Politique de remboursement

Highland Kings sells custom and print-on-demand products produced and fulfilled by Printify and its network of production partners. Because most of our items are made to order (personalised surname crests and bespoke designs), our returns and refunds policy follows Printify’s reprint and refund process for faulty or damaged items. For other returns (for example, change of mind), our policy follows UK consumer law and the details below.

 

Faulty, damaged or incorrectly produced items

If your item arrives damaged, faulty, or clearly not as described, please contact Highland Kings within 30 days of delivery with:

  1. your order number,

  2. a short description of the problem, and

  3. clear photos showing the defect or damage.

Do not return the item unless we explicitly tell you to do so. Printify’s process normally requires photographic evidence only and offers a free reprint or refund for justified manufacturing issues. We will submit your case to Printify on your behalf and update you with the outcome.

 

Lost or undelivered orders

If tracking shows your order was not delivered or the carrier marks it as “undelivered”, contact us straight away. In many cases we can either arrange a reprint (extra charge may apply in some scenarios) or organise a partial/full refund depending on the investigation and Printify’s guidance.

 

Change of mind / non-fault returns (size, colour, or you simply changed your mind)

Because most Highland Kings products are personalised or made to order, we cannot accept returns for change of mind for personalised items (for example a surname crest made with the chosen name or specific customisation). This is consistent with UK distance-selling rules where bespoke or personalised goods are usually exempt from the statutory 14-day cancellation right. If you ordered the wrong size or colour by mistake, please contact us — we may be able to offer an exchange or a discretionary refund, but you will usually be responsible for return postage unless we explicitly agree otherwise

 

Timeframes & how refunds are processed

  • Report faulty items to Highland Kings within 30 days of delivery (as above). Printify’s investigations typically require photos and order details. help.printify.com

  • If Printify approves a refund or reprint, refunds are processed to the merchant (Printify) account/flow first and then passed on to the buyer by Highland Kings. We will confirm the refund and the expected timeline when available. Printify may credit the merchant account balance; if required we will refund to your original payment method as soon as we have confirmation from Printify.

For statutory cancellations (where applicable) and returned goods, refunds will be processed in line with UK consumer law (refund within 14 days of receiving returned goods or proof of return).

 

Exchanges

Exchanges for sizing or non-fault items are offered only at our discretion and depend on product eligibility. If an exchange is agreed, the customer will normally pay the return postage and any difference in product cost.

 

How to request a return / reprint / refund

Email us at support@highlandkings.co.uk with:

  • Subject: “Returns / Faulty Item — Order #XXXX”

  • Your order number and name.

  • A clear description of the issue.

  • Clear photos showing the damage, defect, or mismatch (required for Printify investigation).

We aim to acknowledge all enquiries within 2 business days and will advise the next steps after we review your case and submit it to Printify where required.

 

Personalised & bespoke goods, important legal note

Under UK consumer law, customers usually have a 14-day cooling-off period for online purchases. However, this right does not apply to bespoke or personalised goods made to the consumer’s specification. Because Highland Kings primarily sells personalised prints and made-to-order items, we cannot accept returns for change of mind on those personalised products, unless the item is faulty. We will always consider each case sympathetically and provide support for genuine problems.

 

Additional information

  • We follow Printify’s official guidance for reprints and refunds and recommend you read our product listing details for any additional return information. If you bought via a marketplace (for example Etsy, eBay or Amazon), that marketplace’s separate buyer protection rules may apply — we will always follow the covering marketplace rules where required. help.printify.com

  • If you believe your rights under UK consumer law have not been respected, please say so in your email and we will escalate the case.

Contact

support@highlandkings.co.uk
Business hours: Mon–Fri, 09:00–17:00 (UK)