Refund policy
Returns & Refunds Policy
Last updated: 18 August 2026
At Seven Chapters, each of our personalised bags is made specifically for you. Because our products are personalised and created to your individual specifications, we are unable to accept returns or offer refunds simply because you have changed your mind, selected the wrong colour, entered incorrect personalisation details, or no longer require the item.
This does not affect your statutory rights under UK consumer law.
Personalised & Bespoke Items
All personalised and bespoke items are made specifically for the customer and cannot ordinarily be resold.
For this reason, personalised items are not eligible for cancellation, return or refund due to a change of mind, except where the item is faulty, damaged, not as described, or does not meet your statutory consumer rights.
Before placing your order, please carefully check all personalisation details, including:
- Names and spelling
- Dates
- Initials
- Colour choices
- Font choices
- Any other personalised details
Once an order has entered production, we may not be able to make changes to the personalisation.
Faulty, Damaged or Incorrect Items
We take great care when creating and packaging your order. However, if your item arrives:
- Damaged
- Faulty
- Incorrectly personalised due to an error on our part
- Significantly different from what you ordered
- Not as described
please contact us as soon as possible at info@sevenchapters.co.uk
Please include your order number and clear photographs of the issue. We may ask you to return the item so that we can assess it.
Where an item is confirmed to be faulty or otherwise does not meet your statutory rights, we will provide an appropriate remedy in accordance with applicable UK consumer law. This may include a repair, replacement or refund, depending on the circumstances.
Incorrect Personalisation
Customers are responsible for ensuring that all personalisation information is correct before placing an order.
If you provide incorrect spelling, names, dates, initials, colours or other personalisation details and the item has been made exactly as requested, we are unable to offer a refund or replacement.
If the error was made by Seven Chapters, please contact us and we will resolve the issue in accordance with your statutory rights.
Changes & Cancellations
Because personalised orders may enter production shortly after being placed, cancellation or amendment requests cannot always be accommodated.
If you need to make a change to your order, please contact us as soon as possible at info@sevenchapters.co.uk. We will do our best to assist, but once production has started, changes may no longer be possible.
Non-Personalised Items
If we sell any items that are not personalised, different cancellation and return rights may apply.
For eligible non-personalised online purchases, you may have a statutory right to cancel within 14 days of receiving your goods, followed by a further 14 days to return them, subject to applicable UK consumer law and any relevant legal exceptions.
Please contact us before returning any item so that we can provide the appropriate return instructions.
Return Postage
Where a return is required because an item is faulty, damaged, incorrect or otherwise does not meet your statutory rights, we will deal with reasonable return costs in accordance with applicable law.
Where a return is permitted for an eligible non-personalised item because you have changed your mind, you may be responsible for the cost of returning the item unless otherwise stated.
Refunds
Where a refund is approved, it will normally be made using the original payment method.
We will process any refund within the timeframe required by applicable consumer law.
Nothing in this policy limits or excludes any rights you have under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
Contact Us
If you have any questions about returns, refunds or your order, please contact us:
Seven Chapters
Email: info@sevenchapters.co.uk
We are always happy to help and will consider each issue fairly and in accordance with applicable UK consumer law.