Refund policy

Non-personalised items

We offer free returns within 30 days of delivery for non-personalised items in their original, unused condition. Please keep the original packaging where possible.

Personalised items

Personalised items cannot be returned, refunded or exchanged for a change of mind when they have been correctly made to your instructions. This includes spelling or wording supplied by you.

Returns and exchanges are free if your personalised item arrives damaged or is misprinted—for example, if the personalisation differs from the instructions you provided.

How to request a return

Sign in to your customer account using the email address used for your purchase. If you do not have an account, create one with that email address to view your account information, order history and request a return.

You can also request a return through live chat or email sales@mktrends.co.uk. Please include your order number. We’ll provide a prepaid return label and instructions for eligible returns. Please arrange your return with us before sending anything back.

Damages and issues

If your item arrives damaged or with incorrect personalisation, contact us through live chat or email sales@mktrends.co.uk straight away. Include your order number and clear photos showing the damage or printing issue.

We’ll review the issue with you and offer an appropriate resolution, which may include:

  • A replacement sent free of charge, with no return required.
  • A free replacement and a prepaid label to return the original item.
  • A free return for a full refund.

If you contact us before 2pm UK time and a replacement is agreed, we’ll dispatch it the same day. We’ll confirm whether the original item needs to be returned.

Refunds

Approved refunds are issued to your original payment method within 10 business days of approval, following receipt and inspection where a return is required. Your bank or payment provider may take additional time to process the refund.

This policy does not affect your statutory rights, including your rights if goods are faulty, not as described or unfit for purpose.