All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).

These regulations outline the various rights consumers have when it comes to cancelling or claiming a refund for orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create fall under those items that you are unable to return once received, unless there is a defect with the product.

The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel or refund include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or personalised items. All of our products are printed on demand – these products are tailor made, custom-made and bespoke to the end-consumer’s individual specifications and no order would exist unless a personalised commission was provided.

This means you may cancel your order at any stage and receive a refund, provided we have not initiated production for your order or dispatched the relevant products to you or your customer. To do this you must notify us in writing at the address above or by sending an email to support@shop.rainbowhub.org

Where an item is faulty or defective, we will replace the item. In some circumstance, you may be entitled to choose to receive a refund, or we may offer a refund, at our discretion, for a faulty or defective item. Items which are faulty or defective should be reported to us as soon as the defect or fault is identified. You can report faulty or defective items by sending an email to support@shop.rainbowhub.org. We may ask for the faulty or defective item to be sent back to us (or, in some cases, be available for collection by us) so that it can be inspected before a replacement or refund is issued.