Refund policy

Last updated: 28 August 2026

The honest version first: if we got it wrong, we put it right at our cost. If you changed your mind about something we made specifically for you, the law doesn't oblige us to take it back — and because each personalised piece is made for one person, we usually can't. Here is how that works in practice.

If something is faulty, damaged, or not what you ordered

Email hello@moemark.co.uk with your order number and a photo of the problem. If the item is faulty, arrived damaged, or isn't what you ordered — wrong item, wrong print, our mistake in the making — we'll replace it or refund it, including any delivery you paid, and any return postage is on us.

If you're a consumer, this is your legal right, not a favour: under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality, and fit for purpose. Within 30 days of delivery you can reject a faulty item for a full refund; after that you're entitled to a repair or replacement, and to a refund if that fails. Nothing on this page shortens those rights.

Personalised and printed-to-order items

Items made to your specification or clearly personalised — your design, your text, your logo — are exempt from the usual consumer right to cancel, because regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 excludes goods made to your specification or clearly personalised. In plain words: once a personalised order is placed, it can't be cancelled or returned because you've changed your mind. That's exactly why our terms say: check the design before you pay — what you approve is what gets made.

If you spot a mistake in your design moments after ordering, email us straight away. If we haven't started making it, we'll fix the design or cancel and refund — that's goodwill rather than obligation, so speed matters.

Non-personalised items

For anything we sell plain — no printing, no personalisation — consumers have the standard distance-selling rights: tell us you're cancelling within 14 days of receiving the item, then get it back to us within 14 days of telling us. Email hello@moemark.co.uk to start — any clear statement that you're cancelling works, and the form below is there if you want it, not because you must use it. Send returns to MoeMark (MOEBEER LTD), 52 Watling Lane, Wallingford, Oxfordshire, OX10 7JQ. You pay the return postage. Buying blanks from our shelf for your business? The law doesn't make us — but the same deal stands: the same 14 days, the same terms, for every blanks purchase whoever you are. (Blank stock supplied against a trade quote works differently — see Trade orders below.)

Send it back unworn, unwashed, and in its original condition — you can try an item on as you would in a shop, but if it comes back diminished by more than that, we can reduce the refund to match. The right to cancel itself doesn't depend on the item's condition. We refund within 14 days of receiving the item back (or of your proof of posting, whichever is first), including the cheapest standard delivery you were offered on the way out.

Model cancellation form

Copy this into an email if you'd like to use it — filling it in is optional, and any clear statement works just as well:

To MOEBEER LTD trading as MoeMark, 52 Watling Lane, Wallingford, Oxfordshire, OX10 7JQ, hello@moemark.co.uk:
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

Trade orders

Trade orders are business-to-business, so consumer cancellation rights don't apply. A decorated trade order can't be cancelled once production has started. Faults and our mistakes are covered as above — misprinted, miscounted, or faulty goods are replaced, reprinted, or refunded at our cost. Check the delivery when it lands and tell us within 14 days so we can put it right while the job is still current; a fault that only shows later — a print failing in the wash — is still ours to sort. For blank (undecorated) stock supplied against a quote, returns are by agreement — ask before sending anything back, and we'll be reasonable.

How refunds are paid

Refunds go back to the payment method used for the order, through Shopify's checkout. Once we issue a refund, the time it takes to appear is down to your bank — usually a few working days.