Last updated: 2 September 2026
1. About This Policy
At Citrine Creative, we want you to be happy with your purchase.
We create and supply engraved gifts, personalised souvenirs, plaques, photo products, ornaments, postcards, printed keychains, canvas products and other printed, engraved and customised products.
Because many of our products are personalised or made specifically to customer requirements, some products are subject to different return and cancellation rules from standard, non-personalised products.
This Refunds & Returns Policy explains:
- When you can return a product
- When you can request a refund
- How to request a return or refund
- What happens if your product is faulty or damaged
- How personalised products are treated
- Who pays return postage
- How and when refunds are processed
- Your statutory consumer rights
Nothing in this Policy is intended to remove or restrict any legal rights that you may have under applicable UK law.
2. Our Business Details
Business name: Citrine Creative
Website: citrinecreativeltd.co.uk
Location: Edinburgh, Scotland, United Kingdom
Email: ankurchaturvedi@gmail.com
For all return, refund or product-support enquiries, please contact us using the email address above.
3. Who This Policy Applies To
This Policy applies to:
Consumer customers
Individuals purchasing products primarily for personal use rather than for their business, trade or profession.
Business customers
Businesses such as:
- Tourist souvenir shops
- Gift shops
- Visitor attractions
- Retailers
- Hospitality businesses
- Other commercial customers
Different legal rights may apply to business and consumer purchases.
Where you are a consumer, nothing in this Policy limits your statutory consumer rights.
4. Our Commitment to Customers
We aim to supply products that:
- Match their description
- Match the agreed specifications
- Are of satisfactory quality where applicable
- Are fit for their intended purpose
- Are produced according to the personalisation instructions you provide
- Arrive in an appropriate condition
If we make a mistake or supply a product that does not meet the applicable legal requirements, we will work with you to provide an appropriate remedy.
5. Returns for Change of Mind
If you are a consumer purchasing a standard, non-personalised product online, you may generally have a statutory right to cancel your order within the applicable cooling-off period.
For distance purchases, consumers generally have 14 days from receiving the goods to tell the trader that they wish to cancel, followed by a further 14 days to return the goods.
Where a valid statutory cancellation right applies:
- You do not normally need to give a reason.
- You must tell us within the applicable cancellation period.
- You must normally return the goods within 14 days after notifying us.
- You are generally responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law provides otherwise.
- We will provide the refund within the legally required timeframe.
- The refund will normally be made using the original payment method.
Where required by law, the refund will include the cost of standard delivery originally paid by you. If you selected a more expensive delivery option, we generally only need to refund the cost of the least expensive standard delivery option available.
6. Personalised and Bespoke Products
Many Citrine Creative products are made specifically for you.
Examples include products containing:
- Your name
- A person’s name
- A date
- A personalised message
- A photograph
- A customer-supplied image
- A custom design
- Custom artwork
- A specific engraving
- A personalised quotation
- A business logo
- Other customer-specific information
Genuinely personalised or bespoke products may be excluded from the normal statutory change-of-mind cancellation right for online purchases.
For example, a keychain engraved with a customer’s chosen name or a canvas printed with a customer’s personal photograph may not be returnable simply because the customer has changed their mind.
However, this does not affect your legal rights if the product is:
- Faulty
- Damaged
- Not as described
- Not fit for its intended purpose
- Incorrectly manufactured
- Incorrectly personalised due to our error
- Otherwise not in conformity with the contract
7. Examples of Personalisation Errors
If the customer provides incorrect information
If you provide:
“Edinbrugh”
and we reproduce the information exactly as supplied, the resulting spelling error may not be considered an error by Citrine Creative.
Similarly, if you upload a low-resolution or poor-quality photograph and the finished product reflects the limitations of the supplied image, this may not constitute a manufacturing defect.
If Citrine Creative makes the mistake
If you provide:
“Edinburgh”
but we manufacture the product as:
“Edinbrugh”
this may be considered an error on our part.
Please contact us and provide photographs and your order information. We will assess the issue and, where appropriate, offer a replacement, repair, reproduction, refund or another appropriate remedy.
8. Faulty, Damaged or Incorrect Products
If your product arrives:
- Damaged
- Faulty
- Incorrect
- Not as described
- Missing essential components
- Incorrectly personalised due to our error
- Not fit for its intended purpose
please contact us as soon as reasonably possible.
You may have statutory rights to:
- Reject the goods and receive a refund
- Request a repair
- Request a replacement
- Receive a price reduction
- Receive another appropriate remedy
depending on the circumstances and applicable law.
For consumers, UK law provides a short-term right to reject faulty goods within 30 days in appropriate circumstances. After that period, repair or replacement may be available, followed by further remedies where the legal requirements are met.
We will not ask you to give up rights that cannot legally be excluded.
9. Products Damaged During Delivery
If your product arrives damaged, please contact us promptly.
Where possible, please provide:
- Your name
- Order number
- Description of the damage
- Photographs of the product
- Photographs of the packaging
- Photograph of the delivery label
- Any other relevant information
Photographs help us investigate the problem and, where appropriate, make a claim with the delivery provider.
Please retain the original packaging until the issue has been resolved where reasonably possible.
Failure to provide photographs will not automatically remove any statutory rights you may have.
10. Returns Due to Change of Mind
Where a consumer has a legal right to cancel a standard non-personalised online purchase, the product should be returned:
- Within the applicable statutory return period
- In an appropriate condition
- With reasonable care taken during handling
- With accessories and components where applicable
Consumers are generally permitted to handle goods to the extent necessary to establish their nature, characteristics and functioning, similar to what would reasonably be permitted in a shop.
If goods have been handled beyond what is reasonably necessary and their value has been diminished, applicable law may allow an appropriate deduction in certain circumstances.
11. Items That May Not Be Eligible for Change-of-Mind Returns
Subject to statutory rights, the normal change-of-mind cancellation right may not apply to products that are genuinely:
- Personalised
- Custom-made
- Bespoke
- Engraved according to customer specifications
- Printed with a customer’s photograph
- Printed with customer-specific artwork
- Produced with a customer’s name, message or other unique information
This exclusion applies only where permitted by law.
A personalised product that is faulty or incorrectly made by Citrine Creative remains subject to applicable consumer protection rights.
12. Return Conditions
Where a return is permitted, please ensure that:
- The correct product is returned.
- The product is securely packaged.
- The product is not unnecessarily damaged during return.
- Any included accessories are returned where applicable.
- You provide your order number or other proof of purchase.
- You use the return instructions provided by Citrine Creative.
We may request photographs before authorising a return, particularly for damaged, defective or incorrectly manufactured products.
This helps us determine the most appropriate and quickest solution.
13. Return Postage and Costs
Change-of-mind returns
Where a consumer has a statutory right to cancel a standard online purchase, the customer will normally be responsible for the direct cost of returning the goods unless:
- We have agreed to pay the return cost; or
- Applicable law requires us to pay it.
Faulty or incorrect products
Where the problem is our responsibility and the product is faulty, damaged, incorrectly supplied or incorrectly personalised due to our error, we will not seek to make the customer bear costs that we are legally required to bear.
Where appropriate, we may provide return instructions or arrange collection/replacement.
Personalised products
Where a genuinely personalised product cannot be returned simply because the customer has changed their mind, the customer will normally not have a change-of-mind return right.
This does not affect statutory rights relating to faulty or incorrectly supplied goods.
14. How to Request a Return or Refund
To request a return or refund, please email:
Please include:
Subject: Return/Refund Request – [Order Number]
Please provide:
- Full name
- Order number
- Date of purchase
- Product name
- Reason for the return/refund
- Photographs where relevant
- Your preferred contact details
For damaged, defective or incorrect products, photographs are particularly helpful.
We will review your request and explain the next steps.
15. Return Authorisation
Where appropriate, we may provide specific return instructions before you send the product back.
Please do not send products to an address obtained from an old order, invoice or third party unless we have confirmed that it is the correct return address.
This helps prevent parcels from being lost or delayed.
16. Refund Processing
Once we determine that you are entitled to a refund, we will process the refund in accordance with applicable law.
Where a statutory refund is required, we will normally use the same payment method that you used for the original transaction unless you expressly agree to another method.
We will not charge a separate fee for processing a legally required refund.
The time it takes for the money to appear in your account may also depend on your bank or payment provider.
17. Refund Timeframes for Statutory Online Cancellations
Where a consumer validly cancels a distance contract under the applicable statutory cancellation rules, we will provide the refund within the legally required timeframe.
Generally, the refund must be made no later than 14 days after the relevant trigger specified by law, including receipt of the returned goods or appropriate evidence of return where applicable.
Where the law permits us to wait for the returned goods or evidence of return, we may do so.
18. Refunds for Faulty Products
If you are legally entitled to a refund because a product is faulty, damaged, incorrectly supplied or otherwise does not meet the required legal standards, we will process the appropriate refund in accordance with applicable law.
Depending on the circumstances, the appropriate remedy may instead be:
- Repair
- Replacement
- Reproduction
- Price reduction
- Partial refund
- Full refund
We will consider the circumstances of each case and your applicable statutory rights.
19. Exchanges and Replacements
Where a product is faulty or incorrectly supplied, we may offer:
- A replacement product
- A corrected personalised product
- A repaired product
- A new product manufactured to the correct specification
Where a replacement is appropriate, we will aim to provide a product that conforms to the original agreement.
For personalised products, the replacement may need to be manufactured again rather than substituted with a standard product.
20. Non-Refundable Situations
Subject to your statutory rights, we may not provide a change-of-mind refund where:
- The product was genuinely personalised or bespoke.
- The product was made specifically according to your unique specifications.
- You supplied incorrect personalisation information.
- You supplied an incorrect spelling and we reproduced it accurately.
- You supplied an image or artwork that you did not have permission to use.
- The product has been damaged through misuse or inappropriate handling after delivery.
- The product has been modified or altered by the customer.
- The issue results from normal wear and tear rather than a defect.
- The customer was aware of a specific defect before purchasing and agreed to purchase the product on that basis.
These exclusions do not override statutory consumer rights.
21. Customer Responsibility for Photographs and Artwork
If you provide photographs, artwork, logos or other content for a personalised product, you are responsible for ensuring that:
- You have permission to use the content.
- You have the necessary copyright or other intellectual-property rights, where applicable.
- You have permission from individuals whose images you provide where required.
- The content is suitable for reproduction.
- The content you provide is accurate.
We are not responsible for poor results caused solely by poor-quality customer-supplied images or files where we have not agreed to provide image enhancement or correction.
Where we identify an obvious technical problem before production, we may contact you to request a replacement file or clarification.
22. Colour and Image Variations
Digital images can appear differently on different screens.
As a result, there may be reasonable differences between:
- Your computer or phone screen
- A digital proof
- The final printed product
Printing, engraving and materials may also produce minor variations.
Such reasonable variations will not automatically constitute a defect.
However, if the finished product materially differs from the agreed specification or is defective, please contact us so that we can investigate.
23. Business and Wholesale Returns
For business customers, including tourist souvenir shops, return and refund arrangements may be governed by:
- The agreed quotation
- Purchase order
- Invoice
- Wholesale agreement
- Order confirmation
- Separate commercial terms
Business customers should inspect delivered products within a reasonable period and notify us promptly of shortages, damage, defects or discrepancies.
Where a business customer receives goods that are incorrect, damaged or defective, we will work with the customer to agree an appropriate commercial remedy, subject to the contract and applicable law.
Consumer-specific statutory cancellation rights generally do not apply to purchases made wholly or mainly for business purposes.
24. Bulk and Custom Business Orders
For large wholesale or bespoke orders, we may require:
- A deposit
- Full payment before production
- Written approval of artwork
- Written approval of a sample or proof
- Minimum order quantities
- Agreed production schedules
Where a customer has approved a final design or proof, subsequent changes may incur additional costs or may not be possible once production has started.
Any such arrangements will be communicated before the order becomes binding.
25. Refused or Unclaimed Deliveries
If a customer refuses or fails to accept a delivery without a valid reason, additional delivery or return costs may arise.
For consumer customers, we will handle such situations in accordance with applicable law.
For business customers, any agreed delivery or return charges may apply in accordance with the relevant quotation, order or contract.
26. Sale and Promotional Products
Discounted or promotional products have the same statutory consumer rights as products sold at full price.
A product cannot be excluded from statutory remedies simply because it was purchased at a discount.
Where a product is deliberately discounted because of a specific defect and that defect was clearly brought to your attention before purchase, different rights may apply to that known issue.
27. Gift Purchases
If you purchase a product as a gift, the original purchaser remains responsible for exercising any applicable contractual cancellation or return rights unless the law or our agreement provides otherwise.
Proof of purchase may be required.
Where a product is personalised for the recipient, the same rules concerning personalised products apply.
28. Proof of Purchase
We may ask for reasonable proof that a product was purchased from Citrine Creative.
Examples may include:
- Order confirmation
- Invoice
- Receipt
- Order number
- Payment record
- Other reasonable evidence of purchase
This requirement does not remove statutory rights where alternative reasonable evidence is available.
29. Refunds to the Original Payment Method
Where possible and legally appropriate, refunds will be made to the original payment method.
If the original payment method is unavailable, we may contact you to arrange an alternative method where appropriate.
We will not normally provide cash refunds for purchases originally made through electronic payment methods.
30. Your Statutory Rights
This Policy does not replace your statutory rights.
For consumers, goods supplied by a trader generally need to meet legal requirements concerning matters such as satisfactory quality, fitness for purpose and conformity with their description.
Consumer law also provides specific remedies where goods do not meet those requirements.
Nothing in this Policy limits or excludes any legal right or remedy that cannot lawfully be limited or excluded.
If there is a conflict between this Policy and a mandatory statutory right, the statutory right will prevail.
31. What Happens After You Contact Us?
Once we receive your return or refund request, we will:
- Acknowledge your request where reasonably practicable.
- Review your order information.
- Determine whether the product is standard, personalised or bespoke.
- Assess the reason for the return.
- Request photographs or additional information where necessary.
- Determine the appropriate remedy under the circumstances.
- Provide return or replacement instructions where applicable.
- Process any refund due within the applicable timeframe.
Our goal is to resolve legitimate problems fairly, efficiently and professionally.
32. Contact Us
For all refund, return, replacement and product-support enquiries, please contact:
Citrine Creative
Edinburgh, Scotland, United Kingdom
Email: ankurchaturvedi@gmail.com
Website: citrinecreativeltd.co.uk
When contacting us, please include your order number wherever possible.
33. Changes to This Policy
We may update this Refunds & Returns Policy from time to time to reflect:
- Changes to our products
- Changes to our business
- Changes to our website
- Changes to our return procedures
- Changes to payment or delivery arrangements
- Changes to applicable law
The latest version will be published on our Website.
The date shown at the top of this Policy indicates when it was last updated.
34. Final Statement
Citrine Creative is committed to treating customers fairly and resolving genuine product problems promptly.
We will always seek to balance reasonable customer service with the practical requirements of producing personalised, engraved and printed products.
Nothing in this Policy is intended to take away rights that you have under applicable UK consumer or other mandatory law.
Last updated: 2 September 2026