Returns & refunds

Everything we make is personalised just for you, so we can’t accept returns if you simply change your mind – but if something is faulty, damaged or not what you ordered, we’ll put it right.

Last updated: 27 September 2026

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged in the post, or printed differently from the design you approved, contact us within 14 days of delivery at contact@venemake.co.uk with:

your order number,
a short description of the problem,
a clear photo of the item (and of the packaging if it was damaged in the post).

We’ll offer a free reprint or a full refund of the item, whichever you prefer. You usually don’t need to send the item back – if we do need it, we’ll tell you and pay for the return postage. This does not affect your statutory rights under the Consumer Rights Act 2015.

Change of mind

Personalised items are made to your specification, so under the Consumer Contracts Regulations 2013 the 14-day right to cancel does not apply to them. Please check spellings, dates, photos and sizes carefully in the designer before you order – the preview shows exactly what we will print.

Cancelling an order

Because orders go to print quickly, we can only cancel or change an order if it hasn’t been printed yet. Contact us as soon as possible and we’ll do our best.

What we can’t accept

Spelling or content mistakes in a design you approved.
Low-quality photos you uploaded (the designer warns you if a photo may print blurry).
Small colour differences between your screen and the printed item – screens show colours differently, so printed colours can vary slightly.

Refunds

Refunds are made to your original payment method, usually within 5 working days of us agreeing a refund. Your bank may take a few more days to show it.