Refund policy
Last Updated: June 2026
Overview
At The Care Home Designer Ltd, many of our products are custom-made, personalised or manufactured to customer specifications.
Because of the bespoke nature of our products, different return and cancellation rights apply compared to standard retail goods.
Please read this policy carefully before placing an order.
Bespoke & Personalised Products
The majority of our products are made to order and manufactured specifically for individual customers.
This includes, but is not limited to:
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Custom signage
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Personalised signs
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Bespoke printed products
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Custom-designed graphics
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Products manufactured to customer specifications
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Products incorporating customer branding, logos, artwork or wording
Under the Consumer Contracts Regulations 2013, bespoke and personalised products are generally exempt from standard cancellation and return rights.
Once artwork, wording, dimensions, specifications or proofs have been approved and production has commenced, orders cannot normally be cancelled, returned or refunded.
Customers are responsible for carefully checking all:
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Artwork
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Spelling
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Dimensions
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Colours
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Layouts
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Specifications
before approving production.
Approval confirms acceptance of the final design and specification.
Changes to Orders
We will do our best to accommodate requested changes before production begins.
Once production has started, changes may not be possible and additional charges may apply.
Please contact us as soon as possible if you need to amend an order.
Faulty, Damaged or Incorrect Products
If your order arrives:
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Damaged
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Faulty
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Defective
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Incorrectly manufactured
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Not in accordance with the approved specification
please contact us within 7 days of delivery.
When reporting an issue, please provide:
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Your order number
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A description of the problem
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Clear photographs showing the issue
Where a product is confirmed to be faulty, damaged or not as described, we will provide an appropriate remedy in accordance with your statutory rights, which may include:
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Repair
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Replacement
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Full refund
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Partial refund
The remedy offered will depend on the nature of the issue and the circumstances of the order.
Standard Non-Personalised Products
Where we sell standard, non-personalised products that have not been custom manufactured, returns may be accepted within 30 days of delivery.
To qualify for a return:
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The item must be unused.
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The item must be in its original condition.
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The item should be returned in its original packaging where possible.
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Proof of purchase must be provided.
We reserve the right to refuse returns that do not meet these requirements.
Refund Process
Once returned goods have been received and inspected, we will notify you of the outcome of your refund request.
If approved, refunds will be issued to the original payment method used when placing the order.
Refunds are normally processed within 7 business days of approval.
Please note that banks and card providers may require additional time before the refund appears in your account.
Late or Missing Refunds
If you have not received an approved refund:
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Check your bank account again.
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Contact your card provider.
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Contact your bank.
If you have completed these steps and still have not received your refund, please contact us:
Email: sales@thecarehomedesigner.com
Return Shipping
Unless a product is faulty, damaged or incorrectly supplied, customers are responsible for return shipping costs.
Shipping charges are non-refundable unless the return relates to:
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A faulty product
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A damaged product
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An incorrectly supplied product
We strongly recommend using a tracked delivery service when returning items.
We cannot accept responsibility for items lost in transit during return shipping.
Cancellations
Standard Products
Where applicable, consumers may have cancellation rights under the Consumer Contracts Regulations 2013.
Bespoke Products
Orders for personalised, custom-made or bespoke products cannot normally be cancelled once production has commenced.
This is because these products are manufactured specifically for the customer and cannot be resold.
Consumer Rights
Nothing in this policy affects your statutory rights under:
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The Consumer Rights Act 2015
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The Consumer Contracts Regulations 2013
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Any other applicable UK consumer protection legislation
Contact Information
For all refund, return or replacement enquiries, please contact:
The Care Home Designer Ltd
44 Lingfield Approach
Leeds
LS17 7HJ
Email: sales@thecarehomedesigner.com
We aim to respond to all enquiries as quickly as possible.