Last updated: August 25, 2026
Quick Summary
| Situation | Return/Refund Allowed |
|---|---|
| Non-personalized item | Yes, within 14 days of delivery (UK distance-selling right) |
| Personalized item | No, unless faulty or our error |
| Damaged item | Yes, report within 48 hours |
| Customer spelling mistake | Not refundable |
| Habiba Arts mistake | Replacement or refund |
1. Return Window
Under UK distance-selling law (the Consumer Contracts Regulations 2013), you have the right to cancel most non-personalized orders within 14 days of delivery, without giving a reason. Once you've told us you want to cancel, you then have a further 14 days to send the item back to us, in its original, unused condition. Personalized and custom-made items are excluded from this right — see Section 2.
2. Personalized & Custom Items
Because they are made to your specification, personalized or custom-made items are exempt from the 14-day cancellation right described above, and cannot be returned or exchanged unless they arrive faulty, damaged, incorrect, or we made an error with your personalization.
We cannot accept returns for personalized items because of change of mind, wrong size/choice, or spelling/details entered incorrectly by the customer.
3. Faulty or Damaged Items
If your item arrives faulty, damaged, incorrect, or does not match your approved personalization, please contact us within 48 hours of delivery with your order number and clear photos of the item and packaging, and we'll arrange a replacement or refund.
4. Wrong Personalization
If a personalization mistake (spelling, name, date, etc.) was entered incorrectly by you at checkout, we're unable to offer a refund, since the item was made exactly as instructed. If the mistake was made on our end — for example the item doesn't match what you submitted or approved — we will replace or refund it free of charge.
5. Order Cancellation
Orders can be cancelled free of charge any time before production begins. Once a personalized item has entered production, cancellation is no longer possible.
6. Refund Method
Approved refunds are issued to your original payment method and processed within 3–5 business days. Your bank or payment provider may take additional time to show the refund in your account.
7. Return Shipping Cost
If an item is faulty or was our error, we cover the cost of return shipping. If you're returning a non-personalized item simply because you changed your mind, return shipping is at your own cost.
8. How to Request a Return or Refund
Email us with the following, and we'll get back to you as quickly as we can:
- Your order number
- The email address used for the order
- The reason for your return/refund request
- Photos of the item, if it's faulty, damaged, or incorrect
9. Non-Returnable Items
The following are not eligible for return: personalized/custom-made items (unless faulty or our error), used items, items damaged after delivery by the customer, and hygiene-sensitive items once opened.
10. Proof Approval Cases
For items where you approved a digital proof before production, responsibility for spelling, wording, and layout accuracy transfers to you once you approve that proof. Please review proofs carefully before approving.
Ready to start a return or refund request? Contact us with the details above.