Return and Refund Policy – Custom-Made and Personalised Items

Last updated: 20 October 2026

At Orien UK Ltd, we specialise in custom-made and personalised products, including full-colour printed polyester display fabric, exhibition backdrops, display graphics, branded fabric products and other items produced to your specifications.

As many of our products are made specifically for each customer, we have the following return and refund policy.

1. Custom-Made and Personalised Products

Products that are made to your specifications or clearly personalised, including items printed with your own artwork, logos, photographs, names, numbers, branding or bespoke designs, are generally not eligible for return or refund simply because you have changed your mind.

This includes products manufactured or printed specifically for your order, where the design, dimensions or personalisation have been provided or approved by you.

Please check your order details, artwork, spelling, colours, measurements and specifications carefully before confirming your order.

This policy does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.

2. Artwork Approval and Order Accuracy

Customers are responsible for checking the accuracy of the information and artwork they supply, including:

• Spelling, names, numbers and wording.

• Logos, photographs and other graphic elements.

• Colours, sizes, dimensions and print placement.

• The suitability and quality of supplied artwork.

Where a proof or design preview is provided for approval, please check it carefully before confirming production.

We cannot accept responsibility for errors in customer-supplied artwork or specifications that have been correctly reproduced according to the approved design.

If we make a production error or fail to reproduce the agreed specifications, please contact us so that we can investigate and arrange an appropriate remedy.

3. Faulty, Damaged or Incorrect Items

We want every customer to be satisfied with their order.

If your item arrives damaged, is faulty, differs materially from the agreed specifications or is not as described, please contact us as soon as reasonably possible.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs showing the damage, defect or discrepancy, where applicable.

We will assess the issue and work with you to resolve it. Depending on the circumstances and your legal rights, this may include a replacement, repair or refund.

Custom-made and personalised products are not excluded from your statutory consumer rights. Nothing in this policy limits any rights you may have under applicable consumer protection legislation.

4. Cancellations and Changes to Orders

Because personalised products may enter production shortly after an order is confirmed, please contact us immediately if you need to change or cancel an order.

We will do our best to accommodate requests before production begins, but changes may not be possible once materials have been prepared, artwork has been processed or printing or manufacturing has started.

For goods made to the customer's specifications or clearly personalised, the usual online change-of-mind cancellation right generally does not apply. Other orders may have different cancellation rights depending on the circumstances.

This does not affect any cancellation, refund or other rights that apply when goods are faulty, incorrect or otherwise fail to meet legal requirements.

5. Refunds and Replacements

Where a refund is agreed or legally required, we will explain the next steps and process the refund in accordance with applicable law.

Refunds will normally be made using the original payment method unless another method is agreed where permitted.

Where a replacement or repair is appropriate, we will explain the proposed arrangements and any relevant timescales.

We will not use this policy to deny a refund, repair, replacement or other remedy required by law.

6. Delivery Damage

Please inspect your order on arrival.

If your parcel or product appears damaged during delivery, contact us with your order number and photographs where possible. We will investigate and advise on the appropriate resolution.

Please contact us promptly (within 3 days), but any request to report damage within a particular period will not remove statutory rights that apply to your purchase.

7. How to Contact Us

To report a problem with an order, request a change or discuss a return or refund, please contact us using the details below:

Business name: [Your Business Name]
Email: [Your Customer Service Email]
Telephone: [Your Business Telephone, if applicable]
Business address: [Your Business Address]

Please include your order number in all correspondence so that we can assist you efficiently.

8. Your Statutory Rights

This policy is intended to explain our approach to custom-made and personalised products. It does not replace or restrict any rights you may have under applicable consumer protection law.

For UK customers, relevant legislation may include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you have any questions about this policy, please contact us before placing your order.

Thank you for choosing Orien UK Ltd.