Returns & Refunds

Cancellations, Returns and Refunds

Last updated: 10 October 2026

This policy explains how to cancel an order, how to send something back, and what happens when an item arrives faulty or wrong. Read it alongside my Terms and Conditions and my Delivery information. Nothing here reduces the rights the law gives you.

In this policy "I", "me" and "my" mean DENMARIE LIMITED, trading as DENMARY. I am Denis, and I run it.

1. If something is wrong with your order

Your legal rights cover personalised items in full. Under the Consumer Rights Act 2015 everything I supply must be of satisfactory quality, fit for purpose and as described. An item being made to your specification does not remove any of that, and nothing in this policy can take it away.

Email info@denmary.co.uk with your order number and a photograph of the problem. Wrong item, wrong personalisation, a transfer that will not bond, damage in transit: if the fault is mine I replace or refund at my cost. You never pay return postage on a faulty item, or on one I got wrong.

Your statutory rights, in outline. Within 30 days of delivery you can reject faulty goods and ask for a full refund. Up to six months you can ask for a repair or a replacement, and where that fails you can claim a refund or a price reduction; during those six months the law assumes the fault was present at delivery unless I can show otherwise. After six months, and up to six years in England and Wales or five years in Scotland, you can still claim if you can show the fault was there when the goods reached you.

2. Your 14-day right to cancel

UK consumers buying online normally have 14 days from the day the order arrives to cancel it without giving a reason. That right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and it belongs to you wherever you live in the United Kingdom.

The right does not apply to goods made to your specification or clearly personalised. Regulation 28(1)(b) creates that exception, and most of my range sits inside it: iron-on transfers carrying your name, number, text or logo, T-shirts and hoodies with your words, and any item customised to your order. So a personalised item cannot be cancelled under the 14-day right, and it is worth checking the details before you order.

What counts as personalised. An item is personalised when I make it with details you give me: a name, text, a date, a number, a photo or a logo, or a design you build yourself in my Design Your Own tool. A ready-made design with nothing for you to type is not personalised, and picking a size or a colour from the options on the page does not change that.

That exception has no effect on section 1. A personalised item that arrives faulty is still faulty, and every remedy the Consumer Rights Act gives you still stands.

For non-personalised items the right works in the ordinary way. Tell me within 14 days of delivery, send the goods back within 14 days of telling me, and I refund the price plus my standard delivery charge within 14 days of receiving them, or of you sending me proof of postage if that is sooner. You pay the cost of returning them. You may handle the goods as you would in a shop; handle them beyond that and reduce their value, and I may reduce your refund to reflect it.

You do not need a form. An email to info@denmary.co.uk quoting your order number and saying you want to cancel is enough. If you prefer, you can use the model cancellation form in section 13. I will reply with the return address.

3. Cancelling before production

You can cancel any order, personalised or not, at any point before it goes into production. Email info@denmary.co.uk with your order number and I will cancel and refund in full if I can.

Speed works against you here. Many orders enter production within minutes of arriving, personalised ones in particular, because they go straight through to my machines. Once an item is made or dispatched I cannot pull it back, and for a personalised item there is no 14-day right to fall back on.

4. Returning a non-personalised item

Non-personalised items, such as a ready-made design with nothing to type, can come back for a change of mind within 14 days of delivery. This is the right described in section 2, and it works the same way: tell me within 14 days of the day the item arrives, post it back within 14 days of telling me, and include your order number. Return postage is yours to pay.

I refund the price plus my standard delivery charge within 14 days of the item reaching me, or of you sending me proof of postage if that is sooner. If you paid for a faster delivery option, I refund delivery up to the cost of my standard delivery.

After those 14 days I cannot take an item back for a change of mind. Anything faulty or wrong is different: section 1 applies to it, whatever the item and whenever the law allows.

5. Refunds

I refund to your original payment method. Once I have approved a refund I process it within 14 days, and your bank may take a few days more to show it. Where a refund follows a return, the 14 days run from the day the goods reach me, or from the day you give me proof of postage, whichever comes first.

If more than 14 days have passed since I approved your refund and you still cannot see it, email info@denmary.co.uk and I will chase it.

6. If your parcel comes back to me

Parcels come back to me when the address is wrong or incomplete, when nobody claims them, when the recipient refuses them, or when the recipient has moved on. What happens next depends on the item.

• Personalised items. I cannot resell an item carrying your name, number, text or artwork, so I cannot refund it. I will hold it and resend once you have covered postage again.
• Non-personalised items. The goods never reached you, so your 14-day right to cancel in section 2 is still open. Tell me in writing that you want to cancel and I will refund the price plus delivery as section 2 explains, with nothing for you to send back. Or, if you still want the item, I will resend it once you have covered postage again.
• Anything faulty. Section 1 applies as normal, whatever happened to the parcel.

Please check your address at checkout before you pay. Once your order is with the carrier, the address is out of my hands.

7. If your order has not arrived

If you chose Tracked Delivery, Free UK Delivery or Express, start with the tracking link in your dispatch confirmation. It will usually tell you where the parcel is, or that Royal Mail is holding it for collection. Standard Delivery goes Royal Mail 2nd Class, which carries no tracking (hoodies excepted: they always go Tracked 48), so there will be nothing to follow - email me instead and I will open a claim.

Goods stay at my risk until they are delivered into your hands, or into the hands of someone you named. That is section 29 of the Consumer Rights Act 2015. A tracking scan that reads "delivered" is evidence, not proof, and I will not turn you away on the strength of one. Tell me and I will open a claim with the carrier and ask for the delivery record. Where the carrier cannot show the parcel reached you or a place you authorised, I replace or refund. Where you asked for a safe place or a neighbour, delivery there counts as delivery to you.

Royal Mail will not investigate a missing item until a set number of working days have passed, which is why I ask you to allow 14 days from dispatch before I open a claim on standard post. That wait is a carrier rule, not a limit on your rights, and I would rather hear from you early than late.

If you paid for a delivery upgrade and the parcel missed the service you paid for, email me and I will refund the upgrade straight away.

If I have not delivered within 30 days of the contract and no other date was agreed, you can cancel and I will refund you in full.

8. Exchanges

I do not run an exchange process. Return the item under section 2 or section 4, and place a new order for what you want instead. That way the new item ships as soon as you order it rather than waiting on the old one reaching me.

9. Changing your delivery address

Email info@denmary.co.uk as soon as you spot the mistake. I can change the address while the order is still with me and the new address is in the same country as the original. Once a parcel is with the carrier, I cannot redirect it.

10. Orders placed on Etsy, eBay or another marketplace

Cancellations, returns and refunds for marketplace orders go through that marketplace first, because the contract and the payment sit there rather than with denmary.co.uk. Use the messaging and resolution tools on the platform you bought from. Your statutory rights are the same either way.

11. Business customers

Sections 1, 2 and 4 protect consumers rather than businesses, so they do not apply to bulk transfers, team kit, workwear or logo orders bought in the course of a business. Business orders go out on the basis that you have checked the specification and the artwork before ordering. Contact me before a large or repeat order and I will agree terms in writing.

12. Complaints

Email info@denmary.co.uk and give me the chance to put it right; I aim to reply within one working day. I do not belong to an alternative dispute resolution scheme and am not required to. If my answer does not satisfy you, Citizens Advice gives free independent guidance on 0808 223 1133 or at citizensadvice.org.uk, and you keep your right to take a claim to court.

13. Model cancellation form

Use this form only if you want to cancel a non-personalised order under section 2. You do not have to use it: an email saying you want to cancel works just as well. Copy the text into an email, or print it, fill it in and send it to me.

Model cancellation form
(Complete and return this form only if you wish to cancel the contract)

To: DENMARIE LIMITED trading as DENMARY, 21 West View, Wesham, Preston, England, PR4 3DA. Email: info@denmary.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

DENMARIE LIMITED · Company number 09460631 · 21 West View, Wesham, Preston, England, PR4 3DA · info@denmary.co.uk