Refunds & Returns Policy
Last updated:16/11/2025
Distinct-Treasures.co.uk aims to provide high-quality products and excellent service. This policy explains your rights regarding returns, refunds, and exchanges.
1. Personalised & Made-to-Order Items
Many of our products are personalised or hand-made to order.
Because of this:
- Personalised items cannot be returned or refunded, unless they arrive damaged or faulty.
- We cannot refund or replace items with personalisation errors caused by incorrect information supplied by the customer.
- Orders cannot be cancelled or amended once production has started.
Please ensure all personalisation details are entered correctly before completing your order.
2. Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:
- Your order number
- A description of the issue
- Photographs of the damage or fault
We will offer a replacement or refund depending on the situation.
3. Non-Personalised Items
Non-personalised items may be returned within 14 days of delivery, provided they are unused and in their original packaging.
Customers are responsible for return postage costs unless the item is faulty.
4. Incorrect Delivery Details
We cannot refund or replace items lost due to incorrect addresses provided by the customer.
5. Refund Timeframes
Once approved, refunds are issued to your original payment method within 3–7 working days.