Refund policy

 Cancellation

Under the Consumer Contracts Regulations 2013* you have the right to cancel your order within 14 days following receipt of your Goods. Please be aware that your right to cancel does not apply to certain products that we sell, for example, personalised and/or customised products. In the unlikely event that you change your mind or if a mistake has been realised on the customised order and would like to cancel or make a change, please email us within one hour of ordering, otherwise your order may have already been processed and a refund cannot be given. You must inform us of your wish to cancel in writing within 7 working days following the date of receipt and must take reasonable care of the products and not use them. You can inform us by contacting us by email at info@mypersonalisedsuitcase.co.uk. You should return products to us at your own cost, in their original packaging, within 7 working days after informing us of your wish to cancel. If you return products to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.

Returns

In addition to your rights described under the Consumer Contracts Regulations above, in the unlikely event you are not entirely satisfied with your purchase, you can simply return it to us in its original, saleable condition with a returns note stating the reason for return.
Please allow 14 working days from our receipt of your returns for us to process a refund. The time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If there is a problem with issuing a refund to your card, our customer service team will contact you.
Subject to your rights under the Consumer Contracts Regulations, your initial delivery charge will only be refunded, if the item/s were faulty or the wrong item/s were sent. In all other cases (except those under the Distance Selling Regulations) you will be refunded the full value of the item/s returned less the delivery charge. If a discount was applied to your original order, the amount refunded will be adjusted accordingly.
We strongly recommend that you send the parcel by recorded delivery mail at your own cost and keep a copy of the recorded delivery number just in case your parcel goes missing. My Personalised Suitcase is not responsible for items lost by recorded delivery mail in the returns process. The cost of returning the item will be at your own expense. Please see Exceptions for items which cannot be returned.

Exceptions to the Returns Policy

Subject to your rights under the Consumer Contracts Regulations 2013, the following items are not included in our standard returns policy. We cannot accept any returns of items that have been used, personalised and/or customised items.

Suitcase Warranty

My Personalised Suitcases are thoroughly tested to ensure that all our suitcases meet the highest standards. However, if a problem occurs with a My Personalised Suitcase and the problem is caused by manufacturing defects in material and workmanship, My Personalised Suitcase will, in its discretion, either fix or replace the suitcase in accordance with the warranty terms and conditions stated herein. The duration of the warranty is 2 years and applies only to the first purchaser or gift recipient of the suitcase.

This warranty covers only manufacturing defects and does not cover any damage caused by misuse or accidental (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines or taxi’s for example). If an airline causes damage whether it is apparent straight away or by weakening the parts, it is up to you to file a claim with the airline responsible of which we strongly suggest taking photographic evidence and dealing directly with the airline or airport as soon as possible and where possible at the time of noticing damage.

If a problem occurs and is caused by manufacturing defects in material and workmanship, My Personalised Suitcase will arrange and pay for the collection of the suitcase if they are informed of this problem within 7 days of delivery. You are, however, responsible for all costs of getting the suitcase back to My Personalised Suitcase after these 7 days have expired. Once My Personalised Suitcase has received the suitcase, if the warranty applies, you will be notified as to whether the suitcase will be repaired or replaced. Any such repair or replacement will be at the expense of My Personalised Suitcase, including any costs required to return the repaired or replacement product to you.

*The Consumer Contracts Regulations

From 13 June 2014 the Consumer Contracts Regulations - which implement the European Consumer Rights Directive into UK law - apply to all purchases you make at a distance.

The Distance Selling Regulations have now been replaces by this piece of legislation.