Refund Policy
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Return Policy
We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at Implicit Atelier Ltd. is handmade, there is some potential for human error. Usually, our quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:
If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.
A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
- In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
- If the fault cannot be verified over the phone or email, you may need to return the item to us for inspection
- In that instance, a determination can then be made as to the state of the product
- Please do not send your products back to Implicit Atelier Ltd. without contacting a member of our team first
May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
Please note we work in accordance with these provisions:
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Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been personalised or customised specifically for you.
- Faulty Goods: To return faulty goods you need to first contact a member of our Customer Services Team using the contact form. Please send written notice and return the product to Contrado Imaging Ltd (please see the Contact Us page for the address).
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault, then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that Implicit Atelier Ltd will redo or recommend a remedy for a faulty item.
Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.
CANCELLATIONS
Within 30 minutes - We wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team using our contact form. They will be more than happy to help and can offer a full refund.
After 30 minutes - We handmake every product to order, so as soon as we start production of your items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.