Returns Policy

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Introduction

This Returns Policy explains the terms for cancelling or ending the contract for your purchase of Goods and Bespoke Goods from us through our site, and how those items should be returned.

This policy forms part of our main Terms of Sale, which are available at https://www.fastlabels.co.uk/company/terms-conditions.html. All definitions used in the Terms of Sale apply here. This document should also be read with our Delivery Policy at https://www.fastlabels.co.uk/company/delivery-policy.html.

1. Faulty, damaged, or incorrect goods

1.1. This section summarises your key legal rights as a consumer when purchasing via our website. These rights do not apply to business customers. Nothing in this policy affects your legal rights. For detailed guidance, visit Citizens Advice or call 0808 223 1133.

1.2. Under the Consumer Rights Act 2015, all goods must be as described, fit for purpose, and of satisfactory quality. Your statutory rights include:

• (a) For 30 calendar days from delivery, you may reject faulty goods and receive a full refund.
• (b) If you do not reject the goods, or after the 30-day period, you can request a repair or replacement at our cost within a reasonable time and without significant inconvenience. If a repair or replacement is not possible or is disproportionately costly, we may offer an alternative or a refund.
• (c) If a repair or replacement is unsuccessful, you may request another attempt, keep the goods with a price reduction, or reject them for a refund.
• (d) If you finally reject the goods more than six months after delivery, we may reduce the refund to reflect use.
• (e) Up to six years after delivery, you may be entitled to a remedy if the goods do not last a reasonable length of time. After six months you must show that the fault was present at delivery.

1.3. You cannot claim under this Part 1 where: (a) we told you about the fault before purchase or it was obvious on reasonable inspection; (b) the fault was caused by misuse or accidental damage; (c) the goods were used for an unsuitable purpose not made known to us; (d) for Bespoke Goods, the issue arises from incorrect information or artwork you supplied; or (e) the issue is normal wear and tear.

1.4. Business customers must notify us of any wish to reject faulty goods within 7 days of delivery and follow our returns instructions.

1.5. If you experience any problem with your goods, contact us promptly using the details in our Terms of Sale.

1.6. If you exercise your right to reject, goods must be returned in the condition supplied.

1.7. To return goods under this Part 1, post them back following our instructions. We reimburse reasonable return postage if the goods are confirmed as faulty or incorrect.

2. 30-day returns for any reason

2.1. In addition to your statutory rights, we offer a 30-day returns window for any reason, including change of mind, on all Goods and Bespoke Goods, subject to the conditions below. This goodwill policy is provided by FastLabels Ltd and can be changed or withdrawn for future orders.

• (a) Return window. Your parcel must be received at our facility within 30 calendar days from the date of delivery. Please post promptly to allow time in transit.
• (b) Condition. Items must be unused, in the original packaging, and complete, including the full quantity supplied and any accessories or overprint. We may make deductions for any loss in value resulting from handling beyond what would be allowed in a shop.
• (c) Process. Contact Support with your order number and reason. We will guide you through the quickest suitable fix. Our default remedy is a free reprint. If you prefer not to reprint, you can request a refund once any requested return is received and checked.
• (d) Postage. For change of mind you pay return postage. For faulty or not-as-described items we provide a free return label where a return is required. Where required by law, we refund the standard outbound delivery charge.
• (e) Proof of posting. Keep the tracking receipt until we confirm receipt. If we issue a return label, it should be scanned within 7 calendar days of issue.
• (f) Processing time. Refunds are processed within 7 to 14 days from the date we receive and confirm the return.

3. Cancelling because of our actions

3.1. You may cancel immediately if: (a) we have told you of an error in price or description and you do not wish to proceed; (b) we have told you about a risk of substantial delivery delay outside our control; or (c) you have another legal right to end the contract under our Delivery Policy.

3.2. If you cancel for any of the reasons above, the contract ends immediately. You will receive a full refund for any goods not provided and, where applicable, reasonable compensation.

4. Returning goods after cancellation

4.1. If you end the contract after goods have been dispatched or delivered, you must return them. Contact us for a return label or to arrange a collection where applicable.

4.2. Where you cancel under the 30-day any-reason policy in Part 2, the goods must arrive at our facility within 30 days of delivery.

5. Refunds

5.1. Refunds are made to the original payment method.

5.2. We may reduce refunds to reflect any reduction in the value of the goods caused by your handling of them in a way that would not be allowed in a shop. If we refund before inspection and later discover improper handling, we may charge a reasonable amount to make good the loss.

5.3. For consumers cancelling under the 30-day any-reason policy, we will issue your refund within 14 days of the earliest of: (a) the day we receive the goods; or (b) the day you provide evidence that you have sent them back if we agree to accept evidence prior to receipt.

6. Business customers

6.1. Any refund due to a business customer will be made using the original payment method.

6.2. Any refund of the price paid for goods to a business customer is at our sole discretion, except where required by law.

7. Transfer of this agreement

We may transfer our rights and obligations under this policy to another organisation. We will tell you in writing if this happens and we will ensure that your rights are not affected.

8. Other important terms

8.1. You may not transfer your rights or obligations under this policy without our written consent.

8.2. This policy does not give any rights to third parties to enforce any of its terms.

8.3. If a court or authority finds part of this policy unlawful, the rest will continue in force.

8.4. Our failure to insist that you perform any of your obligations, or our delay in enforcing our rights, does not mean we have waived those rights.

9. Law and jurisdiction

9.1. This Returns Policy and our relationship with you are governed by English law.

9.2. If you are a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing in this policy reduces your statutory rights.

9.3. If you are a consumer, any dispute will be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, depending on where you live.

9.4. If you are a business customer, the courts of England and Wales have exclusive jurisdiction.

This Returns Policy was last updated on 23rd October 2025. We may update this page without notice. The version that applies to your order is the version in force on your order date.