You can cancel most non-personalised orders within 14 days of delivery, and you are always protected if an item is faulty or incorrect. Personalised items cannot be returned simply because you changed your mind. Last updated: 9 November 2026.
Your options at a glance
| Situation | What you can do | Time limit | Return postage |
|---|---|---|---|
| Changed your mind about a non-personalised item | Cancel for a refund | Tell us within 14 days after delivery | You pay |
| Changed your mind about a personalised item | No right to cancel | Not applicable | Not applicable |
| Item is faulty or not as described | Refund, repair or replacement | Full refund available within 30 days; other rights after that | We pay |
| We made a personalisation error or sent the wrong item | Refund, repair or replacement | As for a faulty item | We pay |
| Item arrives damaged or does not arrive | Replacement or refund | Contact us as soon as you can | We pay |
| The name or colour you entered was wrong | Contact us; we may offer a reprint at an agreed cost | Not applicable | Not applicable |
A personalised item carries a name or other details you supplied, or is made to your specification. Choosing a colour from our standard range does not make an item personalised. If a bundle contains both types, these rules apply to each item separately.
If you change your mind
For non-personalised items, you can cancel at any time from placing your order until 14 days after the day you receive it. If your order arrives in separate deliveries, the 14 days run from the day you receive the last item.
- Tell us. Email info@3dnametags.co.uk with your order number, or use the form below. Your message just needs to be sent before the deadline.
- Send the item back. Post it within 14 days of telling us, to 58 strowan road comrie ph6 2eh. You pay the return postage, so we recommend keeping proof of posting.
- Get your refund. We refund you within 14 days of receiving the item or receiving your proof of posting, whichever comes first.
We refund the price of the item and the standard delivery charge you paid, using your original payment method and at no charge. If you chose a more expensive delivery service, we refund only the cost of our cheapest standard option. If you cancel only part of an order, we refund delivery only if returning those items means delivery would have cost less.
You may inspect an item as you would in a shop. We may reduce your refund if its value has fallen because you handled it more than was needed to check it. That can include fitting it in an animal enclosure.
Personalised items. The legal right to cancel does not apply to clearly personalised items or items made to your specification. If you need to change or cancel one, email us straight away. If we have not started making it, we will change it or cancel it with a full refund.
If something is wrong with your item
These rights apply to all items, including personalised ones. Email info@3dnametags.co.uk with your order number and what has gone wrong. Photos help us sort it out quickly.
- Within 30 days of delivery: you can reject a faulty item for a full refund, or ask for a repair or replacement.
- After 30 days: you can ask for a repair or replacement. If that is not possible, or does not fix the problem, you can ask for a price reduction or reject the item for a refund.
- Within 6 months of delivery: a fault is presumed to have been there at delivery unless we can show otherwise.
- After 6 months: you may need to show the fault was there at delivery. You can bring a claim for up to 6 years in England, Wales and Northern Ireland, or 5 years in Scotland.
We will send a prepaid label or refund your reasonable postage cost. Any refund for a faulty item reaches you within 14 days of us agreeing that you are entitled to it. A full refund includes the delivery cost you originally paid.
Normal wear, accidental damage, heat damage from a nearby heat source, and damage from using an item against our instructions are not faults.
Contact us
Callum Galpin, trading as 3D Name Tags, 58 strowan road comrie ph6 2eh. Email: info@3dnametags.co.uk.
This policy does not affect your legal rights.
Cancellation form
You do not have to use this form. Complete and return it only if you wish to cancel your order.
To: Callum Galpin, trading as 3D Name Tags, 58 Strowan Road, Comrie, PH6 2EH, info@3dnametags.co.uk
I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:
Ordered on* / received on*:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
*Delete as appropriate.