Returns, Refunds and Cancellations

We want you to be happy with your order. Every product we make is handcrafted to your exact specification at our Park Royal, London factory — from the first print to the final stitch. Because of that, our return policy works a little differently from a standard retail store. Please read this page carefully so you know exactly where you stand before, during, and after your order.

This policy applies to orders placed on all Contrado Imaging Ltd websites. It sets out our commercial return, cancellation, refund, and replacement terms for customers in Canada. Nothing in this policy limits any rights you may have under applicable consumer protection laws in your province or territory.

1. Cancellations

1.1 The 40-Minute Cancellation Window

We begin producing your order almost immediately after it is placed. You have a 40-minute window from the moment your order is confirmed to cancel and receive a full refund.

• To cancel within this window, contact us immediately via the methods listed in Section 10.
• If your cancellation request is received within 40 minutes and production has not yet started, we will cancel the order and issue a full refund within 14 calendar days to your original payment method.

1.2 Cancellations After 40 Minutes

Once 40 minutes have elapsed, your order will have entered — or be imminently entering — our production queue. At this point, materials will have been committed: ink, transfer paper, substrate, fabric, and labour time are all allocated to your specific job.

• Cancellations requested after the 40-minute window are subject to a mandatory 20% production charge on the order value to cover committed materials and labour.
• Where production is already substantially complete, a higher deduction reflecting actual costs incurred may apply. We will always explain how any deduction is calculated before processing.
• We will confirm the applicable charge in writing before processing your cancellation, and any refund due will be issued within 14 calendar days of confirmation.

1.3 “Check Design” Confirmation

Where your order flow includes a “Check Design” step or equivalent design-approval prompt, clicking to confirm and proceed constitutes your authorisation to begin production. We treat this as your explicit instruction to manufacture. Please review your artwork carefully before confirming.

1.4 Personalised Products

Because every Contrado product is custom-made to your uploaded design, dimensions, and specification, personalised orders cannot normally be cancelled or returned once production has started, except where required by applicable law or where we make an error.

2. Personalised & Custom-Made Products

2.1 Our Quality Commitment

Every product is handmade in-house at our London factory. Our production team and quality-control processes are designed to catch issues before shipping. However, as with all handmade goods, occasional human error can occur. Where a product we have manufactured does not meet the standard you are entitled to expect, we will remedy the situation.

2.2 Faulty or Defective Personalised Products

If your personalised product arrives faulty or defective due to a manufacturing error on our part, you may contact us for one of the following remedies, subject to review of the issue:

• Replacement or repair: We may offer a remake, repair, or replacement product.
• Refund: If a repair or replacement is not appropriate or cannot be provided within a reasonable time, we may offer a refund.

To help us investigate quickly, please contact us within 14 days of receiving your order.

2.3 How to Report a Fault — Step by Step

1. Do not return the product without contacting us first. Unauthorised returns may not be accepted and could delay resolution.
2. Contact our Customer Service team using the details in Section 10, quoting your order number.
3. Send clear photographic or video evidence of the fault, including:
   • A full image of the product
   • A close-up of the specific fault or defect
   • The product label or packaging if relevant
4. We aim to respond within 12 business hours of receiving your evidence.
5. We will confirm whether the issue appears to be a manufacturing fault and propose a remedy: remake, repair, or refund.
6. If a physical return is required, we will provide a return authorisation number and return instructions. Do not return without this authorisation.

2.4 Returning a Faulty Personalised Product

Where a physical return is authorised by our team:

• Use a tracked shipping service. We cannot accept liability for items lost or damaged in return transit if an untracked service is used.
• The product must be returned in its original or unused condition, securely packaged.
• You are responsible for the cost of return shipping. Where the fault is confirmed as our manufacturing error, we will reimburse reasonable return shipping costs upon receipt and inspection of the item.
• We will process any refund or issue a remake within 14 calendar days of receiving the returned goods.

2.5 Non-Faulty Personalised Products — No Returns

We are unable to accept returns or offer refunds for personalised products that have been manufactured correctly to your specification, unless required by applicable law. This is because:

• The product has been made uniquely for you and cannot be resold.
• It has been produced based on your chosen design, size, and specifications.

This includes, but is not limited to: change of mind, ordering the wrong size, uploading incorrect artwork, or dissatisfaction with a design you approved. We strongly encourage you to use our design preview tools and check your artwork carefully before placing your order. If you have any doubts, contact us before ordering — we’re happy to help.

3. Non-Personalised Products

3.1 Statutory Right to Cancel

For any non-personalised products (standard, off-the-shelf items not made to your specification), you may have cancellation or return rights under applicable consumer protection laws, depending on your province or territory.

3.2 How to Cancel a Non-Personalised Order

1. Notify us of your intention to cancel within the applicable time window using the contact details in Section 10.
2. Return the item to us unused, in its original condition and packaging, within 14 days of notifying us of your cancellation, unless we advise otherwise.
3. You are responsible for the cost of return shipping, unless the item is faulty or we made an error.
4. We will issue a refund within 14 calendar days of receiving the returned goods or once the return has been reviewed, as applicable.

3.3 Manufacturing Faults — Non-Personalised Products

If a non-personalised product arrives with a manufacturing fault, you are entitled to a free repair or replacement, or another appropriate remedy where required by applicable law. Manufacturing faults include, but are not limited to:

• Scratches, marks, or blemishes present at the time of delivery
• Stitching issues (loose threads, missed stitches, incorrect seaming)
• Hemming defects
• Structural or material defects not caused by use

4. Damaged in Transit

We take great care in packaging your order to protect it during shipping. If your order arrives visibly damaged:

1. Do not accept delivery if the outer packaging is severely damaged — ask the courier to return the item and contact us immediately.
2. If damage is only discovered on opening, photograph the outer packaging and the damaged item before moving or using it.
3. Contact us within 48 hours of delivery using the details in Section 10, quoting your order number and attaching photos of the damaged item and outer packaging.
4. We will review the evidence and, where transit damage is confirmed, arrange a free remake or full refund. We will respond within 12 business hours.
5. Please retain all original packaging until the claim is resolved.

5. Lost in Transit

If your order has not arrived within the expected delivery timeframe:

1. Allow 3 business days beyond the estimated delivery date before raising a concern.
2. Contact us quoting your order number. We will investigate with the carrier on your behalf.
3. Carrier investigation and claims timelines vary by shipping service and destination.
4. Once a package is confirmed lost, we will offer you a choice of:
   • A free remake and reshipment of your order, or
   • A full refund issued within 14 calendar days.
5. We cannot accept responsibility for orders lost due to an incorrect address provided by the customer.

6. Refunds — Timescales & Method

6.1 Refund Timescales

• Cancellation within 40 minutes: Refund initiated within 24 hours, credited to your account within 5–10 business days depending on your bank.
• Cancellation after 40 minutes (20% charge): Refund of remaining amount within 14 calendar days.
• Manufacturing fault: Refund or remake within 14 calendar days of our confirmation or receipt of returned goods.
• Transit damage / lost in transit: Refund or remake within 14 calendar days of confirmation.
• Non-personalised returns: Refund within 14 calendar days of receiving the returned goods.

6.2 Refund Method

All refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or payment method. If the original payment method is no longer active (for example, an expired card), we will work with you to find an alternative solution where possible.

6.3 Partial Refunds

In certain circumstances, a partial refund may be appropriate — for example:

• Where a product has a minor fault that does not warrant a full remake (a price reduction may be offered instead)
• Where a cancellation after 40 minutes incurs the 20% production charge
• Where a non-personalised item is returned in a condition that reduces its value

We will always explain the reason for any partial refund before processing it.

7. Business & Wholesale Orders

Orders placed through business or wholesale accounts are classified as business-to-business (B2B) contracts. Different rules may apply than those for consumer orders.

Business customers:

• May not have the same cancellation rights as consumers.
• Cannot claim a remedy for fair wear and tear, misuse, accidental damage, or change of mind unless agreed in writing or required by law.
• Are entitled to remedies for manufacturing faults under the terms of the relevant contract and any applicable law.

We remain committed to resolving genuine quality issues for all customers, including business account holders. Please contact us with any concerns.

8. Colour & Size Accuracy

Due to the nature of custom printing:

• Colours: Minor colour variation between what you see on screen and the finished product is inherent to the printing process. Monitor calibration, ambient lighting, and the material being printed on all affect colour perception. We do not accept returns based solely on minor colour variation.
• Sizes: All products are manufactured to the stated dimensions. Due to the handmade nature of our products, marginal size differences (typically ±1–3%) may occur. This is within normal tolerance for custom manufacturing.

If you require an exact colour match, we recommend ordering a swatch or sample first.

9. Complaint Escalation

If you are not satisfied with our resolution of a returns, refund, or quality issue:

1. Step 1: Contact our Customer Service team and ask for your case to be escalated to a senior team member.
2. Step 2: If unresolved, you may write to our Management team at: Contrado Imaging Ltd, Unit 6, Space Business Park, Abbey Road, Park Royal, London, NW10 7SU.
3. Step 3: If you remain unsatisfied, you may be entitled to seek advice from a local consumer protection authority, provincial regulator, or other dispute resolution body depending on your location.

Your rights under applicable Canadian consumer protection laws are not affected by this policy.

10. Contact Us

For all returns, refunds, cancellations, and quality queries:

Email: info@contrado.co.uk (UK) / info@contrado.com (International)
Live Chat: Available on all our sites during business hours
Contact Form: contrado.co.uk/contact

Please have your order number ready when you contact us. 

V.100000003 23/Jun/2026