Return, Refund & Exchange Policy
At The Branding Lab, we take pride in creating personalised and customised products made to your specifications. As each order is prepared specifically for you, we ask that you carefully review and confirm all personalisation and customisation details before placing your order.
1. Returns and Refunds
Due to the personalised and customised nature of our products, The Branding Lab does not offer refunds or accept returns on personalised or customised products where the product has been made according to the details supplied and approved by the customer.
This includes, but is not limited to, products featuring custom names, text, logos, images, designs or other personalised details.
Please ensure that all information supplied, including spelling, names, dates, logos, images and design specifications, is correct before confirming your order.
2. Exchanges for Personalisation or Customisation Errors
We understand the importance of ensuring that your personalised or customised product meets the agreed specifications.
The Branding Lab will offer an exchange if the personalisation or customisation on the product differs from the details supplied by the customer due to an error made by The Branding Lab.
Examples of qualifying errors include:
- Misspelled names, words or text where the correct spelling was supplied.
- An incorrect logo used where the correct logo was provided.
- An incorrect image used where the correct image was supplied.
- Other personalisation or customisation that does not match the specifications or artwork supplied and agreed upon for the order.
Where an error of this nature has occurred, please contact us so that we can assess the issue and arrange an appropriate exchange.
3. Errors in Customer-Supplied Information
The Branding Lab is not responsible for errors in spelling, wording, logos, images or other details that were incorrectly supplied or approved by the customer.
Please carefully check all order details and any proofs or mock-ups provided before approving your order for production.
4. How to Request an Exchange
If you believe your product contains a personalisation or customisation error made by The Branding Lab, please contact us with:
- Your order number.
- A clear description of the issue.
- Photographs showing the error, where applicable.
Our team will review your request and advise you on the next steps. Please do not dispose of or alter the product before contacting us.
5. Important Notice
This policy applies to personalised and customised products and is intended to ensure that any exchange is limited to cases where The Branding Lab has not correctly reproduced the personalisation or customisation supplied for the order.
6. Contact Us
For any questions regarding this policy or to request an exchange, please contact The Branding Lab through our official customer service channels.
Thank you for choosing The Branding Lab. We appreciate your support and look forward to creating something special for you.