Refund policy

Toasted Merch Refund & Cancellation Policy

At Toasted Merch, every item we create is custom laser engraved to order in our UK workshop. Because our products are made specifically to your bespoke specifications, our refund and cancellation policy reflects the custom nature of our work.

1. Cancellations & Amendments Before Production

You may cancel or amend your order at any point before you approve your digital artwork proof.

  • Before Proof Approval: If you decide to cancel your order prior to confirming artwork approval, you will receive a full refund to your original payment method.

  • Design Adjustments: Every order includes one round of minor design or sizing adjustments during the proofing stage.

To request a cancellation or change prior to proof approval, please contact us immediately via email at contact@toastedmerch.co.uk with your order number.

2. Orders In Production or Completed

Once you have reviewed and formally approved your digital proof, your order enters our workshop production queue.

Under UK law (Consumer Contracts Regulations), the statutory right to cancel or return goods within 14 days does not apply to bespoke, personalized, or custom made items. Therefore:

  • Once artwork approval is complete and production begins, orders cannot be cancelled, amended, or returned for a refund due to a change of mind.

  • It is the responsibility of the customer to ensure all details on the digital proof (including spelling, dimensions, layout, and contrast) are thoroughly checked before granting approval.

3. Damaged, Faulty, or Incorrect Goods

We take immense pride in our craftsmanship, and every order undergoes hand inspection before dispatch via DHL. However, if your items arrive damaged, defective, or incorrect due to a production error on our part, we will make it right.

Reporting an Issue

If there is a problem with your delivery, you must report it to us within 7 days of receipt. Please email toastedmerchuk@gmail.com with the following details:

  1. Your order number

  2. A description of the issue or damage

  3. Clear photographs showing the fault, damage, or manufacturing defect, alongside the outer shipping packaging

Resolutions

If the item is verified as damaged in transit or manufactured incorrectly (contrary to the approved digital proof):

  • We will arrange a priority workshop rerun to replace the affected items free of charge.

  • If a replacement is not viable or possible, a full or partial refund will be processed for the affected goods.

Please do not return items to our workshop without contacting us first, as we cannot accept unauthorized returns.

4. Processing Refunds

Where a refund is approved by Toasted Merch:

  • Refunds will be issued to the original method of payment used when placing the order.

  • Please allow up to 30 working days for the refunded amount to show on your statement once processed.

5. Contact Us

If you have any questions regarding your order, artwork proofs, or this policy, please reach out directly:

  • Email: toastedmerchuk@gmail.com

  • Workshop Address: Toasted Merch, Norwich, Norfolk, UK