Returns & Refunds

Membrance Returns & Refunds Policy

Last updated: 25/05/26

At Membrance, every order is created especially for you. Because our products are personalised and made to your specification, we’re unable to accept returns or offer refunds for change of mind.

Under the Consumer Contracts Regulations 2013, personalised goods are exempt from the standard 14-day cancellation period. If your order arrives damaged, faulty, or incorrect, we’ll always do our best to put it right.

Returns Eligibility

Because all Membrance products are custom-made:

  1. We do not accept returns for personalised items unless they arrive damaged, defective, or different from the proof you approved.

  2. We cannot offer refunds for:

    • change of mind

    • ordering by mistake

    • spelling, dates, wording, or information approved in your final proof

    • delays caused by incorrect delivery details supplied at checkout

  3. Refunds or replacements are available only where:

    • the item arrives damaged in transit

    • the item has a printing fault

    • the item does not match your approved final proof due to an error by Membrance

Reporting an issue with your order

If there is a problem with your order, please contact us within 48 hours of delivery by emailing hello@membrance.co.uk.

Please include:

  • your order number

  • a short description of the issue

  • clear photographs showing the fault or damage

Once reviewed, we’ll confirm the next steps as quickly as possible.

Replacements & Refunds

If we confirm the issue is due to damage, a production fault, or an error on our part, we may offer one of the following:

  • a replacement of the affected item

  • a partial refund

  • a full refund to your original payment method

Approved refunds will be processed back to the original payment method used at checkout.

Late or Missing Refunds

If you’ve been notified that your refund has been processed but have not yet received it:

  1. Check your bank account again

  2. Contact your card provider, as refunds can take several working days to appear

  3. Contact your bank, as processing times can vary

If you’ve done this and still haven’t received your refund, please contact us at hello@membrance.co.uk

Can I cancel my order after it has been placed?

Because orders are often prepared shortly after purchase, we may not be able to cancel an order once it has entered production.

Before proof approval: If you contact us before approving your design proof, we may be able to cancel your order.

After proof approval: Once your proof has been approved, your order is considered confirmed for production and cannot be cancelled or refunded.

I've approved my proof but noticed a mistake

We ask all customers to check proofs carefully before approval, including:

  • spelling

  • names

  • dates

  • service details

  • photographs

  • layout

Once approved, the proof is treated as final.

Membrance cannot be responsible for errors that were present in an approved proof. Reprints requested after approval may be charged at the standard rate.

Printing & Colour Variation

Please note that colours may appear slightly different between digital proofs and printed products due to differences in screen displays, printer settings, and paper finishes.

Minor colour variation is normal and is not considered a fault.

Delivery Issues

If your order has not arrived within the expected delivery timeframe, please contact us at hello@membrance.co.uk and we’ll be happy to help.

Membrance cannot be held responsible for delays caused by:

  • incorrect delivery information provided by the customer

  • courier delays outside of our control

  • missed delivery attempts

Need Help?

If you have any questions about your order or this policy, please contact us:

Email: hello@membrance.co.uk

Phone: Message or call on Whatsapp

Website: https://www.membrance.co.uk/faqs