Refund policy
Personalised and custom-made products
Most products sold by Abigail Clark Events are personalised or made to the customer’s specifications. Personalised and custom-made products cannot be returned or refunded because the customer has changed their mind.
This includes products made using names, dates, colours, logos, photographs or other details supplied or approved by the customer.
A digital proof may be provided before production. Customers are responsible for checking all wording, spelling, dates, colours and design details carefully before approving the proof. Once a proof has been approved and production has started, the order cannot be changed or cancelled.
If you need to cancel an order, please contact Abby@AbigailClarkEvents.com immediately. If design work or production has not started, cancellation may still be possible, but this cannot be guaranteed.
Non-personalised physical products
For eligible non-personalised physical products, you may request a return within 14 days of receiving your order. After notifying us, you have a further 14 days to return the item.
Returned products must be unused and in their original condition. Customers may inspect a product as they would in a shop, but a deduction may be made if the product has been handled beyond what is necessary and its value has been reduced.
Please contact us before returning an item so that we can provide the correct return instructions. Returning an item without contacting us may delay the processing of your refund.
Unless the product is faulty, damaged or incorrect, the customer is responsible for return postage. We recommend using a tracked service, as returned items remain the customer’s responsibility until received.
Digital downloads
Digital downloads cannot be returned once downloading or access has begun, provided the customer expressly agreed to receive the digital content immediately and acknowledged that this would end their 14-day cancellation right.
This does not affect the customer’s statutory rights if digital content is faulty, not as described or cannot be accessed as promised.
Faulty, damaged or incorrect orders
Your statutory rights are not affected by this policy.
If an item arrives faulty, damaged, not as described or different from what was ordered or approved, please contact Abby@AbigailClarkEvents.com as soon as possible. Please include your order number and clear photographs showing the issue.
Where Abigail Clark Events has made an error, we will provide an appropriate remedy, which may include a replacement, correction or refund.
An error in personalisation details supplied by the customer, or a design detail approved in a proof, is not considered a fault.
Refunds
Once an eligible return has been received and inspected, we will confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method. Where applicable, the standard delivery charge will also be refunded. Additional charges for an enhanced or express delivery service are not refundable beyond the cost of standard delivery.
Refunds will be processed within 14 days of receiving the returned goods or acceptable evidence that they have been sent back. Your bank or card provider may take additional time to show the refund in your account.
Exchanges
We do not operate a direct exchange service. For eligible non-personalised products, please arrange a return and place a separate order for the replacement item.
Contact
For questions about returns, refunds or problems with an order, contact: