Returns & Refunds Policy

Last updated: September 2026

At Made By Four & Co, many of our products are handmade, personalised or made to order. We carefully check every order before it leaves us, but if there is a problem with your order, please get in touch and we will be happy to help.

This policy explains our returns, cancellations, replacements and refunds.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Personalised & Made-to-Order Products

Many of our products are personalised or made specifically for you.

Because these items are made to your individual requirements, we cannot accept returns or provide refunds simply because you have changed your mind once production has started.

This includes items personalised with:

• Names
• Dates
• Personal messages
• Photographs
• Bespoke wording
• Custom designs
• Other personalised details

Please carefully check all spelling, dates, wording and personalisation details before placing your order.

Cancelling a personalised order

If you need to cancel a personalised or made-to-order order, please contact us as soon as possible.

If production has not yet started, we will do our best to cancel the order and provide a refund.

Once production has started, cancellation may no longer be possible because the item may already have been made specifically for you.

This does not affect your statutory rights if the item is faulty, damaged, incorrectly made or not as described.

2. Non-Personalised Products

For eligible non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving the goods without having to provide a reason.

If you wish to cancel an eligible order, you must let us know within 14 days of receiving your goods.

After notifying us, you have a further 14 days to return the item.

Returned items should be unused and in a condition suitable for resale, with their original packaging where reasonably possible.

You may handle an item to the extent necessary to establish its nature, characteristics and functionality, in the same way that you would be able to in a shop.

3. Items That Cannot Be Returned Due to Change of Mind

The 14-day cancellation right does not normally apply to:

• Personalised products
• Custom-made products
• Bespoke products
• Products made specifically to your requirements

This does not affect your rights where an item is faulty, damaged, incorrectly made or not as described.

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrectly personalised due to an error on our part, or is not as described, please contact us as soon as possible.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the item
• Photographs of the packaging where relevant

We may ask for photographs or other information to help us investigate the issue.

Where the problem is our responsibility, we will provide an appropriate remedy in accordance with your statutory rights. This may include:

• A replacement
• A repair
• A refund
• Another appropriate resolution

Where an item is faulty, damaged, incorrectly made or not as described, we will cover any reasonable return costs where a return is required.

5. How to Request a Return

Please contact Made By Four & Co before returning an item.

We will provide you with the return instructions and the appropriate return address.

Please do not send returns to an address shown on the outside of your parcel or to another address unless we have specifically instructed you to do so.

For eligible change-of-mind returns, we recommend using a tracked postal service and keeping your proof of postage until your return has been completed.

6. Return Costs

For eligible change-of-mind returns, the cost of returning the item is normally the responsibility of the customer unless we have agreed otherwise.

Where an item is being returned because it is faulty, damaged, incorrectly made or not as described, we will cover the reasonable return cost.

7. Refunds

Once an eligible return has been received, we will inspect the item and process the appropriate refund.

For eligible online change-of-mind cancellations, refunds will be issued in accordance with applicable UK consumer law.

Where a full refund is due, this will include the cost of standard delivery paid at the time of the original order. If you selected a more expensive delivery option, only the equivalent standard delivery charge is refundable.

Refunds will normally be made using the same payment method used for the original purchase.

Once we have processed your refund, the time it takes for the money to appear in your account may depend on your payment provider.

8. Partial Refunds

Where only part of an order is eligible for a refund, we may issue a partial refund for the affected item or items.

The amount refunded will depend on the circumstances and your statutory rights.

We will explain the refund amount and reason clearly before processing a partial refund where appropriate.

9. Exchanges & Replacements

We do not routinely offer exchanges on personalised or made-to-order items because these products are made specifically for the original customer.

If an item is faulty, damaged or has been incorrectly made by us, we may offer a replacement where appropriate.

10. Returned Items

Items returned under the change-of-mind cancellation process should be returned in a condition suitable for resale.

If an item has been handled beyond what would reasonably be allowed when inspecting it in a shop, we may make a deduction from the refund where permitted by law.

This does not affect your rights where an item is faulty, damaged or incorrectly supplied.

11. Refund Timescales

We aim to process returns and refunds as quickly as possible.

For eligible online cancellations, refunds will be made within the timescale required by UK consumer law.

Once a refund has been processed by us, the time taken for the funds to reach your account can depend on your bank or payment provider.

12. Contacting Us

If you need to request a cancellation, return, replacement or refund, please contact Made By Four & Co through our website.

Please include:

• Your name
• Order number
• The item concerned
• The reason for your request
• Photographs where relevant

We aim to respond to return and refund enquiries within 2 working days.

13. Your Statutory Rights

Nothing in this policy limits or removes your statutory rights under UK consumer law.

If a product is faulty, not as described, does not meet the required standard or is otherwise covered by your statutory consumer rights, we will deal with the matter in accordance with the law.

Where there is any difference between this policy and your statutory rights, your statutory rights will apply.

14. Contact Us

For all return and refund enquiries, please contact:

hello@madebyfourandco.co.uk

Four & Co
Email: info@fourandco.co.uk
Website: www.fourco.co.uk