Terms of service

Toasted Merch Terms & Conditions

Welcome to Toasted Merch. These Terms and Conditions govern all sales, custom orders, and use of our website (toastedmerch.co.uk). By placing an order with us, you agree to be bound by the terms set out below.

Toasted Merch operates from Norwich, Norfolk, United Kingdom.

1. Overview of Our Service

Toasted Merch specializes in bespoke, custom laser engraved wooden merchandise and branded products. Because all items are custom produced according to individual customer specifications, distinct conditions apply regarding artwork approval, production queues, and returns.

2. Orders & Proofing Process

  1. Submission of Artwork: When placing an order, you must supply vector artwork (.AI, .EPS, .SVG, or high-resolution .PDF). If artwork preparation or vector tracing is required, additional artwork fees may apply.

  2. Digital Proofing: Before any manufacturing begins, we will provide a digital artwork proof showing the layout, positioning, and relative sizing of your design.

  3. Customer Approval: It is your sole responsibility to inspect the digital proof thoroughly for layout accuracy, sizing, text spelling, and details. Production will not commence until written approval is received.

  4. Binding Sign-Off: Once written approval is granted, the design is deemed final and locked for workshop production. Any changes requested after proof sign-off may incur additional material and setup costs.

3. Workshop Production & Timber Characteristics

  1. Lead Times: Standard turnarounds begin only after digital proof approval has been confirmed in writing. While we aim to meet estimated production timelines, lead times are non-binding estimates.

  2. Natural Timber Variations: Wood is a natural material. Natural variations in grain pattern, tone, density, and color are inherent properties of timber. Laser engraving depth and char tone can vary slightly across different pieces of wood, even within the same batch. These natural variations are not considered manufacturing defects.

  3. Laser Engraving Tolerances: Minor alignment variances within standard manufacturing tolerances (up to 1.5mm) may occur during laser cutting and engraving processes.

4. Pricing, Payment & Ownership

  1. Pricing: All prices quoted on our website or via direct invoice are in GBP (£). We reserve the right to amend pricing at any time prior to order confirmation.

  2. Payment Terms: Full payment is required at the time of order placement or invoice issuance unless credit terms have been agreed in writing. Production will not begin until payment has cleared.

  3. Title to Goods: Ownership of supplied goods remains with Toasted Merch until full payment has been received.

5. Intellectual Property & Artwork Ownership

  1. Customer Warranties: By submitting artwork, logos, or designs to Toasted Merch, you warrant that you own or hold the necessary licences and intellectual property rights to use, reproduce, and engrave the material.

  2. Indemnification: You agree to fully indemnify Toasted Merch against any claims, liabilities, damages, or legal costs arising from copyright, trademark, or intellectual property infringement claims brought by third parties regarding your supplied artwork.

  3. Promotional Material: Unless explicitly requested otherwise in writing prior to production, Toasted Merch reserves the right to photograph finished products and share them across our digital portfolios, website, and social channels.

6. Delivery & Shipping

  1. Carrier Delivery: Orders are dispatched via tracked courier services (such as DHL). Delivery estimates supplied by carriers are outside of our direct operational control once parcel handover is complete.

  2. Risk of Loss: Risk of loss or damage transfers to the customer upon courier delivery to the specified address.

  3. Import Duties & International Shipments: For orders shipped outside the United Kingdom, the customer is responsible for all applicable import duties, customs taxes, and clearance fees.

7. Cancellations, Returns & Consumer Rights

  1. Custom & Bespoke Goods Exemption: Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to goods that are made to the consumer’s specifications or are clearly personalized.

  2. Pre-Production Cancellations: Orders cancelled prior to digital proof approval will receive a full refund.

  3. Post-Approval Cancellations: Orders cancelled after digital proof approval has been granted cannot be refunded, as material sourcing and production setup will have commenced.

  4. Faulty or Incorrect Goods: Under the UK Consumer Rights Act 2015, if goods arrive damaged or fail to match the agreed, approved digital proof due to a manufacturing error:

    • You must notify us within 7 days of delivery with clear photographs of the defect and packaging.

    • Confirmed manufacturing errors will be remade on a priority basis free of charge.

8. Limitation of Liability

To the extent permitted by law:

  • Toasted Merch shall not be liable for any indirect, consequential, or economic losses, loss of profit, or commercial loss arising out of or in connection with any contract or supply of goods.

  • Our maximum cumulative liability for any claim shall not exceed the total contract value of the specific order placed.

9. Governing Law

These Terms and Conditions and any contracts entered into with Toasted Merch are governed by and construed in accordance with the laws of England and Wales. Both parties submit to the exclusive jurisdiction of the courts of England and Wales.

10. Contact Information

For queries regarding these terms or your custom orders, please contact:

  • Email: toastedmerchuk@gmail.com

  • Address: Toasted Merch, Norwich, Norfolk, United Kingdom

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 toastedmerchuk@gmail.com 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 5 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