Introduction
This Returns Policy details the terms for cancelling or ending the Contract for your purchase of Goods and Bespoke Goods from Us through Our Site, and it explains how those items should be returned.
This policy is an extension of our main Terms of Sale, which are available at: https://www.fastlabels.co.uk/company/terms-conditions.html. All definitions from our Terms of Sale also apply here. This document should be read in tandem with our Delivery Policy, found at: https://www.fastlabels.co.uk/company/delivery-policy.html.
Please note that due to the custom nature of our production and design work, all sales of Bespoke Goods are final. We are unable to offer refunds for these items except under the specific circumstances outlined in this policy. These terms are applicable to both Consumers and Business Customers.
1. Faulty, Damaged, or Incorrect Goods
1.1. This section summarises the key legal rights available to you as a Consumer when purchasing via our website. These statutory rights do not apply if you are a Business Customer. These rights may have certain exceptions. For comprehensive information, please refer to the Citizens Advice website or call them on 0808 223 1133. Nothing within this policy will negatively affect your legal rights.
1.2. As required by the Consumer Rights Act 2015, all goods must be as described, fit for their intended purpose, and of satisfactory quality. Your legal rights as a Consumer entitle you to the following: a) For 30 calendar days from the date you receive the Goods, you have the right to reject them and receive a full refund if they fail to meet the standards above. b) If you choose not to reject the Goods, or after the 30-day period has passed, you can request a repair or a replacement. We will bear the costs for this and complete the repair or replacement in a reasonable timeframe without causing you significant inconvenience. If a repair or replacement is not possible or is disproportionately costly, We may offer you an alternative (e.g., a replacement instead of a repair) or a full refund. If you request a repair or replacement within the initial 30-day rejection period, the clock on this period will pause until you receive the repaired or replaced Goods. The period will then resume, and if fewer than 7 calendar days are remaining, it will be extended to 7 full days. c) If a repair or replacement is also unsuccessful, or if We fail to act within a reasonable time, you can request another attempt at repair/replacement (though you are not obliged to give us multiple chances). Alternatively, you have the right to keep the Goods for a reduced price or reject them for a refund. d) If you choose to exercise your final right to reject the Goods more than six months after receiving them, We may reduce the refund amount to account for the use you have had from them. e) Up to six years after receiving the Goods, you may be entitled to a partial refund if they do not last for a reasonable length of time. Note that after six months from delivery, the responsibility falls on you to prove that the defect existed when the Goods were delivered.
1.3. You are not eligible to make a claim under this Part 1 if: a) We made you aware of any faults before your purchase, or if the faults should have been obvious upon a pre-purchase examination; or b) You have caused the fault yourself through misuse, or through intentional or careless actions; or c) You used the Goods for a purpose that is unsuitable and was not made known to Us, and the fault is a result of that specific use; or d) The item is a Bespoke Good, and the issue arises from incorrect information you provided, rather than a failure of the product to be as described, fit for purpose, or of satisfactory quality; or e) The issue is a result of normal wear and tear; or f) You have simply changed your mind (see Part 3 for details on the cooling-off period).
1.4. If you are a Business Customer, you must notify Us of your wish to reject faulty Goods and return them within 7 days of delivery.
1.5. If you encounter any problem with your Goods, please contact Us immediately using the details provided in our Terms of Sale.
1.6. If you are exercising your legal right to reject the Goods, they must be returned to Us in the original condition in which they were supplied.
1.7. To return any Goods to Us under this Part 1, please post them back. We will only reimburse your postage costs if the Goods are confirmed to be faulty or incorrect. Please contact Us using the details in our Terms of Sale to get a return shipping label or to discuss a collection.
2. Your Rights to Cancel the Contract
2.1. If you are a Consumer and your Goods are faulty or not as described, you may have a legal right to end the Contract, get the Goods repaired or replaced, or receive a full or partial refund, as detailed in Part 1.
2.2. If you are a Consumer who has changed their mind, you may be entitled to a "cooling-off period" during which you can end the Contract for any reason. This is explained in Part 3.
2.3. If you want to end the Contract due to an action We have taken or plan to take, your rights are explained in Part 4.
3. Cancelling the Contract if You Change Your Mind
3.1. If you are a Consumer, the Consumer Contracts Regulations 2013 provide a legal right to change your mind and cancel the Contract for any reason. This right is subject to exceptions, which are listed below in Part 3.4 (most notably, this right does not apply to Bespoke Goods). This "cooling-off period" lasts for 14 calendar days. It begins when We send your Order Confirmation and ends as follows: a) For Goods delivered in a single shipment, the cooling-off period expires 14 calendar days after the day you (or your nominated person) receive them. b) For Goods delivered in multiple instalments, the cooling-off period expires 14 calendar days after the day you (or your nominated person) receive the final instalment.
3.2. To exercise this right, you must inform Us of your decision to cancel within the cooling-off period. You can do this in any way you choose (e.g., email, post, telephone). Please clearly state that you wish to cancel and provide your name, address, order details, and contact information. Our contact details can be found in our Terms of Sale.
3.3. Your cancellation is effective from the date you send the notice. As long as your communication is sent by 23:59:59 on the last day of the cooling-off period, your cancellation will be accepted.
3.4. Please be aware that the right to cancel if you change your mind does not apply to the following: a) Goods sealed for health or hygiene reasons, if you have unsealed them after delivery; b) Sealed audio/video recordings or computer software, if you have unsealed them after delivery; c) Goods that are liable to deteriorate rapidly, such as fresh food or flowers; d) Goods that have been personalised or custom-made for you (i.e., Bespoke Goods); e) Goods that have become inseparably mixed with other items after delivery.
4. Cancelling the Contract Because of Our Actions
4.1. As a Consumer, you may have the right to cancel the Contract immediately because of something We have done or told you We are going to do. These circumstances include: a) We have notified you of an error in the price or description of the Goods, and you do not wish to proceed with the order; b) We have notified you of a risk of substantial delivery delays due to events outside Our control; c) You are exercising your legal right to end the contract as described in Part 1.7 of our Delivery Policy.
4.2. If you end the Contract for any of the reasons in this Part 4, it will terminate immediately. You will receive a full refund for any Goods and/or Bespoke Goods that have not been provided, and you may also be entitled to compensation.
4.3. To end the Contract for one of these reasons, please inform Us via your preferred method (email, post, or telephone), stating that you wish to cancel and providing your name, address, and order details.
5. Returning Goods After Contract Cancellation
5.1. If you end the Contract for any reason after the Goods have been dispatched or delivered, you are required to return them to Us. Please contact Us using the details in our Terms of Sale to obtain a return label or, if applicable, to arrange a collection.
5.2. If you are a Consumer cancelling under the cooling-off period (Part 3), you must send the Goods back to Us within 14 calendar days of informing Us of your decision to cancel.
5.3. We will cover the costs of returning Goods to Us only in the following situations: a) The Goods are faulty or not as described; b) You are cancelling because We made an error with the price or description; c) You are cancelling because of a risk of substantial delivery delays that We notified you about; d) You are cancelling because you have a legal right to do so under our Delivery Policy (Part 1.7); e) You are a Consumer exercising your right to change your mind during the cooling-off period.
5.4. In all other circumstances, you are responsible for covering the cost of returning the Goods to Us.
6. Refunds for Consumers
6.1. Any refund due to you will be processed using the original payment method you used for the purchase.
6.2. You will be refunded the price you paid for the Goods, subject to these potential deductions: a) If you cancel under the cooling-off period, we may reduce your refund to reflect any loss in the Goods' value caused by handling them in a way that would not be permissible in a retail store. b) If we process a refund before we have inspected the returned Goods and later discover they have been handled inappropriately, we may charge you a reasonable sum to cover the loss in value.
6.3. All refunds will be processed as quickly as possible. If you are a Consumer cancelling under the cooling-off period, your refund will be issued within 14 calendar days of the earliest of these events: a) The day We receive the returned Goods from you; b) The day you provide Us with evidence that you have sent the Goods back; c) If We are collecting the Goods, the day you inform Us you wish to cancel; or d) If Goods have not yet been dispatched, the day you inform Us you wish to cancel.
7. Refunds for Business Customers
7.1. Any refund due to a Business Customer will be made using the original payment method.
7.2. Any refund of the price paid for Goods and/or Bespoke Goods to a Business Customer is granted at our sole discretion.
8. Transfer of this Agreement
We reserve the right to transfer (assign) our rights and obligations under this Returns Policy to a third party, for example, in the event of a business sale. Should this happen, We will inform you in writing. We will ensure that the transfer does not affect your rights and that the third party remains bound by our obligations under this policy.
9. Other Important Terms
9.1. Your rights and obligations under this Returns Policy are not transferable to another person without Our express written permission.
9.2. This Returns Policy does not create any rights for third parties, and no third party is entitled to enforce any of its provisions.
9.3. If a court or other authority finds any part of this Returns Policy to be unlawful, invalid, or unenforceable, that specific provision will be considered severed. The remainder of this Returns Policy will continue to be valid and in full effect.
9.4. A failure or delay on Our part to exercise any of Our rights under this policy does not mean We have waived that right. Similarly, a waiver of a breach of one provision does not mean We will waive any future breaches.
10. Law and Jurisdiction
10.1. This Returns Policy and our relationship with you (whether contractual or otherwise) are governed by and interpreted in accordance with English law.
10.2. As a Consumer, you will retain the benefit of any mandatory provisions of the law in your country of residence. Nothing in section 10.1 is intended to reduce your legal rights as a Consumer.
10.3. If you are a Consumer, any dispute between us relating to this Returns Policy shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, depending on where you reside.
10.4. If you are a Business Customer, any dispute between us relating to this Returns Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.
This Returns Policy was last updated on 4 August 2025.