Refund policy

Returns

You have 14 days from the day you receive your order to tell us you would like to return it. You then have a further 14 days from raising your return to send the item back to us.

For a full refund, items must be unused and returned in their original packaging, in the same condition you received them.

• Restocking fee: if an item has been handled beyond what is needed to inspect it, or its original packaging is missing or damaged, a restocking fee of up to 10% of the item price will be deducted from your refund.
• Signs of use: if an item shows clear signs of use, 50% of the item price will be deducted from your refund.

Non-returnable items:
Gift cards
Downloadable products
Bespoke, custom and personalised pieces

3D printed items that are made to order from our standard designs can be returned in the same way as any other item.

How do I return an item?

To raise a return, log in to your account on our website, open the relevant order, and select the option to create a return. You will receive an email once your return has been accepted, which will contain the return address along with full instructions on how to send the item back to us.

Please wait for this acceptance email before posting anything back to us. We are not able to process items that are sent back before a return has been raised and accepted.

Once your item arrives back at our workshop, returns are processed twice weekly, on Tuesdays and Fridays.

If you are unable to raise a return through your account, for example if your order was placed through Etsy, please contact us at customerservice@propoptions.co.uk and we will be happy to help. Orders placed through eBay must be returned and refunded through eBay's own return system rather than this process.

If we got it wrong

If your item arrives faulty or damaged, or we have sent the wrong item or missed something from your order, please contact us as soon as possible after delivery with your order number and photos of the problem.

• No restocking fee applies.
• We will offer you a replacement or a full refund, including the original delivery charge.
• Within the UK, we will send you a free return label if we need the item back.
• We are not able to send return labels outside the UK. Please contact us and we will let you know how to proceed.

Refunds

Once your return is received and inspected, we will email you to let you know whether your refund has been approved. Approved refunds are made to your original payment method. Returns are processed on Tuesdays and Fridays, and once your refund has been completed, please allow 3-5 days for the funds to reach your account.

Refunds are never more than the amount paid for the order. Anything offered as a goodwill gesture is at our discretion and is given as store credit.

Late or missing refunds

If you don't appear to have received your refund, please check your bank account, then contact your card provider or bank, as there is often a processing time before a refund shows. If you still have not received it, please contact us at customerservice@propoptions.co.uk and we will investigate.

Delivery charges and return postage

• Cancelled before despatch: you will receive a full refund, including the delivery charge.
• Change of mind after despatch: the original delivery charge is not refunded, and you are responsible for the cost of returning the item to us.
• Customs and import charges: these are your responsibility and are not refunded by us. If an item is returned or replaced, you can claim these charges back from your customs authority, stating that the item was returned.
• Any delivery, customs or return charges we are billed because a parcel was refused or not collected will be deducted from your refund.

We strongly advise using a signed and tracked postal service for returns, with insurance where needed, and keeping your proof of postage until your return is complete. We cannot accept responsibility for returns that are lost or damaged on the way back to us. Any claim for loss or damage in transit must be made with the postal service or courier you used.

Lost parcels

If your parcel goes missing, we will investigate it with our courier. A refund or replacement can only be issued once the courier has formally confirmed the parcel as lost.

Sale, outlet and clearance items

Sale, outlet and clearance items are covered by the same returns policy as full price items, and the same timescales apply. As these are often one-off or final-run pieces, we may not be able to offer a replacement or exchange for the same item, in which case we will offer a refund instead.

Exchanges

If you would like to exchange your purchase for the same item or an alternative product, please raise a return through your account in the same way as a standard return and let us know in the notes that you would prefer an exchange. The same conditions and timescales apply. Once your request has been accepted we will confirm the next steps. Delivery times for your exchanged item may vary depending on your address.

Hire

Hired items are charged at the full product price plus a £10 hire fee. If the item is returned to us within 30 days of delivery, we will refund half of the product price. The £10 hire fee is not refundable.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver and they will find out about your return.

Changing or cancelling your order

You have 15 minutes after placing your order to request any changes or a cancellation. For orders placed outside working hours, please let us know by 9.15am on the next working day.

After that, we will do our best to help, but changes and cancellations are at our discretion, as our warehouse often despatches orders quickly. Once your order has been despatched it can no longer be changed or cancelled, and our returns policy applies.

Anything outside this policy is at Prop Options' discretion.