Returns & Refund Policy - SecureID Print Ltd

Returns & Refunds Policy

Last updated: December 2025

Because SecureID Print Ltd produces personalised and custom-printed products, returns and refunds are handled differently depending on the nature of the item. This policy explains your rights and our procedures regarding cancellations, replacements, printing errors and order issues.

1. Personalised & Printed-to-Order Items

Most products we supply are custom-made and printed specifically for each customer. This includes ID cards, staff passes, badges, custom artwork products and personalised designs.

Under UK consumer regulations, customised products are exempt from automatic returns once printing has begun.

  • Once artwork has been printed, the product cannot be cancelled, refunded or returned unless defective.
  • We cannot accept returns for personalised items due to spelling errors or incorrect information provided by you.
  • Please ensure all text, names, photos and layout details are correct before confirming your order.

2. Proofs & Approval

  • If a proof or sample preview is supplied, you must check and confirm it carefully.
  • Approval confirms that spelling, names, layout and artwork are correct.
  • After approval, we cannot be held responsible for errors that were visible during proof review.

If no proof is requested or required, we will print using the exact data and images provided.

3. Non-Personalised Items

For non-custom items (e.g. blank lanyards, accessories or stock items), you may request a return within 14 days of receipt if the product is unused and in resalable condition.

  • Return postage may be payable by the customer unless faulty.
  • A refund will be issued once goods have been received and inspected.

4. Faulty, Damaged or Incorrect Items

If your item arrives damaged, defective or significantly different from what was ordered, we will work with you to put things right fairly and quickly.

You must notify us within 7 days of delivery and provide clear evidence such as photographs or return of the product where required.

Where a claim is approved, resolutions may include:

  • A free reprint/replacement
  • A partial refund
  • A full refund if appropriate

We reserve the right to inspect or review evidence before issuing a replacement or refund.

5. When Refunds Cannot Be Issued

A refund cannot normally be issued if:

  • The item is personalised and already printed
  • Incorrect text, spelling or photos were supplied by the customer
  • Design approval was given and mistakes were visible at proof stage
  • You changed your mind after production began
  • Delivery delays caused by Royal Mail or third-party carriers

6. Refund Processing Time

If a refund is agreed, it will be issued to the original payment method. Please allow 3–7 working days for funds to clear depending on your bank or payment provider.

7. Contact Us Regarding a Return

If you feel there is an issue with your order or wish to discuss a return, please contact us:

Email: info@secureidprint.co.uk

Please include your order number, photographs (if damaged) and a brief description of the issue so we can assist you quickly.

Summary

Personalised items are non-refundable once printed, unless faulty or significantly incorrect. We aim to resolve any issues fairly, and we encourage customers to carefully check all details before approval or submission.