Refund policy

Returns & Refunds Policy

Last updated: January 2026

This Returns & Refunds Policy explains your rights and our obligations when you purchase products from Rapidity Communications Limited ("we", "us", "our"). This policy should be read alongside our Terms and Conditions.

1. Made-to-Order and Personalised Products

Most of our products are made to order and may be personalised or customised based on information, artwork, or designs you provide.

Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods that are made to order or personalised.

This means that:

  • Orders cannot be cancelled once production has started

  • Returns are not accepted for change of mind

This does not affect your statutory rights if goods are faulty or incorrect.

2. Faulty, Damaged, or Incorrect Items

If your order arrives:

  • Faulty

  • Damaged

  • Defective

  • Incorrect (not as ordered)

please contact us at talktome@rapidity.com within a reasonable time of delivery.

We may request photographs or other information to help assess the issue.

Where appropriate, we will:

  • Arrange a replacement, or

  • Issue a refund

in accordance with your statutory rights.

3. Non-Personalised Products

If a product is not made to order or personalised, you may have the right to cancel your order within 14 days of receiving the goods.

To exercise this right, you must notify us in writing within the 14-day period.

Returned items must:

  • Be unused

  • Be in their original condition

  • Be returned within 14 days of notifying us

You are responsible for return postage costs unless the item is faulty or incorrect.

4. Refunds

Where a refund is approved:

  • Refunds will be issued to the original payment method

  • Refunds will be processed within 14 days of receiving the returned goods or confirming the issue

  • Original delivery charges may be refunded where required by law

5. Items That Cannot Be Returned

We do not accept returns for:

  • Made-to-order or personalised items (unless faulty or incorrect)

  • Items damaged due to misuse or failure to follow care instructions

  • Items returned without prior contact or authorisation

6. Colour Variation and Print Tolerances

Please note that:

  • Colours may vary slightly due to screen display differences

  • Minor variations in print positioning or finish are not considered faults

These do not qualify as defects unless the product is materially different from what was ordered.

7. How to Request a Return or Refund

To request a return or refund, please contact us with:

  • Your order number

  • A description of the issue

  • Photographs where relevant

Email: talktome@rapidity.com

8. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

9. Changes to This Policy

We may update this Returns & Refunds Policy from time to time. The latest version will always be available on our website.

If you have any questions about returns or refunds, please contact us at talktome@rapidity.com.