Refund policy
RETURNS, CANCELLATIONS & REFUNDS POLICY
At Scottsy, we want you to feel confident when placing your order. Please read the following carefully, especially regarding personalised items.
Personalised & Custom-Made Items
All personalised and custom-made products are created specifically to your individual order.
For this reason, personalised items are non-refundable and non-returnable, unless they arrive faulty or damaged.
This includes any product where text, photos, dates, names or design choices have been customised.
If your personalised item arrives damaged or incorrect, please contact us within 7 days of delivery and we will resolve the issue promptly.
Non-Personalised Items – 14 Day Returns
For non-personalised items only, you have 14 days from the date of delivery to request a return.
To be eligible:
• The item must be unused and in original condition
• All original packaging must be included
• Proof of purchase is required
To initiate a return, contact: support@scottsy.com
Returns must be authorised in advance. Unapproved returns will not be processed.
Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrect.
Order Changes & Cancellations
Our production process begins immediately after an order is placed.
Due to our automated design and production system, we cannot accept changes or cancellations once an order has been submitted.
Please double-check all details before completing checkout.
Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item is faulty, damaged, or incorrect, you must notify us within 7 days of delivery.
We will assess the issue and arrange a replacement or refund where appropriate.
Digital Downloads
All digital products are strictly non-refundable and non-exchangeable.
By purchasing a digital product, you acknowledge that:
• A live preview is available prior to purchase
• Digital content cannot be “returned” once delivered
• Immediate-access digital goods are exempt from standard cancellation rights under UK and EU consumer law
If you experience technical issues accessing your file, please contact us and we will assist you.
Sale Items & Gift Cards
Sale items and gift cards are non-refundable and cannot be returned.
European Union Cooling-Off Period
EU customers normally have a 14-day cancellation right.
However, this does not apply to personalised or custom-made items, in accordance with consumer protection regulations.
Refund Processing
If a return is approved (where applicable), refunds will be issued to the original payment method within 5 business days of inspection.
Shipping costs are non-refundable.
If more than 10 business days have passed since approval of your refund, please contact support@scottsy.com.
We’re always happy to help with any questions before you place your order. Thank you for choosing Scottsy.