Returns, cancellations and refunds

Contact sales@the2ndwordisoff.com about cancellations, returns or problems with your order. Please include your order number or other proof of purchase so we can identify your order.

Change of mind

We do not offer voluntary change-of-mind returns or exchanges beyond your applicable statutory rights.

For UK and EU consumers where the statutory cancellation right applies, you may cancel without giving a reason from the time you place your order until 14 days after you, or someone you nominate other than the carrier, receives the goods. Where goods from one order are delivered separately, this period ends 14 days after receipt of the last item.

Notify us by email, post or another clear statement before the cancellation period expires. You may use the cancellation form below, but you do not have to. A valid statutory cancellation does not require our approval.

You must send the goods back without undue delay and within 14 days after telling us you wish to cancel.

Return postage and condition

You are responsible for the direct cost of returning non-faulty goods where permitted by law and where we informed you of this before purchase. This includes international return postage where applicable. We do not provide free change-of-mind return labels.

You may inspect or try on goods as you would in a shop. Where legally permitted, we may reduce your refund for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not charge a restocking fee for statutory cancellations.

Please package returns securely and retain proof of posting.

Return address:

THE2NDWORDISOFF LTD
95 Mill Lane
Wakefield
WF4 2DR
United Kingdom

Do not send returns to our printing partners. For faulty, damaged or incorrect goods, contact us first so we can arrange the appropriate remedy and any necessary return.

Personalised goods

Where permitted by applicable law, the statutory change-of-mind cancellation right does not apply to goods made to your individual specifications or clearly personalised, such as products printed with your own name or photograph.

Standard designs are not treated as personalised merely because they are printed after ordering. Selecting a standard size or colour does not, by itself, make a product personalised.

This exception does not affect your rights where goods are faulty or not as described.

Faulty, damaged or incorrect goods

Please contact us promptly with a description of the problem and, where possible, photographs of the item, packaging and shipping label.

We are responsible for resolving your claim as the seller. We will provide the remedy required by applicable law, which may include repair, replacement, a price reduction or refund.

If a return is necessary, we will provide instructions and cover reasonable return costs where legally required. You do not need to pursue our printing partner yourself.

The change-of-mind return period does not limit your statutory rights concerning faulty, damaged or incorrectly supplied goods.

Refunds following statutory cancellation

We will refund payments due under applicable law, including the cost of our least expensive standard outbound delivery where required. Any additional amount paid for upgraded delivery is not refundable under the statutory change-of-mind right.

Refunds will be made without undue delay using the original payment method, unless you expressly agree otherwise, and without a refund processing fee.

If goods have not been dispatched, or we have offered to collect them, we will refund within 14 days of being informed of your cancellation.

Otherwise, we may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first. For UK cancellations, we will refund no later than 14 days after that event. For EU withdrawals, reimbursement is due within 14 days of your cancellation notification, subject to this permitted withholding; once the withholding ends, we will refund without undue delay.

Other international customers

We do not offer additional voluntary international change-of-mind returns or exchanges.

Any mandatory cancellation rights, consumer guarantees or remedies applicable to your purchase remain available. Where local law provides greater protection than this policy, that protection applies.

Existing orders

Changes to this policy do not reduce rights or return promises that applied when an existing order was placed.

Model cancellation form

Complete and send this form only if you wish to cancel your contract. You can also cancel by another clear statement.

To: The 2nd Word is OFF Ltd, 95 Mill Lane, Wakefield, WF4 2DR, United Kingdom
Email: sales@the2ndwordisoff.com

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

Ordered on () / received on ():

Name of consumer(s):

Address of consumer(s):

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

Date:

(*) Delete as appropriate.