Returns & Refunds Policy

At RvN Forge, every personalised product is created specifically for the customer who places the order.

For this reason, personalised products are subject to the following returns and refunds policy.

1. Personalised Products

Personalised products cannot be returned or refunded because you have changed your mind, no longer want the item, or are unhappy with your choice.

This applies to products personalised with:

  • Photographs

  • Names

  • Dates

  • Messages

  • Personal wording

  • Customer-provided designs

  • Other personalisation details supplied by the customer

Once production of a personalised order has started, we cannot cancel or refund the order because you have changed your mind.

Personalised products are created specifically for the customer and cannot be treated in the same way as standard, non-personalised goods.

This policy does not affect your statutory consumer rights relating to faulty, damaged, incorrectly supplied or incorrectly described products.

 

2. Customer-Provided Information

The customer is responsible for ensuring that all information supplied for personalisation is correct before placing the order.

This includes:

  • Names and spelling

  • Dates

  • Messages and wording

  • Photographs

  • Images

  • Design instructions

  • Any other information supplied by the customer

If a product is produced exactly according to the information supplied by the customer, RvN Forge is not responsible for errors contained in that information.

Once production has started, changes to customer-provided personalisation cannot be made where doing so would require the product to be remade.

 

3. Proofs and Customer Approval

Where RvN Forge provides a proof or design preview for customer approval, the customer is responsible for checking the proof carefully before approving production.

Once a proof has been approved, RvN Forge will produce the item according to the approved design.

Errors contained in a proof that has been approved by the customer are the customer's responsibility.

Where RvN Forge has made an error that differs from the approved design, the responsibility remains with RvN Forge.

 

4. Faulty, Damaged or Incorrect Products

If your product is:

  • Faulty

  • Damaged

  • Incorrectly personalised by RvN Forge

  • Incorrectly supplied

  • Not as described

  • Not of satisfactory quality

  • Not fit for its intended purpose

you retain your full statutory consumer rights.

Where RvN Forge is responsible for the problem, we will provide the remedy required by applicable consumer law.

This can include a repair, replacement, price reduction or refund where required by law.

You will not be charged return postage for a product that is faulty, incorrectly supplied or incorrectly produced by RvN Forge.

Nothing in this policy limits or excludes your statutory rights.

 

5. Damage During Delivery

Every order is carefully packaged before dispatch.

If your order arrives damaged, contact RvN Forge promptly and provide:

  • Your order number

  • Photographs of the damaged product

  • Photographs of the packaging

  • Photographs showing any visible damage to the parcel

This information is required to allow us to investigate the damage and deal with the delivery provider.

Where the product is damaged before it reaches you, your statutory consumer rights remain unaffected.

 

6. Non-Personalised Products

For products that are not personalised or made to the customer's specifications, statutory cancellation rights for online purchases apply where provided by law.

Where a statutory cancellation right applies, the customer has 14 days from the day after receiving the goods to notify RvN Forge of the cancellation.

The customer then has a further 14 days to return the goods.

The customer is responsible for the direct cost of returning unwanted non-personalised goods unless the goods are faulty, damaged or incorrectly supplied.

Where a statutory cancellation applies, RvN Forge will issue the refund required by law, including the standard delivery charge paid for the original order.

 

7. Exchanges

RvN Forge does not offer exchanges for personalised products where the customer has changed their mind.

If a personalised product is faulty, incorrectly produced or incorrectly supplied, RvN Forge will provide the remedy required by applicable consumer law.

 

8. Refunds

Where a refund is legally due, RvN Forge will process the refund within the timeframe required by applicable consumer law.

Refunds will be made using the original payment method unless the law permits or requires another arrangement.

A refund will not be issued for a personalised product simply because the customer has changed their mind.

 

9. Order Cancellations

Orders for personalised products cannot be cancelled because the customer has changed their mind once production has started.

If you need to correct personalisation or cancel an order, contact RvN Forge immediately after placing the order.

Once production has started, changes or cancellation cannot be accepted where the product has already been personalised or production has commenced.

 

10. Statutory Consumer Rights

Nothing in this policy removes, restricts or limits your statutory consumer rights.

Products supplied by RvN Forge must meet the legal requirements applicable to consumer goods, including being:

  • As described

  • Of satisfactory quality

  • Fit for their intended purpose

Where a product does not meet these requirements, the customer's statutory remedies apply.

 

11. Contacting RvN Forge

For any issue relating to a faulty, damaged, incorrectly supplied or incorrectly produced order, contact RvN Forge using the contact details provided on our website.

Please provide your order number and photographs of the product where relevant.

RvN Forge will deal with the matter in accordance with this policy and applicable UK consumer law.

RvN Forge
Handcrafted with care. Made to preserve your memories.