Refund policy

At Deadeye Customs, we want your order to arrive correctly and in good condition. This policy explains how to contact us about cancellations, returns and problems with your order.

We do not offer additional change-of-mind returns or exchanges outside your statutory rights. Nothing in this policy limits your legal rights as a consumer.

For cancellations, returns or problems with an order, please email:

deadeyecustoms1@gmail.com

Please include your name, order number and the items concerned. If something is faulty, damaged or incorrect, a description and photographs, where reasonably possible, will help us resolve the issue. Photographs are helpful but are not a condition of exercising your statutory rights.

Our returns address is:

Deadeye Customs  

40 Stanhope Street  

Greenside  

Ryton  

NE40 4AL  

United Kingdom

Please contact us before sending an item back so we can provide suitable instructions. You do not need our approval to exercise a valid statutory cancellation right.

For standard, non-personalised goods purchased online, you normally have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days after the day you, or someone nominated by you other than the carrier, receives the goods. If goods from one order are delivered separately, the cancellation period normally runs from receipt of the last item.

You may also cancel an eligible order before delivery.

To cancel, email us with a clear statement of your decision. You may use the cancellation form at the end of this policy, but you do not have to.

After notifying us, you must send the goods back without undue delay and no later than 14 days after the day you tell us you are cancelling.

You are responsible for the direct cost of returning goods when exercising your change-of-mind cancellation right, provided we informed you of that responsibility before purchase.

Please package returned items securely. We recommend retaining proof of postage.

You may inspect goods as you reasonably would in a shop to establish their nature, characteristics and functioning. If handling beyond this reduces their value, we may make a proportionate deduction from your refund where permitted by law. We do not charge a restocking fee.

Please return original packaging where reasonably possible. Missing original packaging does not automatically remove your cancellation rights.

The statutory change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, where the legal exemption applies.

Examples may include products engraved with your name, personal message or a customer-specific design.

An item is not automatically exempt simply because we make or 3D-print it after you order. Standard products and selections from standard options are not treated as personalised solely for that reason.

For exempt personalised or bespoke orders, we do not offer change-of-mind cancellations, returns or exchanges. If you need a change, contact us as soon as possible. We may be able to help, but cannot guarantee changes or cancellation.

Your statutory rights still apply if a personalised or bespoke product is faulty, damaged on arrival, incorrectly supplied or not as described.

Please contact us as soon as reasonably possible if there is a problem with your order.

Goods must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may be entitled to a refund, repair or replacement under UK consumer law.

You normally have a short-term right to reject faulty goods within 30 days of delivery and receive a refund. After that period, repair or replacement will generally be the first remedy, subject to your statutory rights. Further remedies may apply if a repair or replacement is unsuccessful, unavailable or not provided within a reasonable time and without significant inconvenience.

The 14-day change-of-mind cancellation period does not limit your rights concerning faulty goods.

Where we are responsible for a faulty, damaged, incorrect or misdescribed item, we will cover reasonable necessary return costs or arrange a suitable return or collection method. Please contact us to arrange this before paying for return postage.

Eligible change-of-mind cancellations

We will refund the payments due without undue delay and no later than 14 days after:

• we receive the returned goods; or

• you provide evidence that you sent them back,

whichever happens first.

If you cancel before dispatch and there are no goods to return, we will refund you without undue delay and within 14 days after you notify us.

For cancellation of an entire eligible order, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for a premium or express delivery service is not refundable under the statutory cancellation right.

We may make a lawful deduction for diminished value as explained in section 3.

Where you are entitled to a refund for faulty goods, we will provide it without undue delay and within 14 days after we agree that you are entitled to it.

Refunds will be made using the original payment method unless you expressly agree otherwise. We will not charge a refund-processing fee. Your bank or payment provider may take additional time to display the refund.

We do not offer discretionary exchanges for changes of mind, including changes to colour, design or size.

For eligible non-personalised goods, you may exercise your statutory cancellation right and place a separate order for the item you prefer.

This does not affect any entitlement to a replacement where goods are faulty or otherwise fail to meet your statutory rights.

This policy does not exclude or restrict your rights under applicable consumer law. If a provision conflicts with a mandatory legal right, that legal right takes precedence.

Complete and send this form only if you wish to cancel an order for which a statutory cancellation right applies.

To: Deadeye Customs, 40 Stanhope Street, Greenside, Ryton, NE40 4AL, United Kingdom  

Email: deadeyecustoms1@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:  

Order number, if available:  

Ordered on / received on:  

Name of consumer(s):  

Address of consumer(s):  

Signature of consumer(s), only if submitted on paper:  

Date:

Delete as appropriate