replacement;
• a partial refund; or
• a full refund.

UK consumer law generally requires goods to be of satisfactory quality, fit for purpose and as described, and customers may be entitled to a repair, replacement or refund where goods are faulty.

6. Non-Personalised Items – Change of Mind Returns

If we sell non-personalised, non-bespoke items, we may accept returns for change of mind within 14 days of delivery, provided that:

• you notify us within that 14-day period that you wish to return the item;
• the item is unused and in a resaleable condition;
• the item is returned with original packaging where reasonably possible;
• the item is not excluded from return for hygiene, customisation or other lawful reasons.

Unless the item is faulty or we agree otherwise, you are responsible for the cost of returning non-personalised items.

Where a consumer has a statutory cancellation right under distance selling rules, the Consumer Contracts Regulations may require certain information about cancellation rights and returns.

7. Items That Cannot Be Returned for Change of Mind

We do not accept change-of-mind returns for:

• personalised goods;
• bespoke or made-to-order goods;
• items made to your specification;
• any item that has been altered, used, damaged or personalised after delivery;
• any item excluded from return by law.

8. Refund Process

If a refund is approved, we will process it to the original payment method where possible.

Refund timing may vary depending on the payment provider, but we aim to process approved refunds within a reasonable time after:

• receiving the returned item (where return is required); and/or
• confirming the refund decision.

9. Return Conditions

Where we ask you to return an item:

• the item should be packaged appropriately to reduce the risk of damage in transit;
• you should retain proof of postage;
• unless the item is faulty or we have agreed otherwise, return costs are your responsibility.

We reserve the right to reduce or refuse a refund where returned items show signs of use, damage, missing parts or avoidable deterioration, to the extent permitted by law.

10. Delivery Area

PBNJ Arts currently delivers within the United Kingdom (England, Wales, Scotland, and N. Ireland) only, unless we agree otherwise in writing.

Delivery dates are estimates only and delays caused by couriers, postal services, weather, strikes or events outside our control may affect delivery times.

11. Contact Us About a Return

To report a problem or request a return, please contact:

PBNJ Arts / PBNJ Socials Ltd
Email: pav@pbnjdigital.co.uk

Please include:

• your name;
• order number;
• delivery address;
• a description of the issue;
• photographs where relevant.

12. Your Statutory Rights

Nothing in this Refund & Returns Policy affects your statutory rights under UK consumer law.

To report a problem or request a return, please contact:

PBNJ Arts / PBNJ Socials Ltd
Email: pav@pbnjdigital.co.uk

Please include:

• your name;
• order number;
• delivery address;
• a description of the issue;
• photographs where relevant.

12. Your Statutory Rights

Nothing in this Refund & Returns Policy affects your statutory rights under UK consumer law.