Refund and Returns Policy

Effective date: 19 August 2026

1. About this policy

This policy explains how cancellations, returns, faulty goods, Creator Credits and refunds are handled by Made Lore.

It should be read alongside our Terms and Conditions of Sale.

Nothing in this policy limits your statutory consumer rights.

2. Contacting us

Email: hello@made-lore.co.uk

Please include:

your name;
order number;
the product, service or Creator Credit purchase concerned;
the reason for contacting us; and
photographs where a physical product is damaged, faulty or incorrect.

Please contact us before returning a physical item so that we can provide the correct return address and instructions.

This does not affect your statutory right to cancel or return goods where such a right applies.

3. Changes and voluntary cancellation of an order

For standard, non-personalised goods, the cancellation rights described in section 4 may apply.

Personalised products are treated differently because the statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised.

Where a personalised order does not have a statutory cancellation right, we may nevertheless agree voluntarily to a change or cancellation if we are reasonably able to do so.

Personalised production may begin shortly after an order is accepted.

Our ability to make a voluntary change or cancellation may therefore become limited after:

artwork has been approved;
production files have been prepared;
materials have been committed;
production has started; or
the order has been dispatched.

Where we voluntarily agree to cancel or change an order that does not carry a statutory cancellation right, reasonable costs already incurred may be taken into account where legally permitted.

4. Standard non-personalised goods

For most standard, non-personalised goods purchased online, you may change your mind and cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

Where one order is delivered in several parts, the period normally runs from the day after the final part is received.

You must clearly tell us that you are cancelling within the cancellation period.

You then normally have a further 14 days to return the goods.

You do not need to give a reason for exercising an applicable statutory cancellation right.

5. Personalised and made-to-specification products

The statutory change-of-mind cancellation right does not normally apply to goods that are:

made to your specifications; or
clearly personalised.

This normally includes products containing:

names;
dates;
personal wording;
photographs;
uploaded artwork;
customer-selected layouts;
generated artwork;
Universe Creator artwork;
customer-edited templates;
individually selected design combinations; or
other personal instructions.

The exception arises because the goods are personalised or made to your specifications.

It does not depend solely on whether production has already started.

This exception does not affect your rights where the goods are:

faulty;
damaged;
not as described;
materially different from an approved design; or
incorrectly supplied.

6. Returning standard goods after cancellation

Unless the goods are faulty or incorrectly supplied:

you are responsible for the direct cost of returning them;
you must package them securely;
you must return all included components;
you should obtain proof of posting; and
the goods should be returned within the applicable return period.

You may inspect goods in the same way that would reasonably be permitted in a shop.

We may make a lawful deduction from a refund where handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods has reduced their value.

7. Refunds for cancelled standard goods

Where a valid statutory cancellation applies, we will refund:

the purchase price of the returned goods; and
the cost of our least expensive standard outbound delivery option.

We do not normally refund additional amounts paid for:

express delivery;
enhanced tracking;
timed delivery; or
another delivery service costing more than our standard option.

Where permitted by law, we may withhold reimbursement until:

the goods have been returned; or
you provide evidence that they have been sent back,

whichever occurs first.

The refund will normally be issued within 14 days after that point.

Refunds are normally made using the original payment method unless another method is expressly agreed.

8. Creator Credits

Made Lore may sell Creator Credits for use with the Universe Creator or other chargeable Creator functions.

The applicable:

price;
number of credits;
credit cost of a generation or other action;
usage restrictions; and
any stated expiry period

will be shown before purchase.

Creator Credits are not physical products and cannot be returned as goods.

Because Creator functions may involve services, digital content or a combination of the two, cancellation and refund rights can depend on how and when the credits have been used.

Nothing in this policy removes any statutory rights that apply to the particular transaction.

9. Cancelling unused Creator Credits

Made Lore provides a 14-day cancellation period for unused paid Creator Credits, beginning on the day after the credit purchase is made.

If none of the credits from that purchase have been used, you may contact us during that period and request cancellation and a refund.

Where accepted, the unused credits will be removed from your account and the relevant purchase price refunded.

This contractual cancellation provision does not restrict any greater statutory right that may apply.

Refunds will normally be made using the original payment method.

10. Using Creator Credits during the cancellation period

Creator Credits are intended to be available for use without waiting for the 14-day cancellation period to expire.

Where consumer law requires it, before immediate supply begins we will ask you to:

expressly request or consent to supply beginning during the cancellation period; and
acknowledge the effect that beginning or completing that supply may have on your cancellation rights.

Depending on whether the particular supply constitutes a service, digital content or a combination of the two, using Creator Credits during the cancellation period may mean that:

an amount reflecting a service already supplied may remain payable;
a cancellation right may end once a service has been fully performed following the required request and acknowledgement; or
a cancellation right relating to digital content may be lost once supply begins following the required express consent and acknowledgement.

We will not rely on the loss or reduction of a statutory cancellation right where the legally required request, consent, acknowledgement or confirmation has not been obtained.

11. Partly used Creator Credit purchases

If you ask to cancel a Creator Credit purchase within the applicable cancellation period after some credits have already been used, the outcome will depend on:

how many credits have been used;
what service or digital content has already been supplied;
whether the required request, consent and acknowledgement were obtained; and
the statutory rights applying to that transaction.

We will not charge for or retain payment for a service or digital-content supply where the law does not permit us to do so.

Any unused credits covered by an accepted cancellation will be removed from the account when the refund is processed.

12. Failed Creator generations

A generation may occasionally fail because of:

a technical fault;
temporary service interruption;
provider capacity;
connectivity failure;
an invalid or unsupported file;
moderation;
an unsupported request; or
circumstances outside our reasonable control.

Where a chargeable generation fails because of a technical failure attributable to Made Lore or a technology service used by Made Lore and no usable generation result is supplied, we will normally provide an appropriate remedy such as:

restoring the Creator Credits deducted for that attempt;
providing a replacement generation; or
providing another appropriate refund or remedy where required.

Where a request is refused because it breaches our content rules, Terms and Conditions of Sale or applicable law, a refund or restoration of credits is not automatic.

We will consider whether a chargeable service was actually supplied and any statutory rights that apply.

13. Generated artwork and subjective preference

AI-assisted generation is probabilistic.

Results may differ between attempts and may not interpret every instruction exactly as you expected.

A generated result is not necessarily faulty merely because:

you prefer another result;
it differs from a previous generation;
it differs from the image you had imagined;
an instruction has been interpreted differently from your expectation; or
you decide not to use the result.

This does not affect your rights where the Creator service or supplied digital content:

does not conform to its description;
has not been supplied with the standard required by law;
is technically defective; or
otherwise gives rise to a statutory remedy.

14. Faulty physical goods

Goods supplied by Made Lore must meet the standards required by consumer law, including being:

of satisfactory quality;
fit for any particular purpose made known to us where applicable;
as described; and
consistent with approved personalisation, subject to reasonable production tolerances.

Where goods fail to meet the applicable standards, you may have rights to:

reject them;
receive a repair;
receive a replacement;
receive a price reduction; or
receive a refund.

For many faults, consumers have a short-term right to reject goods within 30 days.

After that initial period, repair or replacement will normally be considered first where appropriate.

If repair or replacement is impossible, disproportionate or unsuccessful, you may be entitled to a price reduction or final right to reject.

The appropriate remedy depends on the circumstances and applicable consumer law.

15. Personalised goods with a fault

A product is not faulty merely because:

you supplied incorrect spelling;
you supplied an incorrect date;
you selected the wrong photograph;
you approved the crop or orientation;
the uploaded image was low resolution;
the source image was blurred or dark;
you approved the design;
the generated image corresponds with the result you selected; or
there is a minor difference caused by screens, materials or normal print tolerances.

A personalised item may be faulty where, for example:

we printed different wording from the wording approved;
we used the wrong image;
an item is materially misaligned outside reasonable tolerances;
the product is damaged;
the product is unsafe;
a component is missing;
the material or size materially differs from the description; or
the item does not materially match the approved production design.

16. Damage during delivery

Tell us promptly if a parcel arrives damaged.

Please keep:

the product;
the external packaging;
internal packaging;
delivery labels; and
any damaged components.

We may ask for photographs so that we can investigate the problem.

Where Made Lore selected the delivery carrier, your contractual rights remain against Made Lore.

We will not require you to pursue the carrier directly as a condition of receiving an appropriate remedy from us.

17. Incorrect or missing items

the wrong product arrives;
an item is missing;
a component is missing;
the wrong personalisation has been used; or
the quantity is incorrect.

We will investigate and provide an appropriate remedy.

18. Return costs for faulty or incorrect goods

Where goods are faulty, damaged or incorrectly supplied, Made Lore will bear reasonable return costs where a return is required.

We may provide:

a prepaid return method;
reimbursement of reasonable postage; or
another appropriate collection arrangement.

Please do not use an unnecessarily expensive return service unless agreed with us in advance.

19. Evidence and inspection

We may reasonably request:

proof of purchase;
photographs;
the original item;
packaging;
production labels;
measurements; or
other evidence reasonably required to assess the issue.

A request for reasonable evidence does not remove your statutory rights.

20. Gifts

A refund is normally issued to the original purchaser using the original payment method.

A gift recipient may contact us about a fault, but we may need to confirm the purchase and liaise with the purchaser.

21. Unidentified returns

Please contact us before returning an item so that we can provide the appropriate return details.

This does not affect an applicable statutory cancellation or return right.

A return sent without enough information to identify the relevant order may be delayed while we establish which customer and order it relates to.

Please include the return information we provide and retain proof of posting.

22. Refused and uncollected deliveries

Where an order is returned because:

an incorrect address was supplied;
delivery was refused;
the parcel was not collected; or
delivery failed for a reason within the customer’s control,

we may charge reasonable redelivery costs.

Personalised goods are not automatically refundable merely because delivery was refused or not collected.

This does not affect your rights where the delivery failure was caused by Made Lore or a carrier appointed by us.

23. Chargebacks

Please contact us first where possible so that we have an opportunity to investigate and resolve the issue.

Nothing in this policy prevents you from exercising legitimate rights provided by your bank, card issuer, payment provider or consumer law.

Knowingly providing false information in connection with a payment dispute may have legal consequences.

24. How to make a cancellation, return or refund request

Contact:

hello@made-lore.co.uk

Please tell us:

your name;
your order number or Creator Credit order number;
what you purchased;
what has happened; and
what outcome you are requesting.

For physical goods, we will confirm where appropriate:

whether a return is required;
the return address;
the appropriate return method;
any evidence reasonably needed; and
what happens next.

The business address shown on our Legal Information page should not be assumed to be the returns address unless we confirm that it should be used.

Nothing in this section requires you to obtain our permission before exercising a statutory cancellation right.