At SecureID Print Ltd, we want you to be completely satisfied with your purchase. We take pride in the quality of our products and the accuracy of our printing. Please review our Refund & Returns Policy below to understand your rights and our procedures.
1. Overview
This policy applies to all orders placed on secureidprint.co.uk. It explains when and how refunds or replacements can be issued in accordance with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
2. Personalised & Custom Products
Many of our products — such as ID cards, hearing loss cards, or photo baubles — are custom-printed to your specifications. Under UK law, personalised goods cannot usually be returned unless:
- The item arrives damaged, defective, or incorrect due to our error.
- The product differs significantly from your approved design or description.
If you believe a mistake has been made, please contact us within 14 days of delivery with clear photos and your order number. We will review your case and, where appropriate, offer a replacement or refund.
3. Non-Personalised Products
Non-personalised items such as lanyards, card holders, or badge reels can be returned within 14 calendar days from receipt of goods for a refund or exchange, provided that:
- The item is unused and in its original packaging.
- A valid proof of purchase (order confirmation or invoice) is provided.
Refunds for returned items exclude original shipping charges unless the item was faulty or sent in error.
4. How to Request a Return
- Email support@secureidprint.co.uk within 14 days of receiving your order.
- Include your order reference, a brief description of the issue, and clear images (if applicable).
- We’ll reply within 1–2 working days with return instructions or replacement confirmation.
Please do not return items without authorisation, as this may delay processing.
5. Refunds for Faulty or Damaged Goods
If your order is damaged during shipping or has a printing defect, we will offer a full refund or replacement at no additional cost. We may ask you to provide photographs of the damage for quality assurance.
Refunds are issued to the original payment method (Stripe or PayPal) within 7 working days after your return is approved.
6. Order Cancellations
Orders for non-personalised goods may be cancelled before dispatch for a full refund. However, custom or personalised orders cannot be cancelled once production has started or artwork has been approved.
7. Exchanges
We are happy to replace items that are defective, damaged, or incorrect. If you need an exchange, email support@secureidprint.co.uk and we’ll assist promptly.
8. Shipping Costs
You are responsible for return shipping costs unless the return is due to our error or the item was defective. We recommend using a tracked postal service, as we cannot be responsible for lost return parcels.
9. Incorrect Delivery Address
Please ensure your address is entered correctly at checkout. We cannot refund or replace items shipped to incorrect or incomplete addresses provided by the customer.
10. Refund Exceptions
- Customised or personalised products once printing has begun.
- Digital downloads or design proofs.
- Items returned after the 14-day window without prior communication.
- Products damaged due to misuse or handling errors after delivery.
11. Late or Missing Refunds
If you haven’t received a refund after 10 working days, please:
- Check your bank account or PayPal balance again.
- Contact your bank or card provider — some institutions take longer to post refunds.
- If you’ve done all this and still haven’t received your refund, contact us at accounts@secureidprint.co.uk.
12. International Orders
For overseas customers, delivery times and return shipping may vary. Customs fees or import duties are the buyer’s responsibility and are non-refundable.
13. Legal Rights
Nothing in this policy affects your statutory rights under UK consumer law. You are entitled to products that are as described, of satisfactory quality, and fit for purpose.
14. Contact Information
For return or refund enquiries, please contact:
SecureID Print Ltd
Office 2016, 321–323 High Road, Chadwell Heath, RM6 6AX
Email: support@secureidprint.co.uk
Tel: 020 xxxx xxxx
© 2025 SecureID Print Ltd – All rights reserved.