Returns & Refunds Policy

Last updated: 2026-05-06

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, colours, frame and hands). Because the design is unique to your order and cannot be resold, we cannot accept returns or refunds for change of mind once production has started. This is consistent with industry-standard practice for personalised goods sold in the United States.

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

2. Damaged or Defective Items

Your rights under your state's consumer protection laws are unaffected, and our own replacement / refund process applies. If your clock arrives damaged in transit, has a manufacturing defect, 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.

We will replace the clock at our cost, or refund the full amount including any shipping you paid, at our discretion. Where a replacement is sent, we cover return shipping if needed.

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 immediately 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, defect 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 via Stripe to the original payment method. Funds typically arrive within 5 to 10 business days; some banks are faster.

We do not refund change-of-mind on custom items, or shipping 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 package 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 personalisation exemption above applies.

8. Your Statutory Rights

This policy does not affect your statutory consumer rights under the laws of the state in which you live, which apply regardless of any clause in our Terms of Sale.

If you cannot resolve a complaint with us directly, you may file a complaint with:

• The Federal Trade Commission at reportfraud.ftc.gov
• Your state's Attorney General consumer protection office
• The Better Business Bureau at bbb.org

9. Contact

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