Returns & Refunds

At Docking Bay Studio, we want every order to arrive exactly as expected. Our products are thoughtfully designed and many are produced to order through specialist print partners.

If something isn't right, we're here to help.

Returns & Change of Mind

For standard, non-personalised products purchased online, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.

To exercise this right, email us at dockingbaystudio@gmail.com with your order number and a clear statement that you wish to cancel.

You then have a further 14 calendar days from notifying us to send the goods back.

Please take reasonable care of returned products. You may examine them as you would in a shop, but we may make a deduction from your refund if handling beyond what is necessary has reduced their value.

Personalised & Custom-Made Products

Products genuinely made to your individual specifications or clearly personalised, such as mugs printed with your chosen name or personal details, are generally exempt from the statutory 14-day change-of-mind cancellation right.

This exception does not automatically apply to ordinary print-on-demand items featuring our standard designs.

If you've ordered a personalised item and need to make a change, please contact us as soon as possible. We may be able to help before production begins, although changes and discretionary cancellations cannot be guaranteed.

Your statutory rights concerning faulty, damaged or incorrectly supplied goods always remain unaffected.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, contains a printing defect or is different from what you ordered, please contact us.

Email: dockingbaystudio@gmail.com

Include your order number, a description of the issue and, where possible, clear photographs.

We'll investigate and arrange the appropriate remedy, which may include a replacement, repair or refund.

Under UK consumer law, you generally have a 30-day short-term right to reject faulty goods for a refund. Additional statutory remedies apply after this period.

Where an item is faulty or incorrectly supplied, we will cover reasonable return costs where a return is necessary.

Return Shipping

For change-of-mind returns, customers are responsible for the direct cost of returning the goods unless we have agreed otherwise.

Please contact us for the appropriate return instructions and address, as products may be fulfilled by different production partners.

You do not need our prior approval to exercise your statutory right to cancel.

We recommend keeping proof of postage until your return has been resolved.

Refunds

For eligible change-of-mind cancellations, we will refund the price of the returned goods and the applicable standard outbound delivery charge, in accordance with consumer law.

Additional charges for premium or express delivery are not normally refundable beyond the standard delivery cost.

Refunds will be issued to the original payment method without unnecessary delay and no later than 14 calendar days after we receive the returned goods or evidence that they have been sent back, whichever occurs first.

For orders cancelled before goods have been delivered, the applicable statutory refund deadlines will be followed.

Refunds may take additional time to appear in your account depending on your payment provider.

Order Changes & Cancellations

If you've made a mistake with your order, please contact us promptly.

We'll do our best to accommodate changes before production begins.

For standard, non-personalised products, your statutory cancellation rights apply even if production has already started. For genuinely personalised products, cancellation after an order is placed may not be available.

International Orders

We accept eligible returns from international customers in accordance with applicable consumer protection laws.

Return eligibility, shipping arrangements and statutory rights may vary depending on your delivery country. Nothing in this policy limits rights that cannot legally be excluded.

Contact Us

For return enquiries, refunds or problems with an order:

Docking Bay Studio

Email: dockingbaystudio@gmail.com

Please include your order number when contacting us.

We aim to resolve every issue fairly and promptly.

Your statutory consumer rights are not affected by this policy.