Refund and Returns Policy

Refund, Return, and Cancellation Policy

This policy outlines your rights and responsibilities regarding purchases made from MrAlexSir Makes Stuff.

 

1. Custom and Personalized Items (Non-Returnable)

 

Due to the unique and custom nature of our laser-engraved and 3D-printed products, we cannot accept returns or exchanges for any item that has been personalized with text, names, or specific colour choices, except in the specific circumstances detailed below.

 

2. Conditions for a Full Refund or Replacement

 

We are committed to quality and compliance. We will offer a full refund or a replacement if the item meets one of the following criteria:

 

A. Mistakes Made by MrAlexSir Makes Stuff

 

If the product does not match the specifications outlined in your order, due to an error on our part (e.g., incorrect spelling, wrong colour, or design error that deviates from your order notes), we will correct the mistake.

 

B. Items Broken or Damaged in Transit

 

If your item arrives broken or damaged during shipping, you must contact us within 48 hours of delivery. Please provide clear photographs of the damage to the item and the packaging so we can process a replacement or refund.

 

C. Items Lost in Transit

 

Under the Consumer Rights Act 2015, we are responsible for your order until it is successfully delivered to you. If your order has not arrived, please contact us immediately.

  • When an item is considered Lost: As a Royal Mail Business Account holder, an item is officially deemed “lost” only after 10 working days have passed from the due date of delivery, in line with their compensation policy.

  • Resolution: If your order is confirmed as lost after this period, we will promptly offer you a full refund or a replacement item.

  • Our Claim Process: We manage all compensation claims directly through the Royal Mail Business Account Claims Centre. The customer is not required to take any action regarding this claim. (For detailed information on Royal Mail’s claims process, please refer to their official documentation at: Business Account Claims Centre)

 

3. Client Errors and Order Cancellations

 

 

A. Mistakes Made by the Client (No Refund/Replacement)

 

We cannot offer a refund or replacement if the error was made by the client during the ordering process. You are responsible for proofreading all personalization requests before submission. This includes, but is not limited to:

  • Errors in spelling or capitalization provided in the personalization notes.

  • Selecting the wrong colour, letter, or option during checkout.

  • Providing an incorrect delivery address.

 

B. Order Cancellations (24-Hour Window)

 

You may request to cancel your order for a full refund under the following condition:

  • Cancellation must be requested within 24 hours of placing the order. After 24 hours, personalization and engraving may have already begun, and cancellation may not be possible.

 

4. Return Shipping Costs and Process

 

Return Shipping Costs (For Exceptions Only): If we request you to return an item to us due to a mistake made by MrAlexSir Makes Stuff, we will provide you with a prepaid shipping label or fully reimburse the cost of the return postage. You will never be responsible for shipping costs for returning defective items or items sent to you in error.

 

5. How to Initiate a Claim or Cancellation

 

To request a refund, replacement, or cancellation, please email us immediately at me@mralexsir.co.uk and include:

  • Your Order Number

  • A clear description of the issue or damage

  • Required: Photographs of any damage (for damaged claims)