Refund & Returns Policy

1. Custom-Made Products

All our products are custom-made to your specifications. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel within 14 days does not apply to goods that are made to the consumer’s specifications or clearly personalised.

This means we cannot accept returns or offer refunds for change-of-mind purchases once production has begun.

2. When We Accept Returns

Despite our products being custom-made, we stand behind the quality of our work. We will accept returns and offer a replacement or refund if:

• Faulty or damaged: The product arrives damaged or is defective due to a manufacturing error
• Does not match proof: The delivered product materially differs from the design proof you approved
• Incorrect items: You received the wrong product or quantity

Minor variations in colour between screen and print are inherent to the printing process and do not constitute a defect. This is stated in our Terms and Conditions.

3. How to Report an Issue

Please inspect your order upon delivery and report any issues within 14 days of receiving your goods. To report a problem:

• Email us at hello@custom-rolling-papers.co.uk with your order details
• Include clear photographs showing the defect, damage, or discrepancy
• Describe the issue and how it differs from what was agreed

We will review your claim within 3 working days and respond with a resolution.

4. Refund Process

If your return is accepted, we will offer one of the following at our discretion:

• Replacement: We will reproduce your order at no additional cost and ship it to you free of charge
• Full refund: We will refund the full amount paid, including any shipping costs, to your original payment method
• Partial refund: In cases where only part of your order is affected, we may offer a partial refund proportional to the issue

Refunds will be processed within 14 days of our acceptance of the return. Depending on your payment provider, it may take an additional 3–5 working days for the refund to appear in your account.

5. Returning Goods

In some cases, we may ask you to return the defective goods before issuing a replacement or refund. If a return is required:

• We will provide you with a return address and instructions
• We will reimburse reasonable return shipping costs for defective or incorrect items
• Please pack items securely to prevent further damage during transit

6. Cancellations Before Production

If you wish to cancel your order before production has started, please contact us as soon as possible. We will issue a full refund provided that no materials have been prepared and production has not commenced. Once production has begun, cancellation is no longer possible.

7. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. You are entitled to goods that are of satisfactory quality, fit for purpose, and as described. If your goods do not meet these standards, you may be entitled to a repair, replacement, or refund under the Act.

For more information about your consumer rights, visit the Citizens Advice website.

8. Contact Us

For questions about refunds or returns, please contact us: