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Refund policy

Refund Policy

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1. Changing or cancelling an order
1.1 It is up to you to ensure that all content in a personalised product is correct, and (for example) is correctly spelt or irregularly formatted. We cannot edit or cancel an order for a personalised product once it has been placed so please double-check your order before confirming your purchase. Please refer to Section 6.2 and 6.3 for further information on Changing or Cancelling an Order.
1.2 You cannot cancel or edit your Order of personalised products once the order has been placed and an order confirmation email received.
1.3 We are not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammatical errors, order quantity, or other ordering errors, including delivery address. To prevent these errors from happening, please review your order carefully before proceeding to payment.

2. Refund policy
2.1 If, upon receiving your Product(s), they are damaged or the printing is faulty, you may request a refund or reprint in accordance with clause 2.2 below. We will not refund you if the Product(s) are in a good condition but the content is wrong due to a mistake made when ordering - please refer to Section 1 for further information on ordering personalised products.
2.2 You can request a refund or reprint in the case of printing faults or damage on your Order within 7 days of the date of receipt of the Product(s). Please email support@oddgiraffe.com with your order number, a description and clear photograph of the damaged goods and we will consider if you are eligible for a refund or reprint. As stated in Section 6.3, we do not take responsibility for customer generated mistakes.
2.3 If you choose to receive a refund, we will refund you the total amount you paid for the Product(s) plus any delivery charges you may have paid, within 7 days of the day on which you provide us with evidence that the Product(s) are faulty.
2.4 If you choose to have your Product(s) reprinted, we will do so free of charge and resend to you at no extra cost.
2.5 Please note, it is not our policy to offer both a refund and a reprint.
2.6 If you choose to return a non-personalised item, we will refund you the total amount you paid for the Product(s) plus any delivery charges you may have paid, within 7 days of receiving a return. Please refer to section 8 for further information.

3. Returns policy
3.1 If, upon receiving your Product(s), they are damaged or the printing is faulty, you may request a refund or reprint. Please refer to section 2 for further information. Due to the personalised nature of all of our products, we do not accept returns in the case that they are not damaged or faulty.
3.2 Due to personalised nature of all our products, they are handmade by artisans which can lead to minor spots or dust marks which can be cleaned and removed with a simple use of a lightly damped cloth.
3.3 We do not accept returns or refunds for the instances mentioned in section 3.2.
3.4 Non-personalised Product(s) (including Pens) can be returned within 7 days of receipt of the Product(s). The item must be returned in its original condition and packaging.
3.5 Please note: The above returns policy refers to change of mind only and does not affect the statutory rights you have as a consumer e.g. the right to cancel, or the right to return items, which are faulty or not as described or a general right to return most online purchases.