Refund policy
Returns and Refunds Policy
Nothing in this Policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Personalised Products
Because most of our Products are made or personalised specifically for you — including anything customised with a child's name, photo, or Bespoke-tier artwork — the standard 14-day "change of mind" cancellation right does not apply, as these items are made to your specification. This does not affect your right to a refund, repair, or replacement for a Faulty Product.
2. Cancelling a Personalised Physical Product
Because design work begins as soon as your Order is placed, cancellation is only possible in the following circumstances:
- Before final design approval — while your Product is still in the design stage and before you have approved the final design, you may cancel your Order. A refund of 50% of the amount paid will be given, to cover the design and processing work already carried out.
- After final design approval — once you have approved and confirmed the final design, your Order cannot be cancelled and no refund will be given, as production begins immediately on confirmation.
To cancel while your Order is still in the design stage, email Us at team@thinkhealthandwellness.com with your Order number as soon as possible. We will confirm whether your Order has already passed the design-confirmation stage before processing any cancellation or refund.
3. Non-Personalised Products
Where a Product is not personalised — for example, a standard Ready-tier item held in stock — you may generally cancel within 14 days of delivery under the Consumer Contracts Regulations, provided the item is returned unused, in its original packaging, and at your own cost, unless it arrived Faulty.
4. Faulty Products
You may cancel an Order and receive a full refund of sums paid, including delivery charges, if the Product is Faulty. Please contact Us as soon as reasonably practicable after you discover the fault, and in any event no later than 14 days after receiving the Product.
5. Failure to Deliver
You may cancel an Order and receive a full refund of sums paid, including delivery charges, if We fail to deliver the Order within 40 days of the date you placed it.
6. How to Cancel or Report a Fault
To cancel or report a fault, email Us at team@thinkhealthandwellness.com with your Order number. You must return any physical Product to Us in its original packaging where reasonably possible.
7. Digital Products
Once a download has started or access has been granted, your statutory right to cancel under the Consumer Contracts Regulations no longer applies, except where the Digital Product is Faulty.
8. How Refunds Are Processed
Approved refunds are issued to your original payment method. Please allow a reasonable period for the refund to appear, depending on your payment provider's processing times.
9. Contact Us
For any cancellation, return, or refund query, email Us at team@thinkhealthandwellness.com with your Order number.