Refunds & Returns Policy
We want you to feel confident when purchasing from Visual Bloom. This policy explains your rights if you change your mind, receive a faulty or damaged item, or purchase a personalised product. Nothing in this policy affects your statutory rights.
Change of Mind -
Non-Personalised Products
For most non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.
After telling us that you wish to cancel, you then have 14 days to return the item.
Returned items should be:
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Returned with all original contents;
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Appropriately packaged to prevent damage in transit; and
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Handled only as much as reasonably necessary to inspect the product
If an item has been handled beyond what is reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund where permitted by law.
Unless the item is faulty, damaged or incorrect, return postage is the customer's responsibility.
Custom or Personalised Items
Products made to your specifications or clearly personalised for you are not covered by the standard 14-day cancellation right.
This may include products containing:
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Personalised names, photographs or other customer-supplied information;
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Symbol selections chosen specifically for your order;
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Custom wording or layouts; or
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Other alterations made specifically at your request.
Please check all personalisation details carefully before submitting your order.
This does not affect your rights if a personalised or custom product is faulty, damaged not as described, or otherwise does not conform to your legal rights.
Custom or personalised items (including personalised pages or symbol selections) are non-refundable, unless they are faulty or damaged on arrival.
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Faulty or Damaged Items
If your item arrives faulty or damaged, please contact us as soon as possible and provide details of the problem. We may ask for photographs to help us assess the issue.
If an item is faulty, damaged, not as described or otherwise does not meet your legal rights, we will provide the appropriate remedy in accordance with UK consumer law. Depending on the circumstances, this may include a repair, replacement or refund,
Where a return is required because an item is faulty or damaged, VisualBloom will cover reasonable return costs.
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Refunds
Once we receive your returned item, or evidence that it has been sent back where applicable, we will process any refund due in accordance with your statutory rights.
Approved funds will be made to the original payment method.
For eligible cancellations, we will also refund the standard delivery charge paid to receive the order. If you choose a more expensive delivery option than our standard service, the additional delivery cost will not normally be refunded.
We aim to process refunds promptly and, where the statutory cancellation rules apply, within 14 days of receiving the returned goods or evidence that they have been returned, whichever is earlier.
Your bank or payment provider may take additional time to show the refund in your account.
Damage & Misuse
VisualBloom products are designed to be durable when used and handled as intended. However , no product is indestructible.
We cannot provide a refund, replacement or repair for damage caused by misuse, accidental damage, improper storage, or handling that is inconsistent with the product's intended use. This may include damage caused by excessive bending, pulling, chewing, throwing or deliberate damage.
Normal wear and tear from use is not considered a product fault.
This does not affect your statutory rights where a product is faulty not as described or does not meet the standards required by the law.
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Returning an Item
Please contact us before returning an item so we can provide the appropriate return instructions.
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning unwanted items.
Please package returned items securely. We recommend using a delivery service that provides proof of postage, as you are responsible for the item until it is returned to us.
If you return an item without contacting us first, this does not remove any statutory rights you may have, but it may make it more difficult for us to identify and process your return promptly.
To start a return, please contact us at contact@visualbloom.co.uk
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Returns for Collected Orders
Orders collected locally are subject to the same returns policy and statutory rights as applicable to the type of purchase made.
If you need to return a collected order, please contact us first to arrange the return. Please do not attend the collection location without prior agreement, as this is not a public retail premises.
When a return is accepted, we will provide instructions for returning the item.
To start a return, please contact us at contact@visualbloom.co.uk
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Your Statutory Rights
Nothing in this Refunds & Returns policy affects your statutory rights.
Under UK consumer law, goods must be as described, of satisfactory quality and fit for purpose. You may be entitled to a refund, repair or replacement where goods do not meet these requirements.
Your rights may differ depending on the circumstances and when a problem is identified.
For further information about your consumer rights, you can contact Citizens Advice or refer to official UK government consumer guidance.