Refund and Returns Policy

At customvests.co.uk (Ramsby Merch Ltd), we specialise in custom-made products.
Because each item is made to your specifications, our returns and refund policy differs from standard retail.

 

1. Custom Products

All items sold on our website are custom-made or personalised.

Under the Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day cancellation right.

Therefore:

• • Custom products are non-refundable and non-returnable
  • This includes items with logos, designs, or custom specifications provided by you

2. Faulty, Damaged or Incorrect Items

We will offer a replacement or refund if:

• • The item is faulty
  • The item is damaged upon arrival
  • The item is incorrect (not as ordered)

What you need to do:

• • Contact us within 7 days of delivery
  • Provide:
    • Your order number
    • Clear photos of the issue

We may not be able to process claims reported after this period.

 

3. Order Approval Responsibility

By placing an order, you confirm that:

• • All design details are correct
  • Spelling, sizing, and specifications are accurate

We are not responsible for errors in designs approved by you.

 

4. Cancellations

• • Orders cannot be cancelled once production has started
  • If production has not yet begun, cancellation may be possible (at our discretion)
  • A cancellation fee may apply to cover work already completed

5. Non-Returnable Items

We do not accept returns for:

• • Customised or personalised products
  • Items ordered in incorrect sizes or specifications
  • Minor colour variations (due to screen differences)

6. Refund Process

If your refund is approved:

• • Refunds will be issued to the original payment method
  • Processing time: typically 5–10 business days

7. Shipping Issues

• • We are not responsible for delays caused by couriers
  • If your order is lost in transit, please contact us and we will assist in resolving the issue