Refund policy

Returns, Refunds & Cancellations

Something wrong with your order?

If your item arrives faulty, damaged or wrong, or does not match its description, get in touch as soon as you can at info@berno.co.uk. Tell us your order number and what the problem is; sending a few photos can help us sort it out faster. We will then offer a suitable repair, replacement or refund, and where the item needs to come back to us, we will pay reasonable return costs.

Changed your mind?

Products that are not personalised can be returned within 30 days of the day you receive them. Before posting anything back, please email info@berno.co.uk within that 30-day period to let us know.

To be accepted, the item must be unused, in its original condition and packed so that it arrives safely. You pay the cost of sending it back, except where the item is faulty, damaged or not what you ordered. Items bought in a sale carry exactly the same rights and are subject to the same conditions as items bought at full price.

Once your return has been approved, please send it to: Unit 6 Hill View Studios, 160 Eltham Hill, London, England, SE9 5EA.

Personalised items

Because items made to your specification or clearly personalised are created just for you, we normally cannot accept a return or cancellation for a simple change of heart. Please review every name, date, message, image and other personalisation detail carefully before you place your order or approve a proof.

This does not take away your rights where an item is faulty, damaged or not as described, or where it does not match the personalisation details you gave us or approved.

Cancelling an order

If you need to cancel, please contact us straight away. While we have not yet started making a personalised item, we may still be able to cancel the order for you. After production has begun, a personalised order normally cannot be cancelled, unless the item is faulty or the mistake is ours.

How refunds are paid

Approved refunds go back to the payment method used for the original purchase. We aim to process them quickly, and where it applies, within 14 days of the item reaching us or of you giving us acceptable proof that you have posted it back. Please allow for the extra time your bank or card provider may need before the refund appears.

Your statutory consumer rights are not limited by anything in this policy.