Refund policy

Order problems, changes and returns

We want you to be happy with your print. Contact Inkog Ltd at office@inkog.co.uk or 020 8064 1069, Monday to Friday, 10am to 6pm. Include your order number and a short description of the issue.

Something is wrong with your order

Tell us as soon as you notice damage, a shortage, a printing fault or a delivery problem. Photos of the print, packaging and delivery label help us investigate. Please keep the affected items while we agree the next step. A request for prompt notice or photos does not limit your statutory rights.

If goods are faulty, not as described or unfit for purpose, we will provide the remedy you are entitled to under applicable law. For consumers, this can include the short-term right to reject within 30 days, repair or replacement, and a price reduction or refund where appropriate. We cover reasonable return costs for faulty or incorrectly supplied goods. Please contact us for return instructions.

Personalised printing

Goods made to your specifications or clearly personalised, including printing with your artwork, are excluded from the usual online change-of-mind cancellation right. This does not affect your rights if the goods are faulty or do not match the agreed order.

We print the artwork supplied or approved. A spelling error, incorrect date or unsuitable design supplied by you is not a manufacturing fault if the print matches that artwork. This does not excuse a failure in any checking or design service we expressly agreed to provide.

Changes and cancellation requests

Contact us immediately if you need to change the artwork, specification, delivery address or cancel. We will check whether work can be stopped. Sending an email or replacement file does not itself pause production. Once production has started, changes may be impossible.

Where we agree to cancel a personalised order, any deduction will reflect work already completed and reasonable costs that cannot be recovered, rather than an automatic penalty. We will explain the amount. If no work or unavoidable costs have been incurred, we will refund the payment in full.

Non-personalised goods bought by consumers

If you buy an item that is not made to your specifications or personalised, you normally have 14 days after delivery to tell us you wish to cancel, then a further 14 days to return it. You pay the direct return cost for a change of mind. We refund the item and standard delivery cost, if paid, within 14 days of receiving the return or evidence that it was sent, whichever is earlier. Extra express delivery costs are not refunded. We may deduct for handling beyond what is needed to inspect the item as you would in a shop.

You can cancel by any clear statement. An optional form is: “To Inkog Ltd, 69 Station Road, Harrow, HA2 7SR, office@inkog.co.uk: I give notice that I cancel my contract for [goods], ordered on [date], received on [date]. Name: [name]. Address: [address]. Date: [date].” Add your signature only if sending on paper.

Refunds and complaints

Approved refunds are made to the original payment method, without an administration fee. Your bank may take additional processing time. If you are unhappy with our response, email office@inkog.co.uk and ask for your complaint to be reviewed. Nothing in this policy removes your legal rights.

Inkog Ltd, company number 16331926. Registered office: 69 Station Road, Harrow, HA2 7SR, United Kingdom. Updated 22 September 2026.