Returns, Refunds & Cancellation

Your statutory rights

Nothing in this policy limits your legal rights. Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged, incorrectly personalised because of our error or materially different from what was agreed, please contact us so we can provide the remedy required by law.

Personalised and custom-made products

Most SuperStars Caricatures products are made to your specification using a photograph, name or chosen design. The normal distance-selling right to cancel because you have changed your mind does not usually apply to genuinely personalised or custom-made goods.

This exception does not apply where an item is faulty, not as described, incorrectly supplied or made incorrectly because of our error.

Cancelling before work starts

If you want to cancel, contact us immediately. Where we have not accepted payment or started design, personalisation or production, we will normally cancel without charge. If work has started, we will explain what has been completed and what options are available. We will never remove a statutory cancellation right where one applies.

Non-personalised items

If we sell a standard, non-personalised item, you will normally have 14 days after delivery to tell us that you wish to cancel, followed by 14 days to return it. Any exclusions, return costs and return instructions will be explained before purchase. This section does not apply to personalised or custom-made items.

Faulty, damaged or incorrect orders

Please contact us as soon as reasonably possible with your order reference, a description of the problem and clear photographs where helpful. Do not dispose of the item until we have responded. Depending on your rights and the circumstances, the remedy may be a correction, repair, replacement, price reduction or refund.

If the problem is our responsibility, we will cover reasonable return costs where a return is required. Damage caused by misuse, failure to follow care instructions or normal wear is not a product fault, although this does not affect rights where the product or instructions were themselves defective.

Artwork proofs and customer-approved details

You are responsible for checking names, spelling, dates, sizes, colours and other personalisation details shown in any proof. We may charge to remake an item where it accurately matches the approved proof but the customer supplied or approved incorrect information. We remain responsible for errors introduced by us.

Refund timing

Where a refund is due, it will be made to the original payment method without unnecessary delay and within the time required by law. We may need to receive returned goods or evidence of return first where the law permits.

How to contact us

Email superstarscaricatures@gmail.com or call 07484 306701 with your order reference before returning an item. Do not send card details by email.

Returns address: Dawn Hauxwell trading as SuperStars Caricatures, 28 Hopwood Close, Newbury, RG14 2PG.