Refund policy

This policy applies to consumers (not business-to-business purchases).
If you live in the UK, your statutory rights are primarily set out in the Consumer Rights Act 2015.
If you live in the EU/EEA, you benefit from mandatory consumer rights under EU law as implemented in your country (some countries provide additional rights).

Personalised goods: Because we sell goods that are made to your specifications or clearly personalised, the usual “change of mind” cancellation/withdrawal right for online purchases does not apply to those items.

All products sold in our store are made to order and customised specifically for each customer based on the options selected (font, colour, text).
We do not accept returns or exchanges for personalised items where:
1. you selected the wrong size or colour,
2. you made an error in customisation details provided at checkout, or
3. you changed your mind after placing the order.
Nothing in this section affects your rights if an item is faulty, damaged, not as described, or incorrect due to our error.

If your item arrives faulty, damaged, not as described, or incorrect due to our error, you may be entitled to a remedy (refund, replacement, or price reduction) depending on your location and the circumstances.
Please contact us at info@raisedbased.com as soon as possible after delivery (ideally within 14 days for delivery issues). This does not affect your statutory rights.
To help us resolve the issue quickly, please provide your order reference number and a description of the problem. Photos are helpful where available, but we may also ask for other information to assess the issue.
UK customers:
1. UK consumers have a short-term right to reject faulty goods within the legal time limit (commonly 30 days) and obtain a refund in many cases.
2. After that, UK law provides a tiered remedy approach (repair or replacement first, then price reduction or final right to reject in certain circumstances).
EU/EEA customers:
1. EU/EEA consumers benefit from a minimum 2-year legal guarantee that goods must match the contract (e.g., be as described and of satisfactory quality).
2. If a defect becomes apparent within 1 year of delivery, it is generally presumed to have existed at delivery unless the seller proves otherwise (some countries apply 2 years).
3. Remedies in the EU/EEA generally follow a hierarchy: repair or replacement first, then (if those are impossible, disproportionate, or unsuccessful) price reduction or contract termination (refund).

If a return is required (for inspection, repair, replacement, or refund), we will provide return instructions and the correct return address after you have raised your query with us via info@raisedbased.com.
For faulty items or items incorrect due to our error, we will cover or reimburse reasonable return postage costs (or provide a prepaid label where available).
Where a refund is due, we process it to the original payment method without undue delay and within 14 days of agreeing you are entitled to a refund (and, where relevant, receiving the returned item).