Refund policy

Refund & Returns Policy

At Rexiedex, every order is handled with care. As many of our products are handmade and created specifically for each customer, our returns policy differs depending on the type of item purchased.

Custom & Personalised Orders

Custom-made and personalised products, including custom painted cards, custom binders, commissioned artwork, and any item made to your specifications, are non-returnable and non-refundable once production has begun.

Under the Consumer Contracts Regulations 2013, personalised or bespoke goods are exempt from the standard 14-day cancellation period.

If you wish to cancel a custom order, please contact us as soon as possible. If work has not yet started, we may be able to cancel your order and issue a full refund. Once sketching, planning, material ordering, or production has commenced, cancellations may no longer be possible.

If we agree to cancel an order after work has started, we reserve the right to deduct reasonable costs incurred up to that point.

Premade & Ready-to-Ship Products

If you have purchased a premade item that has not been personalised or customised, you may return it within 14 days of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • It must be returned in its original packaging where possible.

  • You must contact us before returning the item.

Unless the item is faulty or incorrect, the customer is responsible for return postage costs.

Refunds will be issued once the returned item has been received and inspected.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of:

    • The item

    • The packaging

    • The shipping label

We will assess the issue and, where appropriate, offer one of the following:

  • A replacement

  • A repair

  • A partial refund

  • A full refund

This does not affect your statutory rights under UK consumer law.

Colour & Artwork Variations

As every item is individually handcrafted and painted by hand, slight variations may occur.

Please note:

  • Colours may appear differently depending on your screen or device.

  • Small variations in brushwork, finish, or positioning are part of the handmade nature of our products.

  • These differences are not considered defects.

Customer-Supplied Reference Images

We work closely from the reference images and design requests you provide.

By placing an order, you confirm that you have the necessary rights or permission to use any images, artwork, logos, or other content you ask us to reproduce.

We reserve the right to refuse requests that infringe intellectual property rights or contain inappropriate or offensive content.

Lost Parcels

If your parcel is lost during transit, we will work with the shipping carrier to investigate.

Refunds or replacements for lost parcels will be processed in accordance with the carrier's investigation and claims procedures.

Refund Processing

Approved refunds will be issued to your original payment method.

Please allow up to 10 business days for your payment provider or bank to process the refund once it has been issued.

Exchanges

Due to the unique nature of our products, we do not generally offer exchanges.

If your item is faulty or damaged, please contact us and we will work with you to find an appropriate solution.

Contact Us

If you have any questions regarding returns or refunds, please contact us before placing your order. We aim to respond to all enquiries as quickly as possible.