Refund Policy


Returns
We accept returns and exchanges on unpersonalised items, where an issue has occurred or you would like to return your purchase please contact sales@silverspringgraphics.co.uk. Please contact us directly in the first instance to provide details of your requested return/refund together with any photos of the unsuitable item to assist in this process.

A return will be based on the following details:
- Contact within: 14 days of delivery
- Send items back within: 21 days of delivery
To complete your return, we require a receipt or proof of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Where an issue has occurred with a personalised item, a replacement product may be provided based upon the following details:

- The item is faulty.
- The item has arrived damaged.

Please note personalised orders cannot be returned based on errors within copy which have been copied from order details. Please ensure all personalisation details are correct at the time of ordering. Once an order for personalisation has been placed, the order will be produced based on the details supplied.

Additional non-returnable items:
Gift cards
Downloadable software products

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at sales@silverspringgraphics.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@silverspringgraphics.co.uk for further details of returning the item/s.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £30.00, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.