&
Return Policy

Last updated: 24 September 2026

At Pretzel, many of our products are personalised, customised or made specifically to each customer's requirements. Please read this Return & Refund Policy carefully before placing an order.

By placing an order with Pretzel, you acknowledge that you have reviewed the product details and the personalisation information you have submitted, including any text, spelling, images, artwork, size, colour, style and other options selected.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Personalised and Made-to-Order Products

Products that are made to your specifications or clearly personalised are made specifically for you and cannot normally be resold.

Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Accordingly, such products cannot be returned, exchanged or refunded simply because you have changed your mind, no longer want the product or made an error when selecting or supplying your personalisation.

This includes, but is not limited to:

• personalised stickers;

• custom text stickers;

• personalised T-shirts and clothing;

• personalised pet stickers;

• personalised social media stickers;

• custom printed products;

• engraved products;

• products containing customer-supplied text, names, usernames, photographs, images, logos or artwork;

• products manufactured in a colour, size, style or configuration selected by the customer where the product has been personalised or made to the customer's specifications; and

• any other product created or modified specifically according to information or selections supplied by the customer.

The statutory cancellation right that normally applies to many online purchases does not apply to goods that are made to the consumer's specifications or are clearly personalised.

This does not affect your statutory rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

2. Customer-Supplied Information and Ordering Errors

Customers are responsible for carefully checking all information and options submitted before placing an order.

We are not responsible for errors resulting from information or selections supplied by the customer, including:

• spelling, punctuation or grammatical errors;

• incorrect names, wording, dates, numbers, usernames or other text;

• incorrect or low-quality images or artwork;

• incorrect files being uploaded;

• incorrect product size;

• incorrect garment size;

• incorrect sticker size;

• incorrect colour;

• incorrect font, style or design option;

• incorrect placement or personalisation option;

• ordering the wrong product;

• duplicate orders placed accidentally; or

• any other incorrect information or selection submitted by the customer.

If we manufacture the product correctly according to the information and options submitted with the order, an error in those instructions does not make the product faulty or incorrect.

For example, if you order a personalised T-shirt in size Small but later realise that you required Medium, or submit personalised text containing a spelling mistake which we reproduce correctly, this will not normally qualify for a return, replacement or refund.

Please carefully review your order before completing checkout.

3. Cancelling or Changing a Personalised Order

We understand that mistakes can happen.

If you need to cancel your order or change any personalisation details, please contact us as soon as possible at:

hello@pretzelshop.co.uk

Please include your order number and clearly explain the change or cancellation you are requesting.

We will check the status of your order and confirm whether the requested cancellation or amendment is still possible.

Contacting us does not automatically cancel or amend your order. A cancellation or amendment is only accepted once we have confirmed this to you.

Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right.

However, if production has not started, we may voluntarily agree, at our discretion, to cancel the order or make the requested change.

Once preparation, printing, cutting, engraving, personalisation or other production work has begun, we may no longer be able to accept a voluntary cancellation or change.

This applies even where the order has not yet been marked as dispatched or fulfilled, because production can begin before the fulfilment status changes.

If you contact us after production has started, we may still try to assist where reasonably possible, but we cannot guarantee that changes can be made.

Nothing in this section affects any statutory right that applies independently of the normal change-of-mind cancellation right.

4. Proofs and Customer Approval

For products where we provide a digital proof, design preview or approval request before production, it is the customer's responsibility to check the proof carefully.

Please check, where applicable:

• spelling;

• wording;

• names;

• dates;

• images;

• layout;

• design;

• positioning;

• size or proportions; and

• any other personalised details shown.

Once a customer approves a proof, the approved design will be treated as confirmation that the customer is satisfied with the personalisation shown.

If the finished product accurately reflects the proof approved by the customer, we will not normally provide a refund or replacement for an error or design element that was visible in the approved proof.

This does not affect your rights if the product supplied materially differs from the approved proof or is otherwise faulty or non-conforming.

5. Live Previews and On-Screen Representations

Some products may provide an on-screen preview or visual representation of the selected personalisation.

Unless expressly stated otherwise, these previews are intended to help visualise the product and may not be an exact manufacturing proof.

Minor differences may occur between a digital display and the finished physical product due to factors such as:

• screen settings;

• monitor or device colour reproduction;

• material characteristics;

• printing processes;

• vinyl characteristics;

• engraving processes;

• positioning;

• scaling; and

• normal manufacturing tolerances.

A minor difference that does not materially affect the product or personalisation will not necessarily mean that the product is faulty or not as described.

6. Faulty, Damaged or Incorrect Products

Your statutory rights are not affected by the personalised nature of a product.

If you receive an item that is:

• faulty;

• damaged;

• materially different from the product ordered;

• incorrectly personalised due to an error made by us; or

• otherwise not in conformity with the contract,

please contact us at hello@pretzelshop.co.uk as soon as reasonably possible.

Please provide:

• your order number;

• a description of the problem; and

• clear photographs showing the product and the issue.

Where reasonably necessary, we may request additional photographs, information or the return of the product so that we can assess the issue.

We will review the claim and provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include repair, replacement, price reduction or refund.

Where we require the return of an item because it is faulty, damaged, incorrect or not as described, we will provide appropriate return instructions and, where required by law, cover reasonable return costs.

Please do not dispose of a product that is the subject of a claim until we have confirmed that it is no longer required, as we may reasonably need the item or photographs of it to investigate the issue.

Nothing in this policy affects a customer's statutory rights under the Consumer Rights Act 2015.

Where applicable, a customer may have a short-term right to reject goods within 30 days where the goods fail to conform to the contract, including where they are faulty, materially not as described, or fail to meet another applicable statutory requirement under the Consumer Rights Act 2015.

For the avoidance of doubt, these statutory rights do not provide a general satisfaction guarantee and do not create a right to return a correctly produced personalised, customised or made-to-order product simply because the customer:

• changes their mind;

• no longer wants or needs the product;

• does not like the finished product for a subjective or personal reason;

• ordered the wrong product, size, colour, style, font, design or other option;

• provided incorrect text, spelling, measurements, instructions or personalisation details;

• supplied an incorrect, unsuitable or poor-quality image, photograph, logo, artwork or other customer-supplied material;

• later discovers that a different size, product, design or specification would have been more suitable for their intended use; or

• expected a result or characteristic that was not included in the product description, agreed specification or any representation made by Pretzel before the order was placed.

Where a customer claims that a product is not of satisfactory quality, not fit for an applicable purpose, not as described or otherwise does not conform to the contract, the claim will be assessed against the requirements of the Consumer Rights Act 2015 and the circumstances of the individual order.

Where a particular purpose is relied upon, any statutory rights relating to fitness for a particular purpose will apply only to the extent provided by applicable law, including where the relevant purpose was made known to Pretzel before the contract was made and the applicable legal requirements are satisfied.

Where an alleged failure originates from text, images, artwork, files, measurements, specifications, instructions or other materials supplied by the customer, this will be assessed in accordance with the Consumer Rights Act 2015 and does not automatically mean that the product itself is faulty or non-conforming.

After the short-term right to reject has expired, customers may have statutory rights to repair or replacement and, in certain circumstances, a price reduction or final right to reject the goods.

The personalised-goods exception relates to the normal change-of-mind cancellation right. It does not remove statutory rights where a personalised product genuinely fails to conform to the contract.

7. Damage During Delivery

If an order arrives damaged, please contact us as soon as reasonably possible at hello@pretzelshop.co.uk.

Please retain the product and, where possible, the packaging and provide photographs showing:

• the damaged product;

• the external packaging;

• any damage to the parcel; and

• the shipping label where relevant.

This information may be required so that we can investigate the matter with the delivery carrier.

Damage caused during delivery will be dealt with in accordance with your statutory rights and is not excluded merely because the product is personalised.

8. Incorrect Item Received

If we send you a product different from the product you ordered, please contact us at hello@pretzelshop.co.uk.

Do not use, apply, wash, modify or dispose of the incorrect item unless we tell you otherwise.

We may request photographs and/or arrange for the incorrect product to be returned before or as part of providing the appropriate remedy.

9. Application of Stickers and Customer Installation

Where a product requires customer application or installation, customers must follow any instructions supplied with the product.

We cannot normally accept responsibility for damage caused after delivery by incorrect application, installation, handling, removal or use by the customer or another person.

Examples include:

• applying a sticker incorrectly;

• applying a sticker to an unsuitable, dirty, wet or contaminated surface;

• damaging vinyl during application;

• incorrectly removing or repositioning a product;

• failing to follow supplied application instructions; or

• damaging a product through misuse after delivery.

This does not affect your rights where the product itself was faulty when supplied.

10. Clothing Size and Fit

Customers are responsible for selecting the correct garment size before ordering.

Where sizing information or a size guide is provided, please review it before placing your order.

A personalised garment that has been correctly supplied in the size ordered cannot normally be returned or exchanged simply because it does not fit as expected or because a different size would have been preferred.

If we supply a different size from the size stated in your order, please contact us.

11. Colour Differences

We make reasonable efforts to display product colours accurately.

However, colours displayed on phones, tablets and computer monitors may vary depending on screen calibration, brightness and device settings. Materials and manufacturing processes may also cause reasonable variations.

Minor colour differences between an on-screen representation and the physical product are therefore not necessarily a defect.

This does not apply where the product supplied is materially different from the colour or description ordered.

12. Customer-Supplied Images and Artwork

Customers are responsible for the quality and suitability of photographs, images, logos and artwork they upload or provide.

The finished product may reflect limitations present in the original supplied file, including:

• low resolution;

• pixelation;

• blur;

• poor lighting;

• compression;

• cropping;

• incorrect colours; or

• other image-quality limitations.

A product will not normally be considered faulty solely because the finished result reflects limitations that were already present in customer-supplied content.

Where we identify an obvious problem before production, we may contact you, but we are not obliged to detect or correct every error or quality issue in customer-supplied material.

13. Normal Wear, Misuse and Accidental Damage

Returns, refunds and replacements are not provided for problems caused by normal wear and tear, accidental damage, misuse, neglect, incorrect storage, improper washing or care, improper installation/application, unauthorised alteration or failure to follow reasonable product or care instructions.

This does not limit your rights in relation to an underlying fault that existed when the product was supplied.

14. Non-Personalised Products and Return Shipping Costs

Where we sell a standard product that has not been personalised, customised or made to your specifications, different cancellation and return rights may apply under UK consumer law.

Where the statutory cancellation right applies to an online purchase, you will normally have 14 days after receiving the goods to tell us that you wish to cancel, followed by a further 14 days to return the goods.

Please contact hello@pretzelshop.co.uk before returning an item so that we can provide the appropriate return instructions.

Change-of-Mind Returns

Where a return of a non-personalised product is accepted because you have changed your mind, ordered the wrong item, no longer require the product or otherwise wish to return it for a reason that is not caused by a fault or error on our part, you are responsible for the direct cost of returning the product to us.

We do not provide prepaid return postage for change-of-mind returns unless we expressly agree otherwise.

You are responsible for ensuring that the returned product is appropriately packaged and reaches us safely. We recommend using a suitable tracked delivery service and retaining proof of postage until your return has been processed.

Where permitted by law, we may not be responsible for a returned parcel that is lost or damaged before it reaches us where the return delivery was arranged by you.

Products must be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, we may reduce the refund to reflect any reduction in the value of the goods resulting from handling beyond what would reasonably be permitted when examining the product in a shop.

Faulty, Damaged, Incorrect or Non-Conforming Products

You will not be required to bear reasonable return shipping costs where the product needs to be returned because it was faulty, damaged when delivered, incorrectly supplied by us, materially not as described, or otherwise did not conform to the contract.

Where a return is necessary in these circumstances, please contact us before sending the product. We will provide appropriate return instructions and will arrange or reimburse reasonable return costs where required by law.

Please do not independently purchase an unnecessarily expensive or enhanced return service without first contacting us, unless reasonably necessary in the circumstances.

Original Delivery Charges

For products that are made to the customer's specifications or clearly personalised, original shipping and delivery charges are non-refundable where the customer simply changes their mind, including where the customer no longer wants the order, has ordered the wrong size, colour, design or other personalised option, or has provided incorrect personalisation details.

Where such a product has been correctly produced in accordance with the customer's order, changing your mind does not create a right to cancel or return the product and does not create a right to a refund of the original shipping or delivery charges.

For eligible non-personalised products, where a return is accepted for a reason other than the exercise of a statutory cancellation right, original shipping or delivery charges are non-refundable where the return is simply due to a change of mind, except where applicable law requires otherwise.

Where a customer validly exercises a statutory cancellation right in relation to an eligible non-personalised online order, we will refund the cost of our least expensive standard delivery option where required by UK consumer law.

If you selected an enhanced, express, premium or otherwise more expensive delivery service, any amount paid above the cost of our least expensive standard delivery option will not be refunded, except where required by law.

Where goods are faulty, damaged when delivered, incorrectly supplied, materially not as described or otherwise do not conform to the contract, delivery charges and any reasonable return costs will be handled in accordance with your statutory rights.

Nothing in this section limits or excludes any rights that cannot legally be excluded under UK consumer law.

Important: Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right.

Accordingly, a correctly produced product that is made to the customer's specifications or clearly personalised cannot be returned, exchanged or refunded simply because the customer has changed their mind, no longer wants the product, ordered the wrong size, colour, design or other personalised option, or supplied incorrect personalisation details.

This does not affect statutory rights where the product is faulty, materially not as described or otherwise fails to conform to the contract.

15. Unauthorised Returns

Please contact us before returning any product.

Sending a personalised product back to us does not automatically create a right to a refund.

A return that does not qualify under this policy or applicable law may be rejected.

In particular, we are not obliged to refund a correctly produced product that is made to the customer's specifications or clearly personalised merely because it has been returned to us without prior agreement.

16. Refused or Uncollected Deliveries

Refusing delivery, failing to collect a parcel or allowing a parcel to be returned to sender does not automatically cancel a personalised order or create a right to a refund.

Where a correctly addressed personalised order is returned to us because delivery was refused, missed or not collected, please contact us so that we can determine the available options.

Additional delivery charges may apply where re-delivery is requested and the failed delivery was not caused by us or the carrier.

Products made to the customer's specifications or clearly personalised remain excluded from the normal statutory change-of-mind cancellation right merely because the parcel was refused, uncollected or returned to sender.

This does not affect your statutory rights where the failure to deliver is our responsibility or another statutory right applies.

17. Incorrect Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an address error, contact hello@pretzelshop.co.uk immediately.

We will try to amend the address if the order has not yet been dispatched, but we cannot guarantee that a change will be possible.

Once an order has been dispatched, we may be unable to change or redirect the delivery address.

Where an order is returned to us because the customer supplied an incorrect or incomplete delivery address, the customer may be required to pay the reasonable cost of re-delivery before the order is dispatched again.

For products made to the customer's specifications or clearly personalised, an incorrect delivery address supplied by the customer does not create a right to cancel the order or receive a refund merely because delivery could not be completed.

This does not apply where the customer supplied the correct delivery information and the delivery failure resulted from an error by us or the delivery carrier.

18. Lost or Missing Orders

If your order has not arrived within the expected delivery period, please contact us at hello@pretzelshop.co.uk.

We may investigate the delivery with the carrier and may require reasonable time to obtain tracking information or delivery confirmation.

Where an order is confirmed as lost in transit before delivery to the customer, we will provide an appropriate remedy in accordance with applicable law.

19. Refund Method

Where a refund is due, refunds will normally be made to the original payment method used for the order.

Once we have issued a refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

We cannot normally issue a refund to a different card, bank account or payment method.

20. Payment Disputes and Chargebacks

If you believe there is a problem with your order, please contact us at hello@pretzelshop.co.uk so that we have an opportunity to investigate and resolve the matter.

The use of a payment provider, buy-now-pay-later provider or card dispute process does not alter the nature of a personalised product or create additional return rights beyond those provided by applicable law or the relevant provider's rules.

Where a payment dispute, chargeback or similar claim is raised, we may provide the payment provider with relevant evidence concerning the transaction and order, where permitted by applicable law and our Privacy Policy.

This evidence may include, where relevant:

• order details;

• the personalisation options submitted;

• customer-supplied text or artwork;

• uploaded files or records relating to them;

• proof or design approvals;

• customer acknowledgements;

• relevant customer communications;

• production or fulfilment records;

• dispatch information;

• carrier tracking;

• proof of delivery;

• our applicable policies and terms; and

• other information reasonably necessary to respond to the claim.

Products that are made to the customer's specifications or are clearly personalised are excluded from the normal statutory change-of-mind cancellation right.

A change of mind regarding a correctly produced product of this kind does not create a right to cancel, return or receive a refund.

This does not affect statutory rights where the product is faulty, materially not as described or otherwise fails to conform to the contract.

Nothing in this section restricts a customer's legal right to raise a legitimate payment dispute or exercise any statutory consumer right.

21. Returning Products

Do not send a product back without first contacting us.

If you believe that you are entitled to return a product, please contact:

hello@pretzelshop.co.uk

Please include your order number and the reason for requesting the return.

We will review the request and provide return instructions where the return is accepted or required.

The customer is responsible for the direct cost of returning an eligible non-personalised product where the return is due to a change of mind or another reason for which Pretzel is not responsible, unless we expressly agree otherwise.

Where a product is being returned because it was faulty, damaged when delivered, incorrectly supplied, materially not as described or otherwise did not conform to the contract, return arrangements and reasonable return costs will be handled by Pretzel in accordance with applicable UK consumer law.

Do not return products to an address shown on a shipping label, invoice, payment record or other correspondence unless we have confirmed that address as the correct returns address.

Returning a product without contacting us first does not create a right to a refund where no such right otherwise exists.

Products that are made to the customer's specifications or clearly personalised remain excluded from the normal statutory change-of-mind cancellation right and cannot be returned merely because the customer has changed their mind.

22. Refund Abuse and Fraudulent Claims

We reserve the right to investigate suspected fraudulent, abusive or dishonest refund or return claims.

Examples may include deliberately providing false information about an order, claiming that an item was not received where reliable delivery evidence demonstrates otherwise, returning a different item, or intentionally damaging a product in an attempt to obtain a refund.

Where reasonably necessary, we may retain and provide relevant evidence to payment providers, delivery companies or other appropriate parties in connection with a dispute, subject to applicable data-protection law.

This section does not restrict a customer from making a genuine complaint, exercising statutory rights or raising a legitimate payment dispute.

23. Your Statutory Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any rights or remedies that cannot legally be excluded under UK consumer law.

Where there is any conflict between this policy and a mandatory statutory right, the statutory right will apply.

24. Contact Us

If you have any questions about a cancellation, return, replacement or refund, please contact us before sending anything back:

Email: hello@pretzelshop.co.uk

Please include your order number so that we can locate your order and respond as quickly as possible.