Refund policy

Almost everything we sell is made after you order it, and most of it is made to a size, a colour or a wording that you chose. That changes what a return can reasonably mean, so this policy says plainly what applies to what.

Made-to-order and personalised items

Under Article 16(c) of the EU Consumer Rights Directive, goods made to your specification or clearly personalised are not covered by the 14-day right of withdrawal. That includes anything carrying a name, initials, custom wording or artwork, anything produced to a size or colour you chose, and any part designed around a specific vehicle.

This is not us being difficult. A wall letter with your child's name on it cannot be sold to anyone else, and a crash pad cut for one motorcycle does not fit another. This is why we confirm the spelling, the size and the colour back to you in writing before we make anything. Please check that confirmation carefully, because it is the last point at which a change costs nothing.

What we will always put right

The exemption above is about changing your mind. It is not about us getting it wrong. We will replace or refund, at our cost, if:

the item is faulty, or fails in normal use
it arrived damaged
it does not match the specification you approved, meaning wrong spelling, wrong size, wrong colour or wrong finish
you received the wrong item

Tell us within 14 days of delivery, at info@whencreate.com, with a photograph. A photograph almost always settles it immediately, and often means you do not have to send anything back.

Standard items you did not customise

If an item was not made to your specification and not personalised, you have 14 days from delivery to change your mind, and a further 14 days to return it. It must come back unused and in its original packaging. The return postage is yours unless the item was faulty. We refund within 14 days of receiving it, to the original payment method.

Model withdrawal form

For the standard items above, you may use the form below to tell us you are withdrawing. You do not have to: an email saying the same thing is just as good.

To WHEN CREATE, Limassol 4876, Cyprus — info@whencreate.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on: ____________ Received on: ____________

Order number: ____________

Name: ____________

Address: ____________

Date: ____________

(Signature, only if this form is sent on paper.)

Send it to info@whencreate.com within 14 days of delivery. We will confirm receipt the same working day.

Before you order, if you are unsure

Ask. A question costs nothing and takes a day at most. If you are not certain a colour is right, ask for a sample; screens show colour differently from printed material and we would rather send you a sample than the wrong product.

Cancelling before we start

You can cancel at no cost at any point before production begins. Once a piece is in production it cannot be cancelled, because it cannot be sold to anyone else. We will tell you when your order goes into production.