Dream it Made — Returns, Refunds and Reprints Policy

1 September 2026

Dream it Made is operated by Dream It Made Limited, registered in England and Wales under company number 17430260, with registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

This Policy explains how we handle cancellations, faults, returns, reprints and refunds. It forms part of our Customer Terms and Conditions. Nothing in it limits your statutory rights.

1. Contact us first

Email info@dreamitmade.com with:

• your order number;
• a clear description of the issue; and
• where reasonably possible, photographs showing the whole item, the affected area and packaging damage.

Please do not return an item unless we instruct you to do so. Print-on-demand suppliers often resolve a clear defect without requiring the item back, and an unauthorised return may go to the wrong facility.

2. Change-of-mind cancellation

Every product sold by Dream it Made requires genuine personalisation and is made to your specifications or clearly personalised. The usual statutory 14-day change-of-mind cancellation right therefore does not apply.

You may still ask to cancel before we release the order to production. We will confirm whether cancellation was possible. Once released, the provider may begin work immediately and cancellation cannot be guaranteed.

This exception never removes your rights if goods are faulty, damaged, misdescribed, not of satisfactory quality, unfit for a stated purpose or materially different from the approved design.

3. Customer-approved choices

We do not normally refund or replace solely because you:

• chose the wrong size, colour, phone model, product or orientation;
• entered incorrect text or approved a visible crop or layout;
• approved an image that appeared visibly blurred or pixelated in the preview; or
• changed your mind about an accurately made personalised product.

This applies only where the preview and order record fairly showed the choice and the delivered product was made correctly. It does not excuse a production defect or misleading product information.

4. Faulty, damaged, wrong or misdescribed goods

Contact us promptly. Where reasonably possible, please report visible damage, a print fault or a wrong item within 30 days of delivery. Early evidence helps us make a supplier or carrier claim, but this request is not a deadline that takes away a legal remedy.

Photographs, packaging and other evidence may be reasonably requested. They are not absolute conditions of your statutory rights. If photographs cannot show the problem, tell us and we will agree a proportionate next step.

Depending on the facts and the Consumer Rights Act 2015, the appropriate remedy may be repair, reprint, replacement, price reduction or refund. We may offer a reprint or replacement first where appropriate, but will provide a refund where the law requires one or where a reprint is impossible or unsuitable.

5. Returns

If we need the item returned, we will give you the method and address. For faulty, damaged, wrong or misdescribed goods, Dream it Made will pay the reasonable return cost.

Do not send a return to the address printed on a parcel or to a print provider unless we expressly instruct you. That address may be a manufacturing or carrier facility and not our authorised return route.

6. Lost parcels

If an item has not arrived after the latest estimated delivery date, contact us. We will investigate with the print provider or carrier. Routes and carriers use different investigation periods, so we do not impose one universal wait.

Where a parcel is lost, we will normally offer a replacement. A refund is available where required by law or where replacement is impossible or unsuitable.

7. Address and collection problems

If you supplied an incomplete or incorrect address, or unreasonably refused or failed to collect a correctly addressed parcel, we may ask you to pay the reasonable cost of redelivery or reproduction. We will not charge you where Dream it Made, the provider or carrier caused the problem.

An address amendment is effective only if requested before production release, technically accepted by the provider and confirmed by us in writing.

8. Refund timing

Where a refund is due, we will initiate it to the original payment method within five working days after agreeing or determining the refund. Banks, Shopify, Klarna and other payment providers control the time taken to display the money or adjust a credit balance.

9. Supplier policies

Print providers may give Dream it Made only 30 days to submit a reimbursement claim, request photographs, offer a reprint rather than cash, or decline buyer-remorse returns. Those are business-to-business support rules between us and the provider. They do not reduce your rights against Dream it Made.

10. Version

Version 2.1 — 1 September 2026.