Refund and Returns Policy

Overview

Refund and Returns Policy – Customised Printed Items

At VIZL, every item is made to order and customised to your requirements. Because of the personalised nature of our products, our refund and returns policy differs slightly from standard retail policies.

Customised and Printed Items

All personalised, printed, or made-to-order items are non-refundable and non-returnable, except where the product is faulty, damaged on arrival, or contains an error caused by us.
Please check all proofs, artwork, and order details carefully before approving production, as we cannot accept responsibility for errors approved by the customer.

Faulty or Damaged Goods

If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery.
We may ask for photographs or other evidence to assess the issue before arranging a replacement or refund.
If approved, we will either reproduce the item or issue a refund to your original payment method.

Order Cancellations

Orders can only be cancelled before production begins. Once printing or manufacturing has started, we are unable to issue a refund.

Non-Custom Items

For non-custom or stock items (if applicable), our standard 30-day return policy applies. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.

Shipping Returns

Please do not return any items without contacting us first.
You will be responsible for paying for your own shipping costs for returning non-faulty items. If the return is due to our error or a faulty product, we will cover the return postage or arrange collection.

Proof of Purchase

All returns or refund requests must be accompanied by proof of purchase (such as your order confirmation or invoice).

Processing Refunds

Once your return is received and inspected (where applicable), we will notify you by email of the approval or rejection of your refund.
Approved refunds will be processed within 5–10 working days to your original payment method.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@vizl.co.uk to begin the exchange process.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, please contact us at info@vizl.co.uk to arrange a return shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.