Refund policy

Return & Refund Policy

This policy sets out how returns, reprints and refunds are handled for orders placed through this website. It should be read alongside our Terms of Service.

All goods sold through this site are custom printed to order by our fulfilment partner, The Print Company. Because each order is produced specifically for the customer, we are unable to accept change-of-mind returns. This policy explains what we can do if something has gone wrong with your order.

1. Change-of-mind returns

We do not accept returns or offer refunds for change of mind on custom printed goods. Please double-check your order — including quantity, size, artwork and any personalised details — before submitting.

2. Faulty, damaged or incorrect goods

If your order arrives damaged, faulty, or differs from what you ordered, please contact us as soon as possible. To raise a claim:

(a) Notify us in writing within 5 working days of receiving your goods. Email us with your order number, a description of the issue, and photographs of the goods and any packaging damage.

(b) Damage in transit must also be noted on the delivery note at the time of delivery.

(c) Do not dispose of the goods. The full order must be returned to us before a reprint or refund is processed. If the affected goods are not available for inspection, we will assume they have been accepted and no remedy will be provided.

Claims received outside the 5 working day window may not be eligible for reprint or refund.

3. Our remedy process

Where a valid claim is received, our standard remedy is to reprint the affected goods at no charge. If a reprint is not practical (for example, where the campaign or event timing has passed), we will discuss alternative remedies with you, which may include a partial or full refund.

If you choose to have the work re-done by a third party without first contacting us, you forfeit your right to a remedy from us.

4. Approved proofs

Where you have approved a PDF proof prior to print, responsibility for accuracy — including spelling, contact details, photographs, layout and authorisation statements — passes to you. We are unable to offer a reprint or refund for errors in approved proofs.

5. Quantity variation

For printed orders of 100 units or more, our standard tolerance is plus or minus 5% of the quantity ordered. Orders delivered within that tolerance are deemed to meet the contract and are not eligible for a partial refund. This tolerance does not apply to single-unit or low-volume supporter merchandise, which is supplied at the exact quantity ordered.

6. Cancellations

Supporters store: orders can be cancelled in writing prior to production. Once an order has been submitted for print, cancellation may not be possible. Any costs incurred for work carried out up to the date of written cancellation will be charged.

Candidate Portal: orders can be cancelled in writing free of charge at any time prior to payment of the invoice. Once the invoice has been paid and production has begun, any costs incurred up to the date of written cancellation will be charged and deducted from any refund.

7. Refund processing

Where a refund has been agreed:

(a) Supporters store: refunds are processed back to the original payment method within 3–4 working days of approval. Your bank may take additional time to display the credit.

(b) Candidate Portal: because no payment is taken until the invoice is settled, refunds only apply where the invoice has already been paid. Approved refunds are processed by bank transfer within 3–4 working days. If the invoice has not yet been paid, it will be cancelled or credited instead.

Refunds cannot be expedited.

8. Your consumer rights

Nothing in this policy limits any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you are a consumer and you believe a major failure has occurred, please contact us and we will work with you to resolve it in line with your statutory rights.

9. How to contact us

To raise a claim or ask about a return, please contact us via the Contact page on this website with your order number and a description of the issue.