Customer information
Refund and returns policy
What to do if an item is faulty, damaged, incorrect or no longer required.
Change of mind
Tell us within 14 days of receiving most standard online purchases, then return them within the following 14 days.
Faulty items
Contact us promptly. Your rights for faulty, damaged or misdescribed goods are not limited by this returns process.
Start a return
Email us with your order number before posting anything. We will confirm the correct return address.
What can be returned?
Most unused standard products bought online can be returned after you notify us within 14 days of receiving them. You then normally have a further 14 days to send them back.
You may inspect an item as you would in a shop. Please return it securely with its supplied parts and packaging where possible. If handling beyond what is reasonably needed has reduced its value, we may make an appropriate deduction from the refund.
Discounted and sale items are covered by the same statutory rights as full-price items.
Custom work and exclusions
The change-of-mind right does not normally apply to personalised goods or products made to your specification. For CMMME, this can include bespoke 3D designs, custom prints and specially modified items.
Digital content may be excluded once supply has begun if you expressly agreed to immediate supply and acknowledged the effect on your cancellation right. A service may also be treated differently if you asked us to begin during the cancellation period.
Faulty, damaged or incorrect items
Contact us as soon as possible with your order number, a description of the problem and photographs where useful. Keep all packaging if the damage may have happened in transit.
You may have a short-term right to reject faulty goods within 30 days. After 30 days, repair or replacement is usually the first remedy, with a price reduction or refund available in appropriate circumstances if that remedy is unsuccessful, impossible or delayed unreasonably.
Where we confirm a fault or fulfilment error, we will cover reasonable return costs or provide an appropriate return method.
How refunds are handled
- Approved refunds are returned to the original payment method unless we agree otherwise.
- For eligible change-of-mind cancellations, we refund the product price and the cost of our least expensive standard outbound delivery option.
- We normally process the refund within 14 days of receiving the goods back or receiving acceptable evidence that they were returned.
- Your bank, Stripe or PayPal may take additional time to display the refund after we process it.
How to start a return
- Contact contact@cmmme.co.uk or call 01246 923183.
- Provide your order number, the item concerned and the reason for the return.
- Wait for the correct return address and instructions before sending the item.
- Package it securely and keep proof of postage. Use tracked and insured delivery where appropriate.
For delivery times, international orders and the complete terms, read our shipping and returns policy.