Cumbrian Carnivore – Returns & Refunds Policy

1. Overview

At Cumbrian Carnivore, each mug, T‑shirt, and other merchandise is hand‑made and customised to your selections. Under UK consumer rights, these bespoke items aren’t covered by the standard 14‑day “cooling‑off” period, nor can they be returned simply because someone changes their mind.

2. What You Can’t Return

• Made-to-order items such as personalised mugs, printed T‑shirts, and bespoke merchandise (e.g. items with names, unique graphics or custom sizing).

• The non-refundable, no-cancellation nature applies once production begins.

3. What You Can Return

Refunds or exchanges are offered only if:

1. The item is defective, damaged in transit, or materially different from what was ordered;

2. You contact us within 14 days of receipt, with clear photos showing the issue.

4. Reporting a Problem

To request a refund or replacement:

• Contact us promptly via:

  • Email: support@cumbriancarnivore.co.uk

  • Phone: 07470 412889

• Include:

  • Order number

  • Date of purchase

  • Photos of any damage, defect, or error in production.

Once verified, we’ll:

• Offer a full refund, or

• Send a replacement item, or

• Offer a partial refund, depending on the situation.

We reserve the right to request the return of the faulty item before issuing a refund.

5. Faulty or Damaged Items

• Items damaged in delivery or arriving with manufacturing faults are eligible for full refunds or replacements.

• Please report within 14 days of receipt.

6. Exchanges

We’re happy to offer a replacement for defective or damaged goods. Exchanges for size or design changes aren’t possible unless the item is faulty.

7. How Refunds Work

• Refund method:

  • Original payment method (e.g. card, PayPal).

• Refund timing:

  • We process refunds within 14 days of agreement.

  • You’ll receive your money based on your bank’s timelines.

8. Returns Postage

• You’ll not be charged return postage if the item is faulty or wrongly made.

• If we require the item back, we’ll provide a pre-paid postage label.

• Returns for reasons outside manufacturing error are not accepted.