Returns & Refunds Policy

Returns & Refunds Policy

1. Overview

At SecureID Print Ltd, we take pride in the quality of our products and customer service.
This Returns & Refunds Policy explains when you may be entitled to a return or refund and how to request one.

This policy should be read alongside our Terms & Conditions.

2. Personalised & Custom Products

Most of our products are personalised or custom-made to your specifications.

Under the Consumer Contracts Regulations, personalised goods are non-returnable and non-refundable once production has begun, unless the item is faulty or incorrect.

This includes, but is not limited to:

  • Custom printed ID cards

  • Personalised hearing loss or access cards

  • Cards printed with uploaded photos, names, or custom text

Please ensure all details provided during ordering are accurate before confirming your purchase.

3. Proof Approval

Where a digital proof is provided, it is the customer’s responsibility to review and approve it carefully.

Once a proof has been approved:

  • The order enters production

  • Changes cannot be made

  • Refunds cannot be issued for errors approved in the proof

4. Faulty or Incorrect Items

If you receive an item that is:

  • Faulty

  • Damaged

  • Incorrect due to an error on our part

Please contact us within 7 days of delivery.

To help us resolve the issue quickly, we may request:

  • Your order number

  • A description of the issue

  • Photographic evidence of the fault or error

If the issue is confirmed to be our responsibility, we will offer one of the following:

  • A replacement item, or

  • A full or partial refund, where appropriate

5. Non-Personalised Products

For non-personalised items (such as accessories), you may request a return within 14 days of delivery, provided that:

  • The item is unused

  • It is returned in its original condition and packaging

Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

Refunds will be processed once the returned item has been received and inspected.

6. Cancellations

Orders for non-personalised items may be cancelled before dispatch.

Orders for personalised products cannot be cancelled once production has started, including after proof approval.

7. Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Please allow:

  • Up to 5–7 working days for the refund to be processed

  • Additional time for your bank or card provider to reflect the funds

8. Shipping Costs

Original shipping charges are non-refundable, except where an item is faulty or incorrect.

9. Contact Us

If you have any questions about returns or refunds, please contact us:

SecureID Print Ltd
Email: info@secureidprint.co.uk
Website: https://www.secureidprint.co.uk

Last updated: December 2025