Returns & Refunds

If you are a consumer and buy standard, non-personalised goods online, by telephone or by another distance-selling method, you will normally have 14 days after receiving the goods to tell us clearly that you wish to cancel. You then normally have a further 14 days to send the goods back.

You do not need to give a reason where the statutory cancellation right applies. A clear cancellation message is enough, although using our contact page or Customer Help makes it easier for us to identify the order and give you the correct return details.

Much of Eclipse Merchandise's work is produced to a customer's artwork, wording, colours, dimensions, quantity or other specification. The normal consumer change-of-mind cancellation right does not generally apply to goods that are made to the consumer's specifications or are clearly personalised.

This exception is about change-of-mind cancellation. It does not remove statutory rights if bespoke goods are faulty, not as described, incorrect or otherwise fail to meet the standards required by law.

If you need to cancel or change a custom order, contact us as soon as possible. Before production starts, it may be possible to stop or amend the order. Once artwork has been approved, materials committed, production begun or a product personalised, cancellation may no longer be possible on a change-of-mind basis.

If we agree to a cancellation outside a statutory right, we will explain any reasonable artwork, material or production costs that have already been incurred before confirming what can be refunded. The relevant quotation, order confirmation and our Terms & Conditions also form part of the order agreement.

If goods are faulty, damaged, materially different from what was agreed, incorrect or not as described, contact us promptly with the order reference and details of the problem. For consumer purchases, the Consumer Rights Act 2015 provides remedies that can include the short-term right to reject faulty goods, normally within 30 days, and repair, replacement, price reduction or refund depending on the circumstances.

After the short-term rejection period, a repair or replacement will often be the first remedy where the law requires one. The exact remedy depends on the nature of the problem, the timing and the applicable law. Customisation or personalisation does not remove these rights where the goods themselves are faulty or do not conform to the contract.

If a parcel arrives damaged, please keep the packaging where practical and send photographs of the outer parcel, carrier label, internal packaging and affected goods. This can help us separate a manufacturing issue from transit damage and deal with any carrier investigation more quickly.

Asking for photographs, packaging or other reasonable evidence is a practical investigation step; it does not remove any statutory rights that apply. For delivery-specific questions, including a parcel that appears lost or delayed, see our Delivery & Dispatch policy.

Contact Customer Help or use the contact page so we can confirm the correct return address and identify the order when it arrives. Please include the order or quotation reference with the return and do not dispose of goods that may need inspection.

Where a statutory change-of-mind return applies, you should take reasonable care of the goods and may inspect them in the same way you reasonably could in a shop. If handling goes beyond what is needed to establish the nature, characteristics and functioning of the goods, the law can allow a deduction for diminished value.

For a statutory change-of-mind return, you may be responsible for the direct cost of returning the goods where the law allows and you were informed of that responsibility. If goods are faulty or supplied incorrectly, we will deal with reasonable return arrangements in accordance with the applicable legal rights.

Where the statutory cancellation right applies, the refund normally includes the price paid and the cost of the least expensive standard outbound delivery option we offered. Additional cost for an upgraded delivery service does not normally have to be refunded.

Refunds under the statutory cancellation rules are normally due within 14 days of the relevant legal trigger. For returned goods, the law can allow the trader to wait until the goods are received back or the consumer provides evidence that they were sent back, whichever happens first. Refunds are normally made using the original payment method unless another method is agreed, and no refund fee is charged where the law prohibits one.

Consumer distance-selling cancellation rights do not apply to an order placed wholly for business purposes. Business returns, cancellations and remedies are therefore governed by the agreed quotation, order confirmation, our Terms & Conditions and the law that applies to the business contract.

If a business order is faulty or does not conform to what was agreed, please still contact us promptly so the issue can be investigated and the appropriate contractual or legal remedy considered.

Nothing in this Returns & Refunds policy is intended to restrict consumer rights that cannot lawfully be excluded. Rights can differ according to whether the customer is a consumer or business, whether the goods are standard or personalised, and whether the issue is a change of mind, a cancellation before production, or a fault.

If you are unsure which rule applies, contact us before sending goods back. Customer Help can identify the order and explain the practical next step without asking you to give up any right you have by law.