Refund policy

Return & Refund Policy

Last Updated: September 7, 2026

At LQQV, we want you to be happy with your purchase. Because our products are produced on demand, each order is created specifically after it is placed.

This Return & Refund Policy explains when returns, replacements, and refunds may be available.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

1. Our Print-on-Demand Model

Our products are produced on demand rather than being held as traditional pre-made inventory.

When you place an order, the selected product is sent for production and fulfillment through our production partners.

Because products are produced specifically in response to orders, we generally do not accept returns simply because you have changed your mind, except where applicable consumer law gives you a right to cancel.

2. Standard Products

Our standard products feature designs that are already available through our website.

Although these products are produced after an order is placed, being made to order does not by itself mean that the product is personalised or custom-made.

Where applicable law gives you a statutory cancellation right, you may be entitled to cancel your purchase within the applicable cancellation period.

For customers who have a statutory 14-day cancellation right under applicable UK consumer law, you may normally cancel a standard online purchase within 14 days of receiving the goods.

If you wish to exercise a statutory cancellation right, please contact us within the applicable period.

Certain legal exceptions may apply, including products that are genuinely made to your specifications or clearly personalised.

3. Personalised or Custom Products

Some products may be personalised or created according to specifications provided by you.

This may include products featuring:

- Your name or text

- Your photographs or artwork

- Personalised designs

- Customer-specific specifications

- Other custom elements requested by you

Where a product is genuinely personalised or made to your specifications, statutory cancellation rights may not apply where an applicable legal exemption permits this.

Once production has started, we may be unable to cancel or modify a personalised order.

4. Damaged, Defective, or Incorrect Products

If your order arrives:

- Damaged

- Defective

- With a significant manufacturing or printing error

- With an incorrect product

- Materially different from what you ordered

- Not as described

please contact us as soon as possible.

For issues covered by our production quality process, we will investigate the order and, where appropriate, arrange a replacement or refund.

Our production partners may require photographic evidence to verify the issue.

For orders fulfilled through Gelato, quality-related issues should generally be reported within 30 days of receiving the product. Gelato may provide a replacement or refund where its quality guarantee applies.

5. Quality Issues and Print Variations

Minor variations in colour, positioning, or appearance may sometimes occur during the printing process.

Printing is a manufacturing process, and exact colour consistency cannot always be guaranteed.

Minor variations that fall within normal production tolerances may not qualify as defects.

However, if you believe your product has a significant quality issue or manufacturing defect, please contact us so we can review the situation.

6. Lost Orders

If your order appears to have been lost during transit, please contact us as soon as possible.

For orders fulfilled through Gelato, lost shipments should generally be reported within 30 days of the estimated delivery date. Where appropriate, a replacement order may be arranged.

Delivery times may vary depending on the destination, shipping provider, and circumstances outside our control.

7. Incorrect Shipping Information

Customers are responsible for providing accurate delivery information when placing an order.

Please carefully check:

- Your name

- Shipping address

- Postal or ZIP code

- Apartment or unit number

- Phone number

- Other delivery information

If an order cannot be delivered because an incorrect or incomplete address was provided, additional costs may apply to any replacement order.

Where a shipment is returned to the sender because of an incorrect address, refusal, or failure to collect the package, the available options may depend on the shipping provider and fulfillment partner.

8. Customer-Provided Personalisation

If you submit personalised text, images, artwork, or other information for a product, you are responsible for ensuring that the information you provide is accurate and suitable for printing.

We are not normally responsible for errors caused by incorrect information supplied by the customer.

This may include:

- Spelling errors

- Incorrect names

- Incorrect dates

- Incorrect images

- Incorrect design instructions

- Incorrect shipping information

Please carefully review your information before completing your order.

9. How to Report a Problem

If there is a problem with your order, please contact us before attempting to return the product.

Please provide:

- Your order number

- A description of the issue

- Clear photographs showing the problem

- Additional information if requested

We may request photographs or other evidence so that we can investigate the issue with our fulfillment or production partner.

Please do not send products to an address provided by a production partner unless we specifically instruct you to do so.

For Gelato-fulfilled orders, Gelato currently does not provide a general return address for fulfilled POD orders.

10. Refunds

Where you are legally entitled to a refund, we will process the refund in accordance with applicable consumer protection laws.

Where a refund is approved because of a defective, damaged, incorrect, or otherwise eligible product, the available refund or replacement will depend on the circumstances and applicable law.

Refunds will normally be made to the original payment method.

The time required for the refund to appear in your account may depend on your payment provider.

11. Cancellations

If you need to cancel an order, please contact us as soon as possible after placing the order.

Because our products may enter production shortly after an order is placed, we cannot guarantee that cancellation will be possible.

For personalised or custom-made products, cancellation rights may be restricted once production has started, subject to applicable law.

Nothing in this section removes any statutory cancellation rights that cannot legally be excluded.

12. Exchanges

Because our products are produced on demand, we do not generally offer exchanges for reasons such as:

- Choosing the wrong size

- Choosing the wrong colour

- Changing your mind

- No longer wanting the product

Where an item is defective, damaged, incorrect, or otherwise covered by applicable consumer law, we will work with you to provide an appropriate remedy.

13. Statutory Consumer Rights

Nothing in this Return & Refund Policy limits, excludes, or affects any statutory rights you may have under applicable consumer protection laws.

If a product is faulty, not as described, incorrectly supplied, or otherwise fails to meet applicable legal requirements, you may have legal rights to a repair, replacement, price reduction, refund, or other remedy.

For customers covered by UK consumer law, statutory cancellation and consumer rights may apply to online purchases, subject to applicable exceptions.

14. Contact Us

If you have questions about a return, refund, cancellation, replacement, or an issue with your order, please contact us through the contact information available on our website.

Please include your order number whenever possible so that we can assist you more quickly.

LQQV

Website: Lqqv.com