Refund policy

Returns & Refunds Policy

The Present Problem

We want you to love your purchase. If something isn’t quite right, we’re here to help.

Standard Products

For standard, non-personalised items, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

Once you’ve notified us that you wish to cancel, you have a further 14 days to send the item back.

Please return items carefully packaged, with all supplied accessories and components.

You may inspect an item as you would in a shop. A deduction from your refund may apply if excessive handling has reduced its value.

Personalised & Custom Orders

Products genuinely personalised to your specifications, such as gifts featuring your chosen name, custom wording or a bespoke design, are generally excluded from change-of-mind cancellation rights.

This does not automatically apply to our standard designs simply because they’re made after an order is placed.

Your statutory rights still apply if a personalised product is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Include your order number, a description of the problem and photographs where helpful.

We will arrange an appropriate remedy in accordance with your statutory rights. Where a return is required because an item is faulty or incorrect, we will cover reasonable return postage.

Return Postage

For change-of-mind returns, customers are responsible for the direct cost of return postage.

We recommend using a tracked delivery service and keeping proof of postage.

Refunds

Where you exercise your statutory right to cancel, we will refund the product price and the original standard delivery charge, where applicable.

We will issue the refund within 14 days of receiving the returned goods or receiving evidence that you’ve sent them back, whichever is earlier.

Refunds will be made to your original payment method.

How to Request a Return

Please contact us using the details below before returning an item, so we can provide return instructions.

Email: kimsmithson24@gmail.com

Return address: 66 brecksfield, Skelton, Yo301yf

To cancel a standard order, you can email us stating that you wish to cancel, along with your name, order number and the item purchased.

You can also use this cancellation form:

• To: The Present Problem — kimsmithson24@gmail.com
• I hereby give notice that I cancel my contract for the following goods:
• Ordered on / received on:
• Customer name:
• Customer address:
• Date:

This policy does not affect your statutory consumer rights.