Refund policy

At Dakota Gray Designs, we are committed to providing our customers with high-quality customised products that meet their unique needs and preferences. We want you to be completely satisfied with your purchase, and we understand that sometimes, issues may arise. To ensure a smooth and fair returns process for customised items, please review our Returns Policy below:

Please be aware that the Consumer Contracts Regulations (CCR) "14 day cooling off period" do not apply to bespoke items. These customised creations are crafted to your exact specifications and cannot be cancelled. Thank you for your understanding

1. Eligibility for Returns:
- We accept returns for customised items if there is a defect in the product or if it does not match the specifications you provided during the ordering process.
- Returns for customised items based on a change of mind, style, or design preference cannot be accepted as these items are made specifically for you.

2. Inspection upon Delivery:
- Please inspect your customised item(s) immediately upon delivery. If you notice any defects, discrepancies, or damage, please contact us within 7 days of receiving your order.

3. Reporting an Issue:
- To report a defect or a customisation error, please contact us at studio@dakotagray.co.uk and provide the following information:
- Your order number
- A description of the issue or defect
- Clear, high-resolution photos of the problem (if applicable)

4. Return Authorisation:
- We will assess your request within 5 working days and, if eligible, provide you with a return instructions for returning the item(s).

5. Return Shipping:
- You are responsible for shipping the customised item(s) back to us in their original packaging, or packaging that ensures the items are adequately protected. We recommend using a trackable and insured shipping method to return the item(s).
- Please include the return number provided by us with your return shipment.

6. Inspection and Resolution:
- Upon receiving your return, we will inspect the item(s) to verify the reported issue.
- If the defect or customisation error is confirmed, we will offer one of the following options:
- Repair or replace the item(s) free of charge.
- Provide a refund or credit, as per your preference.

7. Refund Processing:
- Refunds will be processed within 7 days of the resolution of your return request. The refund will be issued to the original payment method used for the purchase.

8. Non-Eligible Returns:
- Customised items that have been damaged due to misuse, improper care, or neglect are not eligible for return.
- Items with design specifications that match the details provided during the ordering process but are no longer desired or entered incorrectly cannot be returned.

9. Contact Us:
- If you have any questions or concerns about our Returns Policy or the return process, please do not hesitate to contact us at studio@dakotagray.co.uk

We appreciate your understanding and cooperation in adhering to our Customised Items Returns Policy. Our goal is to ensure your satisfaction with our products and services, and we will do our best to address any issues that may arise.

Dakota Gray Designs