Refund policy

Refund & Return Policy

We want you to love your Lindx order. If something isn't right, we're here to help. Please read the policy below, which sits alongside your legal rights under UK consumer law (including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

Personalised Items (engraved, or with your own text or photo)

Items you personalise yourself — engraved watches and gifts, and any product where you add your own text, name, handwriting, photo or artwork — are made to your specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, these are exempt from the standard 14-day right to cancel, so they cannot be returned, exchanged or refunded due to a change of mind.

This does not affect your rights if a personalised item arrives faulty, damaged or not as described — see below.

Made-to-Order Items (print-on-demand)

Our print-on-demand clothing, drinkware and accessories are produced after you order, but they are not personalised — you choose from our existing designs and from standard size and colour options. These items keep your full statutory right to cancel: you have 14 days from delivery to tell us you want to cancel, and a further 14 days to send the item back. Items must be returned unused and in their original condition. Return postage is at your cost unless the item is faulty. We will refund within 14 days of receiving the item back (or of your proof of postage), including the standard outbound delivery charge.

Returns from outside the United Kingdom

We accept returns from all the countries we deliver to — the United Kingdom, the United States, Spain and Portugal — on the same terms set out in this policy. Your 14-day right to cancel a made-to-order (print-on-demand) item runs from the day you receive it, wherever you are. For returns that are not due to a fault on our part, you are responsible for the cost of return shipping, which is higher from outside the UK; please contact us before sending anything back and we will confirm the correct return address for your item and the most sensible way to send it. Any customs duties or import taxes you paid on the original delivery are recoverable from your local customs authority, not from us. Where an item is faulty, damaged or not as described, we cover the return cost from any of these four countries.

Cancellations & Order Changes

Production and dispatch begin shortly after you order, so we can only change or cancel an order within a short window before it enters production. If you need to amend or cancel an order — including any personalisation, size, colour or address details — please email us immediately at vocelindx@gmail.com. Once production has begun we may be unable to stop it. For made-to-order (print-on-demand) items this does not affect your statutory right to cancel within 14 days of delivery and return the item, as set out above. Personalised items cannot be cancelled once production has begun, except where faulty.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible — ideally within 48 hours of delivery and no later than 30 days — at vocelindx@gmail.com, including your order number and clear photos of the item and any packaging. Prompt reporting with photos helps us resolve your claim quickly. Once approved, we'll put it right with a replacement or a full refund, and you won't be charged for return shipping. This applies to personalised items too. Certain products may carry a longer warranty, which will be stated on the product page. Please do not dispose of a faulty item until your claim has been resolved, as we may need it returned.

Sizing & Order Accuracy

Please check the size guide on each product page before ordering — and if you're unsure, contact us and we'll be glad to help you choose.

For made-to-order (print-on-demand) items, you may cancel within 14 days of delivery under your statutory rights if the size or colour isn't right. Return postage is at your cost, and we don't offer free exchanges.

For personalised items, we can't accept returns for size or colour changes, as they are made to your specification — please double-check your details before ordering.

Address Errors & Undelivered Parcels

It is your responsibility to provide a complete and correct delivery address. Where a parcel is returned, delayed or lost because of an incorrect or incomplete address, is refused, or is not collected, any reshipment will be at your cost. If you request a refund in these cases, it will cover the product value only and will exclude original and return shipping costs. Please also see our Shipping Policy.

How to Start a Return

Email vocelindx@gmail.com with your order number and the reason for your return before sending anything back. We'll confirm the next steps and the correct return address. Please don't return items without contacting us first, as we can't guarantee that unannounced returns will be received or processed.

For returns that are not due to a fault on our part, you are responsible for the cost of return shipping, and any premium delivery charge you paid above our standard rate is non-refundable. We recommend using a tracked service, as we can't be responsible for items lost in return transit.

Refunds

Once your return or fault is approved, refunds are processed to your original payment method within 14 days. Your bank or card provider may take a little longer to show the funds.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the laws of your country, including any mandatory right of withdrawal that may apply to online purchases in your jurisdiction. If you have any questions about your order, returns or refunds, please reach out to vocelindx@gmail.com — we're always happy to help.

Lindx is a trading name of Voce Lindx Ltd, registered in the United Kingdom. Company No. 14321565.