Returns & Refunds

This page explains our returns and refunds policy, including important information about personalised and made-to-order products supplied by SecureID Print Ltd.

Last updated: 27 December 2025

Website: secureidprint.co.uk

Important: Many of our products are personalised and made to order. Please read the section on personalised goods carefully before placing an order.

1) Your consumer rights

Nothing in this policy affects your statutory rights under UK consumer law. If goods are faulty, damaged, or not as described, you are entitled to a remedy in line with the Consumer Rights Act 2015.

2) Non-personalised items

If you purchase non-personalised items (such as certain accessories), you may have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts Regulations.

You must notify us of your wish to return the item within 14 days of delivery.
The item must be unused and returned in its original condition where possible.
You are responsible for return postage costs unless the item is faulty.
Refunds will be issued using the original payment method once the return is received and checked.

3) Personalised & made-to-order items

Personalised products: Items made to your specifications (including custom printed ID cards, name badges, personalised awareness cards, access cards, and similar products) are generally non-returnable and non-refundable if you change your mind.

This is because personalised items are created specifically for you and cannot be resold. This does not affect your rights if the item is faulty or not as described.

4) Proof approvals & customer-supplied content

Where digital proofs are provided for approval:

You are responsible for checking all details carefully before approving.
Errors approved in proofs (such as spelling mistakes, incorrect names, dates, job titles, or photos supplied by you) are not considered faults.
We may offer a paid reprint where possible, but refunds are not normally provided for approved errors.

5) Faulty, damaged or incorrect items

If your order arrives faulty, damaged, or incorrect due to our error:

Please contact us as soon as possible with your order number.
Clear photographs may be requested to help us investigate.
Depending on the issue, we may offer a replacement, reprint, or refund in line with your statutory rights.

6) Refunds

Where a refund is agreed:

Refunds are issued to the original payment method used at checkout.
Refunds are processed within a reasonable timeframe after approval.
Delivery charges may not be refundable unless required by law.

7) Chargebacks & disputes

If you have a problem with your order, please contact us first so we can try to resolve the issue quickly and fairly.

Raising a chargeback without contacting us may delay resolution and does not override this policy or your statutory rights.

8) How to contact us

To request a return, report an issue, or ask about a refund, please contact us via our Contact Us page and include your order number.