Refund policy

Returns & Refunds Policy

Effective Date: 03/08/2025

pbwcreations produces personalised, made‑to‑order items. We aim to ensure every product meets the highest standards of quality and accuracy. This policy explains how returns and refunds are handled in accordance with UK consumer law and Google Merchant requirements.


1. Eligibility for Returns

We accept returns for both defective and non‑defective items.

Defective or damaged items

If your item arrives damaged or contains a manufacturing defect, please contact us as soon as possible with photos of the item and packaging. Providing images helps us resolve the issue quickly, but does not affect your statutory rights.

Non‑defective items

Non‑defective items may be returned within 14 days of delivery, provided the item is unused and in its original condition. Because our products are personalised, some items may not be eligible for resale. In these cases, a deduction may be applied to the refund amount in line with UK consumer law.

Exchanges

We do not offer exchanges on any personalised or made‑to‑order products.


2. Return Window

Returns for both defective and non‑defective items are accepted within 14 days of delivery. Once a return is approved and the item is received back, refunds are processed within 5 working days.


3. How to Start a Return

To begin a return, please email us at info@pbwcreations.co.uk with:

  • Your order number

  • A description of the issue

  • Photos (if the item is damaged or defective)

We will provide return instructions once your request has been reviewed.


4. Refunds

Refunds are issued to the original payment method once the returned item has been inspected. If a deduction applies to a non‑defective personalised item, this will be clearly communicated before the refund is processed.


5. Return Shipping

  • Return shipping is free for defective or damaged items.

  • For non‑defective returns, customers may be responsible for return postage.

  • Unauthorised returns may not be accepted or refunded.


6. Contact Information

pbwcreations United Kingdom Email: info@pbwcreations.co.uk


  • No exchanges — all products are personalised and made to order
  • Damage or faults should be reported within 24 hours of delivery, with photographic evidence, to help us process your claim quickly