At Rare Souvenirs, we want you to be delighted with your piece of Scottish history. Because many of our items (like our 3D-printed busts and leather-bound books) are individually crafted to order, we have a specific policy to ensure fairness to both the artist and the customer.
1. Change of Mind (14-Day Cooling Off)
- Standard Items: For non-custom items (such as T-shirts, magnets, or off-the-shelf prints), you have 14 days from the date of delivery to notify us via our Contact Form that you wish to return the item.
- Made-to-Order & Bespoke: Under UK law, the right to cancel does not apply to goods made to your specifications or which are clearly personalised. This includes our 3D-printed busts and custom leather books, which are manufactured specifically for you upon order.
2. Faulty or Damaged Items
If your item arrives damaged or faulty, we will make it right.
- The 30-Day Right to Reject: If your item is faulty, you have a legal right to a full refund within 30 days of receipt.
- Reporting Damage: Please notify us within 48 hours of delivery if your item has been damaged in transit. We will require photos of the damage and the packaging to process a replacement or refund via Royal Mail.
3. How to Return
- Contact Us: Reach out via our Contact Form with your order number.
- Packaging: Items must be returned in their original packaging and “Rare” condition.
- Shipping Costs: Unless the item is faulty, the customer is responsible for return shipping costs. We strongly recommend using a tracked service (like Royal Mail Tracked) as we cannot refund items lost in the post.
4. Refund Process
Once we receive and inspect your return, we will process your refund to your original payment method (Stripe or PayPal) within 14 days.