Returns.

Before your cards are made

You can change or cancel free until your cards go to be made. If you have paid, cancelling refunds you in full.

To change your design, use your order page. To cancel, reply to any email about your order.

Once your cards have gone to be made, we cannot change or cancel them: they are engraved for you, and nobody else can use them.

Why there is no 14-day return

Buying online usually gives you 14 days to change your mind. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 make an exception for goods made to your specifications or clearly personalised (regulation 28(1)(b)), and cards engraved with your own name and details are exactly that.

So we cannot take back a correct order because you changed your mind. It is why every design is checked by hand before anything is made, and why changing or cancelling is free until then.

If a card arrives wrong, faulty or damaged

We remake them free, or refund you if you would rather.

• Wrong means not what you ordered.
• Faulty means a flaw in the metal or the engraving, or a QR code that will not scan.
• Damaged means harmed on the way to you.

How to tell us

1. Reply to any email about your order, or write to support@cardr.co. Your order reference starts CR-.
2. Say what is wrong. A photo helps us see it straight away.
3. We aim to reply within one working day. If we need the cards back, we pay for the postage.

There is no deadline of our own: tell us whenever you find a problem, and we will never hold you to a shorter time than the law gives you. We engrave your details exactly as you give them, so check every letter before your cards go to be made.

Your rights under the law

If you buy as a consumer in the UK, the Consumer Rights Act 2015 says your cards must be as described, of satisfactory quality and fit for purpose. If they are not:

• for 30 days from delivery, you can reject them for a full refund;
• or, at any time, ask us to repair or replace them, and if that does not put things right, to reduce the price or refund you;
• a fault that shows within six months of delivery is taken to have been there when they arrived, unless we can show it was not.

Our promise adds to these rights and never replaces them. Buying for a business? The Act protects consumers, but the promise on this page is for every order.

Refunds

A refund goes back to the card or account you paid with, and costs you nothing. We send it as soon as we agree it, and within 14 days at the latest. Refunds usually reach your card within 5 to 10 working days, depending on your bank.