At RECHAR LTD, many of our ceramic mugs are customised according to the designs, names, text, photographs, illustrations, or logos submitted by customers. We aim to prepare orders carefully and provide assistance if a product arrives damaged, defective, or different from what was agreed.
1. Customised Products
Personalised products are made according to the customer’s individual requirements. Under applicable consumer laws, the usual right to cancel an online purchase because of a change of mind may not apply to goods made to the consumer’s specifications or clearly personalised.
This does not affect any statutory rights that customers may have if a product is faulty, damaged, not as described, or otherwise fails to meet applicable legal requirements.
2. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or different from the product or design confirmed at the time of purchase, please contact us at info@recharltd.shop.
Please provide your order number, a description of the issue, and clear photographs where appropriate. We will review the circumstances and explain the available resolution, which may include a replacement, repair where appropriate, or refund in accordance with applicable law.
Where a return is required because of a verified product defect, damage, or an error attributable to us, RECHAR LTD will cover reasonable return shipping costs as required by applicable law and the agreed resolution.
3. Customer-Submitted Design Information
Customers are responsible for checking the spelling, wording, images, and other design details they submit or approve before production.
If a personalised item has been produced correctly according to the design information confirmed by the customer, a return or refund may not be available solely because the customer changes their mind or later identifies an error in the submitted design, subject to applicable law.
Please contact us if you believe a production error has occurred so we can review the order.
4. Non-Personalised Items and Change-of-Mind Returns
Where a product is not exempt from cancellation rights, eligible UK and European customers may have statutory cancellation or return rights under the laws applicable to their purchase.
For eligible change-of-mind returns, customers may be responsible for return shipping costs where permitted by law and where the relevant costs and conditions have been properly communicated.
Items that have been used, damaged through customer handling, or returned in a condition that materially reduces their value may be subject to lawful deductions or other applicable restrictions. These provisions do not remove any mandatory consumer rights.
5. Refund Processing
Once an authorised return has been received and assessed, we will notify the customer of the outcome.
Approved refunds will generally be issued to the original payment method. Processing by RECHAR LTD and the payment provider may take several business days; the time required for the funds to appear in the customer’s account depends on the payment provider and financial institution.
Where applicable law specifies a different refund deadline, the statutory deadline will apply.
6. How to Request Assistance
To report a problem or request a return or refund, contact:
Email: info@recharltd.shop
Company: RECHAR LTD
Address: Flat 22 Royal Drive, London, England, N11 3FL
Please include your order number, the reason for your request, and any relevant supporting photographs or information. We will review your enquiry and explain the next steps.
This policy does not exclude or restrict any consumer rights that cannot legally be excluded or restricted.