Refund policy
Returns and refunds
Last updated: 5 October 2026
Our 30-day returns promise
You can tell us that you wish to return a non-personalised item within 30 calendar days of delivery. Please then send it back within 14 days of notifying us. Email newemo14@gmail.com with your order number and the items you wish to return, or use our Contact page. We will provide return instructions. You do not need permission to exercise your statutory cancellation rights.
Condition and return postage
Please handle items only as needed to check their nature, characteristics and functioning, and pack them securely. Original packaging is helpful but is not a condition of your statutory rights. You pay return postage for a change-of-mind return. We may deduct an amount for loss in value caused by handling beyond what is necessary to inspect the item. We do not charge a restocking fee.
Faulty, damaged or incorrect items
Contact us if your item is faulty, damaged, not as described or incorrect. We cover reasonable return costs where required and provide the refund, repair or replacement you are entitled to under consumer law. Photos may help us resolve the issue, but are not a condition of your rights. Our 30-day change-of-mind window does not limit your rights for faulty goods.
Personalised and bespoke items
The change-of-mind policy does not cover goods made to your individual specifications or clearly personalised, such as items bearing your chosen name or message. An ordinary item printed after you order is not excluded simply because it is made to order. Personalised goods remain covered if faulty, damaged or not as described.
Refunds
We refund to the original payment method without undue delay and, for a change-of-mind cancellation, within 14 days of receiving the goods back or evidence that you sent them back, whichever is earlier. Your payment provider may take additional time to show the credit. If you cancel the whole order, we also refund any standard outbound delivery charge paid. Any additional cost for an upgraded delivery service is not refundable for a change-of-mind cancellation. Partial returns are assessed separately without affecting your statutory rights.
Cancellation before dispatch
Contact us as soon as possible if you wish to cancel before dispatch. For personalised orders, please contact us before production starts; we will explain what is possible for your order. This does not affect any statutory right to cancel that applies.
Your rights
This policy adds to, and does not replace or limit, your statutory consumer rights, including the right to cancel qualifying distance purchases within 14 days after delivery. You may use the cancellation form below, but do not have to.
Cancellation form
To: Villy Designs, Joao Santos, 31 Crawfurd Street, Stoke-on-Trent, ST4 3QN, United Kingdom; newemo14@gmail.com.
I give notice that I cancel my contract for the following goods:
Order number / goods:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):