Refund policy
Last updated: 1 September 2026
At Creation Kingdom, many of our products are made or personalised specifically for our customers.
We do not offer voluntary returns or exchanges for change of mind, except where a customer has a legal right to cancel or return an order under applicable consumer law.
Please contact us if you have any problems with your order. We will always do our best to help.
Personalised & Custom-Made Items
We do not accept returns, exchanges or change-of-mind cancellations for products that are:
- Personalised with a name, wording, initials or other information supplied by you
- Made to your individual specifications
- Custom-designed specifically for you
- Specially modified from our standard products at your request
Please check all names, spelling, colours, dimensions and other personalisation carefully before placing your order.
If your item has been made correctly according to the information you supplied, we cannot accept a return or provide a refund because the personalisation was entered incorrectly.
If we have made an error, or your product is faulty, damaged or not as described, please contact us.
If you contact us before production has started, we may be able to cancel or amend a personalised order, but this cannot be guaranteed.
Standard / Non-Personalised Products
We do not provide an additional voluntary change-of-mind returns policy.
However, where applicable consumer law gives you a right to cancel an online purchase, we will of course honour that right.
UK Customers
For eligible standard, non-personalised products, UK consumers have the right to cancel their order within 14 days of receiving the goods without giving a reason.
You must notify us within those 14 days.
After notifying us, you have a further 14 days to return the goods.
This cancellation right does not normally apply to products that are made to your specifications or clearly personalised.
EU Customers
Where applicable, customers in the European Union also generally have a 14-day right of withdrawal for eligible standard goods purchased online.
This right does not generally apply to goods that are made to your specifications or clearly personalised.
Customers Outside the UK & EU
We ship to customers worldwide.
Unless required by the consumer protection laws applicable to your purchase, we do not offer voluntary change-of-mind returns or exchanges.
You may have mandatory consumer rights under the laws of your country or region. Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.
Faulty, Damaged or Incorrect Products
Your legal rights are not affected by our no-voluntary-returns policy.
If an item is:
- Faulty
- Damaged
- Incorrect
- Not as described
- Different from what you ordered because of an error made by us
please contact:
Email: Contact Us
Website: www.CreationKingdom.co.uk
Please include your order number, a description of the problem and, where possible, clear photographs showing the issue.
Depending on the circumstances and your applicable consumer rights, we will provide an appropriate remedy, which may include a replacement, repair, partial refund or full refund.
Where we are responsible for the problem and a return is required, we will cover reasonable return postage costs.
3D Printed Products
Our products are manufactured using 3D printing.
The nature of the manufacturing process means that small layer lines, minor surface variations or slight differences between individual prints may sometimes be visible.
Colours may also appear slightly different depending on lighting, photography, filament batches and individual screen settings.
These normal characteristics of 3D printing are not necessarily defects.
This does not affect your rights where an item is genuinely faulty, damaged, unsafe or materially different from its description.
Return Postage
Where you are exercising a legal change-of-mind/cancellation right and the product is not faulty, you are responsible for the direct cost of returning the goods, where permitted by applicable law.
We strongly recommend using a tracked postal service and retaining proof of postage.
Where an item is faulty, damaged, incorrect or not as described and we are legally responsible, we will cover reasonable return postage costs where a return is necessary.
Please contact us before returning anything.
Condition of Returned Products
Where a standard product is being returned under an applicable cancellation right, you may inspect it as you reasonably would in a shop.
We reserve the right, where permitted by law, to make an appropriate deduction from the refund if the value of the product has been reduced because it has been handled more than reasonably necessary to establish its nature, characteristics and function.
Refunds
Once an eligible return has been received, or satisfactory evidence of return has been provided where applicable, we will process the refund in accordance with applicable consumer law.
Refunds will normally be made to the original payment method.
For UK statutory cancellations, this includes the original standard delivery charge. If you chose a more expensive or expedited delivery service, we are not required to refund the additional amount above our standard delivery charge.
Where applicable under UK cancellation rights, refunds will be processed within 14 days of receiving the returned goods or evidence that they have been returned, whichever is earlier.
Your bank, card issuer or payment provider may take additional time to display the refund in your account.
Exchanges
We do not operate a general exchange service.
If you have an eligible standard item that you are legally entitled to return, the easiest option will normally be to return the item for a refund and place a new order.
Personalised or custom-made items cannot normally be exchanged unless they are faulty, incorrect or we agree otherwise.
International Returns
Before sending an international return, please contact us for instructions.
International customers are responsible for return postage for eligible change-of-mind returns where permitted by applicable law.
When returning goods internationally, the parcel should be correctly declared as returned goods where appropriate.
Creation Kingdom is not responsible for customs charges caused by an incorrectly completed return customs declaration.
Customs, Import VAT & Duties
International orders may be subject to import VAT, customs duties, handling charges or other taxes imposed by the destination country.
Where these charges have not already been collected at checkout, they are normally payable by the recipient.
Customs charges and import taxes are determined by the authorities in the destination country and are outside our control.
If an international parcel is refused or remains unclaimed because customs charges have not been paid, it may be returned to us.
Any refund due for a refused or unclaimed shipment will be dealt with in accordance with applicable law. Where legally permitted, actual postage, return-shipping or other non-refundable costs incurred by Creation Kingdom may be deducted.
Incorrect or Incomplete Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address when ordering.
If you notice an error, please contact us as quickly as possible.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed.
If a parcel is returned to us because an incorrect or incomplete address was supplied, we will contact you to discuss the available options. Additional postage may be payable before an order can be resent, where permitted by applicable law.
Lost Parcels
If you believe your order has been lost in transit, please contact us.
We may need to wait until the postal carrier considers the parcel lost before we can issue a replacement or refund.
Your consumer rights regarding delivery remain unaffected.
Sale & Discounted Products
Purchasing an item during a sale or using a discount code does not remove any mandatory consumer rights.
Personalised and custom-made sale items remain subject to the personalised-product provisions above.
How to Request a Return
Before returning an eligible product, contact us at:
Email: Contact Us
Website: www.CreationKingdom.co.uk
Please include:
Your name
Order number
Product being returned
Reason for contacting us
We will provide return instructions where appropriate.
Your Legal Rights
Nothing in this Returns & Refund Policy is intended to exclude, restrict or replace any consumer rights that cannot legally be excluded under the laws applicable to your purchase.
If any provision of this policy conflicts with a mandatory consumer protection law applicable to your order, that law will take priority.
Contact Us
If you experience any problem with your order, please contact us before worrying about what to do next.
Creation Kingdom
Email: Contact Us
Website: www.CreationKingdom.co.uk