Refund policy
Refund & Returns Policy
Last updated: 30 October 2026
This policy explains your rights when you buy from Scribble & Keep, operated by Tristan Wood trading as Scribble & Keep ("we", "us"). It doesn't affect your statutory rights.
1. Personalised items: no change-of-mind returns
Every Scribble & Keep product is made to order using the artwork you send us. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel doesn't apply to goods made to the consumer's specifications or clearly personalised. This means we can't accept returns or give refunds if you change your mind, order the wrong size or product, or no longer need the item.
2. Cancelling before we print
We only send your order to print once you've approved your proof. If you want to cancel before you approve it, email us and we'll cancel and refund you in full. Once you've approved your proof and the item has been sent for printing, we can't cancel it.
3. Faulty, damaged or incorrect items: your legal rights
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged in transit, or not what you ordered (for example, the wrong product, size or drawing, or a clear printing defect):
- Within 30 days of delivery you're entitled to reject it and get a full refund.
- After that, or if you prefer, we'll remake or replace it free of charge. If a remake doesn't fix the problem, you can ask for a refund or a price reduction.
- Up to six months after delivery, a fault is assumed to have been there from the start unless we can show otherwise.
4. Our free remake promise (in addition to your legal rights)
If you're unhappy with the print quality of your item, for example if the colours are noticeably off from the proof you approved, or the print is blurred, misaligned or marked, tell us within 30 days of delivery and we'll reprint it free.
This promise doesn't cover:
- a low-resolution or blurry photo you asked us to print after we warned you about its quality;
- spelling in the label text exactly as you entered it and approved in your proof (we'll still fix it at cost price);
- normal wear, misuse, or damage after delivery;
- the natural look of the original drawing (we keep the artist's lines as drawn).
5. How to report a problem
Email hello@scribbleandkeep.co.uk within 30 days of delivery with your order number and a clear photo of the problem (and of the packaging if it's damaged). You usually won't need to send the item back. If we do ask for it, we'll pay the return postage.
6. Refunds
Approved refunds go back to your original payment method within 14 days of our agreeing to them. A refund for a faulty item includes the original delivery charge.
7. Lost parcels
If your tracking hasn't updated for 10 working days, or it shows as delivered but hasn't arrived, contact us and we'll look into it with the carrier. If it's confirmed lost, we'll send a replacement or refund you.
Contact: Tristan Wood trading as Scribble & Keep, 96 Lumley Rd, Skegness, PE25 3ND, United Kingdom, hello@scribbleandkeep.co.uk