Returns & cancellations
Standard catalogue goods
A standard catalogue item is a design we offer to customers generally, rather than something made to your individual specification. Choosing a usual size or colour, or having a standard design printed only after ordering, does not by itself make the purchase personalised.
For eligible online purchases, you may cancel without giving a reason. Tell us by email at info@bestieboys.co.uk, or by another clear statement, within 14 days beginning the day after you receive the goods. Where one order is delivered separately, the relevant period normally starts after its last item arrives. You can also cancel before delivery. Send the goods back within 14 days after telling us; applicable statutory deadline extensions remain available.
You may inspect or try on an item as you could in a shop. Pack it securely for return. Original packaging and tags are helpful but are not absolute conditions of statutory cancellation. Where lawful, we may deduct for diminished value caused by handling beyond what is needed to inspect the item; we do not charge a restocking fee.
You pay the direct return postage for a change-of-mind cancellation. This does not apply where we are responsible for faulty, incorrect or misdescribed goods. Return address: Jamie-Lee Robinson trading as BestieBoys, info@bestieboys.co.uk. Contacting info@bestieboys.co.uk helps us arrange the return, but our permission or a return number is not a condition of exercising your statutory cancellation right.
We refund without undue delay and within 14 days of receiving the returned goods or evidence you sent them, whichever is earlier. Where no goods were supplied, or we offered to collect them, the applicable refund deadline runs from cancellation. We use the original payment method unless you expressly agree otherwise, with no refund fee. When the whole eligible order is cancelled, the refund includes the least expensive standard delivery charge we offered; the extra cost of an express upgrade is not refundable under that rule.
Personalised goods, faults and complaints
Goods genuinely made to your specification, such as merchandise featuring your own pet or personal wording, normally do not carry the standard change-of-mind cancellation right. We identify that before you commit to the order. This is not a blanket exemption for everything printed on demand and is not triggered simply by a supplier starting production. Contact us promptly if you need to change a personalised order; we will explain what can still be changed and any agreed, lawful costs.
Your rights where goods are faulty, unsuitable for an agreed purpose or not as described still apply, including to personalised items. You will usually have a 30-day short-term right to reject qualifying faulty goods for a refund. Rights to repair, replacement, price reduction or rejection can continue afterwards. We do not impose a 48-hour reporting deadline or make statutory remedies conditional on the printer agreeing to reimburse us.
Email info@bestieboys.co.uk with your order reference, the problem and your requested outcome. Photos can help us understand a defect, but contact us if you cannot supply them. We will meet reasonable return costs where legally responsible and will not force store credit instead of a refund you are entitled to. Nothing in this policy limits your statutory rights.
How to notify us
You can use our cancellation form or send another clear statement. The form is optional for you to use.