Last updated: 27 July 2026
This policy explains how cancellations, returns, replacements and refunds are handled for purchases made through winfulchronicles.com.
Nothing in this policy affects your statutory consumer rights.
1. Contacting us
Before returning any product, contact:
Please provide:
- Your name
- Order number
- Product name
- Reason for contacting us
- Photographs where the product is damaged, faulty or incorrect
Please do not send products directly to Printify or a print provider unless we give you specific return instructions.
2. Cancelling an online order
For most goods purchased online, UK consumers normally have 14 days after receiving the goods to tell the seller that they wish to cancel.
After notifying the seller, the customer normally has another 14 days to return the goods.
To cancel an order, email:
Include a clear statement that you wish to cancel and provide your order number.
3. Orders already in production
Many Winful Chronicles products are made using print-on-demand fulfilment.
Please contact us immediately if you wish to cancel or change an order.
We cannot guarantee that an order can be stopped or changed once it has entered production. However, this does not remove any cancellation or consumer rights that apply under UK law.
4. Personalised and custom-made products
The normal change-of-mind cancellation right may not apply to products that are:
- Personalised with a name, date or message
- Created to the customer’s individual specifications
- Otherwise clearly customised for the customer
This exception does not apply where the item is faulty, damaged, incorrect or not as described.
A standard product is not automatically treated as personalised merely because it was printed after the order was placed.
5. Returning unwanted products
Where you have the legal right to return an unwanted product, it should be:
- Unused
- Unworn
- Unwashed
- In resalable condition
- Returned with its original packaging where reasonably possible
You may examine a product as you would reasonably be allowed to do in a physical shop.
Where the product has been handled more than necessary, we may reduce the refund to reflect any loss in value where the law permits.
6. Return postage
Unless the product is faulty, damaged, incorrect or not as described, the customer is normally responsible for the cost of returning it.
We recommend using a tracked postal service and retaining proof of postage.
We are not responsible for returned parcels that are lost before reaching the specified return address.
7. Faulty, damaged or incorrect products
Contact us promptly if your order arrives:
- Faulty
- Damaged
- Incorrect
- Misprinted
- Significantly different from its description
Please provide clear photographs showing:
- The entire product
- The problem or defect
- The packaging where relevant
- Any delivery label where requested
Depending on the circumstances and your legal rights, we may offer:
- A replacement
- A repair
- A price reduction
- A full or partial refund
Businesses cannot restrict customers’ statutory rights where goods are faulty or not as described.
8. Incorrect size or product selection
Customers are responsible for checking product information before ordering, including:
- Clothing size
- Colour
- Phone model
- Laptop size
- Product variation
- Personalisation wording
- Delivery address
An incorrect size or device model selected by the customer is generally treated as a change-of-mind return rather than a product fault.
This does not apply where we supplied a different product or size from the one ordered.
9. Refunds
Where a refund is approved, it will normally be issued to the original payment method.
We may wait until:
- The returned goods are received, or
- You provide evidence that the goods have been sent back
before issuing the refund.
Refunds will be made within the period required by applicable consumer law.
10. Original delivery charges
Where a customer lawfully cancels an eligible online order, the refund will normally include the cost of the least expensive standard delivery method offered.
Additional amounts paid for express, premium or upgraded delivery may not be refunded.
11. Non-refundable items
Subject to your statutory rights, we may not accept change-of-mind returns for:
- Personalised or custom-made products
- Digital downloads once supply has begun with the customer’s agreement
- Sealed hygiene-sensitive goods after the seal has been broken
- Gift cards after use
- Products returned in a damaged, worn or unsaleable condition caused by the customer
Faulty, damaged or incorrectly supplied products remain covered by applicable consumer law.
12. Digital products
Digital products may include:
- Ebooks
- Audiobooks
- Printable artwork
- Downloadable journals
- Digital prayer guides
Where you request immediate access to digital content and acknowledge that your cancellation right will be lost once downloading or streaming begins, the normal cancellation right may no longer apply.
Please contact us if a digital file:
- Does not download
- Is corrupted
- Is materially different from its description
- Cannot reasonably be accessed
13. Exchanges
We do not guarantee direct exchanges.
Where an exchange is possible, we may ask you to return the original product and place a new order.
For faulty or incorrectly supplied products, we will provide an appropriate remedy in accordance with your legal rights.
14. Refused and unclaimed parcels
If a parcel is returned because:
- Delivery was refused
- The address was incorrect
- The parcel was not collected
- The courier could not complete delivery
we will review the circumstances before arranging any refund or reshipment.
Additional delivery charges may apply where the failure resulted from incorrect customer information or failure to collect the parcel.
15. Refund processing times
After a refund is issued, banks and payment providers may take additional time to display it in the customer’s account.
Processing times are controlled by the relevant bank, WooPayments, PayPal or card provider.
16. Sale and discounted products
Sale and discounted products have the same statutory protections as full-price products.
A discounted price does not remove a customer’s rights where the product is faulty, damaged or not as described.
17. Gifts
Refunds are normally sent to the original payment method used for the purchase.
Where an item was received as a gift, the original purchaser may need to contact us.
18. Complaints
Contact us at:
Please include your order number and a clear explanation of the issue.
We will review the matter and respond within a reasonable period.