Refund & returns policy

We want you to love your cutters. If something isn’t right, here’s how returns and refunds work. This policy is in addition to your legal rights under UK consumer law – it doesn’t affect them.

Standard (non-personalised) cutters

For stock items bought online you have the right to cancel within 14 days of receiving your order, for any reason, under the Consumer Contracts Regulations. Let us know within that window and return the item unused and in its original condition within 14 days of telling us. We’ll refund the price of the item once we receive it back.

Custom & personalised designs

Because custom and personalised cutters are made specifically to your design, they are exempt from the standard 14-day right to cancel once production has begun – this is normal under UK law for made-to-order goods. This does not affect your rights if the item arrives faulty, damaged, or not as agreed (see below). Please check and approve your design carefully before confirming it.

Faulty, damaged or incorrect items

If any item – stock or custom – arrives faulty, damaged, or not what you ordered, you’re entitled to a repair, replacement or refund under the Consumer Rights Act 2015. Contact us within 30 days with your order number and a photo of the issue and we’ll put it right at no cost to you.

How to request a return or refund

Get in touch using the details below or the contact form, quoting your order number and what you’d like to do. We’ll reply with the next steps and, where a return is needed, the return address.

Refunds – method & timing

Approved refunds are made to your original payment method via Stripe. Once we’ve received and checked any returned item, we aim to process the refund within a few working days; it can then take a little longer to appear depending on your bank or card provider.

Return shipping

Where an item is faulty, damaged or incorrect, we cover return shipping. For a change-of-mind return of a standard item, the cost of returning it is your responsibility unless we agree otherwise. We recommend a tracked service, as we can only refund items we actually receive back.