Hello! Before we get into the details, I want you to know that every Thunder Lizard item is made by hand in my workshop here in Kent. When you order something personalised, I design it, create it, and triple-check it before it leaves my log cabin. I’m quite particular about quality, so if something isn’t right, I want to know about it.
This policy explains your rights and how I handle returns. Nothing here affects your legal rights under the Consumer Rights Act 2015, and I’ve tried to explain everything as clearly as possible.
If your item arrives and something’s not right, please get in touch straight away. You can return an item if:
These rights apply to everything I make, whether it’s personalised, on sale, or full price. If something’s genuinely wrong with your order, I’ll sort it out.
Under the Consumer Rights Act 2015, here’s what you’re entitled to:
Within 30 days of receiving your item:
You can reject it for a full refund if it’s faulty.
After 30 days:
You can ask me to repair or replace the item. If I can’t do that, or if my repair or replacement also has problems, then you can ask for a refund or price reduction.
After 6 months:
You’ll need to show that the fault was likely there when you received it, but your rights still exist.
When you buy from my website, you have extra protections under the Consumer Contracts Regulations 2013.
For non-personalised items, you have 14 days from receiving your order to change your mind, even if there’s nothing wrong with it. You then have another 14 days to send it back to me.
However, this cooling-off period doesn’t apply to:
This is really important: once I’ve started personalising something for you, I can’t accept a return unless it’s faulty, or I’ve made a mistake. That’s because it’s been made specifically for you, and I can’t sell it to someone else.
If you do need to change your mind about a non-personalised item, it needs to come back unused, in its original packaging, and you’ll need to cover the return postage. If your original delivery was free, I’ll need to deduct that cost from your refund.
Just to be clear: if a sale item is faulty, you have exactly the same rights as you would with a full-price item. The law doesn’t care whether you paid full price or got a bargain, faulty is faulty.
If you’ve bought a non-personalised sale item online and changed your mind, you can return it within 14 days (as explained above).
Please email me at he***@**************co.uk and let me know:
For faulty items, I might ask for photos or a quick video so I can see what’s happened. This helps me work out what went wrong and make sure it doesn’t happen again.
Please don’t send anything back without contacting me first. I need to give you the correct return address and any specific instructions.
Once I receive your return and have a look at it, I’ll email you to let you know the outcome.
If your return is approved, I’ll process your refund within 14 days. It’ll go back to whatever payment method you used originally.
For faulty items or my mistakes: I’ll refund everything, including your original postage costs.
For change of mind returns: You’ll get a refund minus the return postage costs (and original delivery if it was free).
Sometimes bank processing takes a while. If you’re waiting for a refund:
If you need to cancel, please let me know as soon as possible by emailing he***@**************co.uk.
For personalised orders, if I’ve already started work or finished your item, I won’t be able to offer a refund (unless it turns out to be faulty, or I’ve made an error, of course). If you ask, I can show you that I’ve begun or completed the work.
You’re absolutely welcome to change your order, but please tell me quickly! Once I’ve personalised something, there’s no going back. If I’ve already added your chosen name or design to an item, I can’t change it or offer a refund unless it’s faulty or incorrect.
If your item is faulty, damaged, or I’ve made a mistake with the personalisation, I’ll replace it for you.
Drop me an email at he***@**************co.uk with your order details and I’ll sort out the exchange.
If someone bought you a Thunder Lizard item as a gift, and it needs to come back, here’s what happens:
If it was marked as a gift when ordered: You’ll get a gift credit once I receive the return.
If it wasn’t marked as a gift: The refund goes back to whoever bought it.
To return something, email me at he***@**************co.uk, and I’ll give you all the details you need.
Who pays for return postage?
All orders from Thunder Lizard are sent via Royal Mail Tracked services, so you’ll always know where your parcel is.
Sometimes I might need to offer a partial refund instead of a full one. This usually happens when:
Under the Consumer Rights Act 2015, anything you buy from me must be:
If something doesn’t meet these standards, you have the right to:
For independent advice about your consumer rights, you can contact Citizens Advice:
Website: www.citizensadvice.org.uk
Phone: 0808 223 1133
Citizens Advice can give you free, impartial guidance about your rights as a consumer.
If you have any questions about this policy or your order, I’m always happy to help. Just email he***@**************co.uk, and I’ll get back to you as soon as I can.
Sophie x
