Returns & Refunds Policy

Last updated: 2026-06-07

1. Custom Items Cannot Be Returned for Change of Mind

Each clock we make is custom-printed to your specification (your choice of quote, font and colours). Because the design is made to your personal specification, it is exempt from the usual 14-day right to cancel for change of mind under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We therefore cannot accept returns or refunds for change of mind once production has started.

Please double-check your design before placing your order — the live preview shows what we will print.

2. Faulty, Damaged or Not as Described

Your statutory rights under the Consumer Rights Act 2015 are unaffected by the section above. Goods must be of satisfactory quality, fit for purpose, and as described. If your clock arrives damaged in transit, has a manufacturing fault, or does not match the design you ordered:

• Contact us at [email protected] within 14 days of delivery.
• Include your order number and clear photographs of the issue.
• Keep the clock and original packaging until we tell you what to do — we may need it returned for inspection or may waive that step.

Where a fault is confirmed we will repair or replace the clock at our cost, or provide a refund, in line with your Consumer Rights Act 2015 remedies. We cover any return postage for faulty items.

3. Wrong Item Received

If we shipped you the wrong design or specification (compared to your order confirmation email), contact [email protected] with your order number and a photo. We will ship the correct item at our cost and arrange collection of the incorrect one.

4. How to Make a Claim

Email [email protected] with:

• Your order number (in your confirmation email).
• A clear description of the problem.
• Photographs (for damage, fault or wrong item).

We will respond within two working days and confirm next steps. Most claims are resolved within 7 working days of receiving your photographs.

5. How We Issue Refunds

Approved refunds are issued in pounds sterling via Stripe to the original payment method, within 14 days of us agreeing the refund. Funds typically arrive within 5 to 10 working days; some banks are faster.

We do not refund change-of-mind on custom items, or delivery charges where the order was correctly fulfilled.

6. Lost or Late Deliveries

If your order has not arrived within 30 days of dispatch, contact [email protected] and we will investigate with the carrier. If the parcel is confirmed lost, we will reprint and resend at our cost or issue a full refund — your choice.

7. Right to Cancel Before Production

We typically begin production shortly after order confirmation. If you contact us before production starts, we will cancel and refund in full. Email [email protected] as soon as possible if you need to cancel. Once production has started, the bespoke-goods exemption above applies.

8. Your Statutory Rights

This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and other UK consumer law.

If you cannot resolve a complaint with us directly, you can get free, impartial advice from:

• The Citizens Advice consumer service (0808 223 1133).
• Your local Trading Standards service, via the Chartered Trading Standards Institute.

9. Contact

[email protected]
Take Up Space Ltd
21 Dunwich, Shoreham by Sea, BN43 5PE