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Refund & Returns Policy
Last updated: 6 September 2026
At WIKXY Ltd, we want you to be satisfied with your purchase. This Refund & Returns Policy explains your rights when cancelling an order, returning a standard product, or reporting a faulty, damaged or incorrect item.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Standard Non-Personalised Products
If you purchase a standard product online that has not been made to your specifications or personalised for you, you will generally have the right to cancel your order within 14 days after receiving the goods, subject to applicable exceptions.
If you wish to exercise this right, please contact us at info@wikxy.co.uk within the applicable cancellation period.
After notifying us that you wish to cancel, you must return the goods within the applicable legal return period.
2. Personalised and Made-to-Order Products
Many WIKXY products are engraved, personalised or manufactured specifically to your requirements.
The normal change-of-mind cancellation right generally does not apply to goods that are made to your specifications or clearly personalised.
Examples may include products engraved with:
- Names or initials
- Dates
- Telephone numbers
- Personal messages
- Customer-supplied artwork or logos
- Other custom information requested by you
Please check all personalisation information carefully before placing your order.
If you need to change or cancel a personalised order, contact us as soon as possible. If production has not started, we will consider whether the requested change or cancellation can still be accommodated.
This personalised-goods exception does not affect your rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.
3. Faulty, Damaged or Incorrect Goods
If your product arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as reasonably possible at info@wikxy.co.uk.
Please provide:
- Your name
- Order number
- A description of the problem
- Clear photographs of the item and, where relevant, its packaging
Photographs help us understand what has happened and resolve the issue efficiently.
Where goods do not conform to the contract, we will deal with the matter in accordance with your applicable statutory rights.
Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.
4. Personalisation Errors
Please check names, dates, numbers, spelling, capitalisation and other personalisation details carefully before submitting your order.
If we manufacture the product correctly according to the information you supplied, we will not normally be able to offer a return or refund simply because the information supplied by you was incorrect.
However, if WIKXY makes an engraving, printing, manufacturing or personalisation error that does not match the information provided with your order, please contact us and we will work with you to resolve the issue.
5. Returning Eligible Products
Before returning a product, please contact:
We will provide appropriate return instructions.
Unless the goods are faulty, damaged, incorrect or otherwise non-conforming, you may be responsible for the cost of returning an eligible unwanted product.
Please package returned products securely. We recommend obtaining proof of postage and using an appropriate tracked service where suitable.
Do not send returns to an address without first contacting us for return instructions.
6. Condition of Returned Goods
Where you exercise a cancellation right for an eligible standard product, you may inspect the product as you reasonably would in a physical shop.
You should take reasonable care of the goods while they are in your possession.
Where permitted by law, we may make an appropriate deduction from a refund if the value of returned goods has been reduced as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
7. Refunds
Where a refund is due, it will normally be made using the same payment method used for the original transaction, unless otherwise agreed and permitted.
We will process refunds within the timescales required by applicable UK consumer law.
The time taken for funds to appear in your account after we issue a refund may also depend on your bank, card provider, Stripe, PayPal or other applicable payment service.
8. Delivery Charges
Where applicable law requires the original standard delivery charge to be refunded following cancellation of an eligible order, we will refund the appropriate amount.
Additional delivery costs resulting from a customer choosing a more expensive delivery method than our standard delivery option may not be refundable where permitted by law.
9. Orders Damaged in Transit
If a parcel appears to have been damaged during delivery, please take photographs of:
- The external packaging
- Any internal packaging
- The damaged product
- The shipping label where useful
Contact us as soon as reasonably possible so we can investigate and assist you.
Please retain the packaging until we confirm whether it is required for the investigation.
10. Missing or Incorrect Items
If an item is missing from your order or you receive the wrong product, please contact info@wikxy.co.uk with your order number and details of the issue.
We will investigate and arrange an appropriate resolution.
11. How to Request a Return, Refund or Resolution
To contact us about a return, refund, damaged product or order problem, email:
Please include your order number and enough information for us to identify the order and understand the issue.
We aim to respond as quickly as reasonably possible.
12. Your Statutory Rights
Nothing in this Refund & Returns Policy is intended to exclude, restrict or replace rights available to consumers under applicable UK law.
Your statutory rights may include remedies where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.
13. Contact WIKXY
WIKXY Ltd
Company No. 14988229
Stoke-on-Trent, United Kingdom
Email: info@wikxy.co.uk
Website: wikxy.co.uk