Returns, cancellations and refunds
Last updated September 2026.
Short version: personalised goods cannot normally be returned simply because you changed your mind, but if anything arrives faulty, damaged or not as described, we will put it right.
Changed your mind
Everything we sell is made to the wording you supply. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods that are made to your specification or are clearly personalised. That is what our products are, so once we have started production we cannot accept a change-of-mind return.
Before production starts is different. If you email us quickly after ordering — realistically within a couple of hours — we can usually cancel and refund you in full, or correct the wording. Email orders@meridianoxford.com with your order reference.
Faulty, damaged or not as described
Your rights here are unaffected by anything above. If your order arrives:
- damaged in transit;
- with a printing, framing or manufacturing fault;
- with wording different from what you submitted; or
- not matching its description on this site
then tell us within 30 days and we will replace it or refund you in full, including any delivery you paid. Under the Consumer Rights Act 2015 this is your short-term right to reject. After 30 days we will repair or replace.
A photograph of the problem usually saves you posting anything back. If we do need the item returned, we pay the postage.
Mistakes in your own wording
We print exactly what you type, and the preview on the product page shows you precisely what will be produced. A spelling mistake you made is not a fault in the goods, so it is not covered by the above. Tell us anyway — if it has not gone to print we will fix it, and if it has we will usually offer a discounted replacement.
Orders that never arrive
If your order has not arrived within 14 days of dispatch in the UK, or 21 days internationally, contact us and we will either chase the carrier or remake and resend it.
Refunds
Refunds go back to the card you paid with, normally within 5 working days of us agreeing the refund. Your bank may take a few days more to show it.
Customers in the United States
There is no general federal right to cancel an online order in the US, so this policy is what applies to your purchase. The faults and damage cover above applies to you in exactly the same way: tell us within 30 days and we will replace or refund. Some states give additional rights, and nothing here removes them.
How to start a return
Email orders@meridianoxford.com with your order reference and, if relevant, a photograph. You do not need a form or a returns number. A real person will reply.
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