Refund policy

Last updated: 28 August 2026

Cancellations and returns

We understand that sometimes you may change your mind or something may not be right. This policy explains our additional 30-day returns offer and your statutory rights. Nothing in this policy limits the rights you have under applicable consumer law.

Our 30-day returns offer

You may request a return within 30 days after receiving an item purchased directly from our website. This commercial offer is additional to your statutory rights, including the UK right to cancel most online orders within 14 days after delivery.

For a return made under our additional 30-day offer after the statutory cancellation period has ended, the item must be unused, in a resalable condition and, where reasonably possible, in its original packaging with any tags. Please provide your order number or other reasonable proof of purchase.

Your right to cancel an online order

For most goods purchased online, UK consumers may tell us that they wish to cancel within 14 days after receiving the goods, without giving a reason. After notifying us, you normally have a further 14 days to return them.

You may inspect an item in the same way that you reasonably could in a shop. We may make a deduction from the refund where handling beyond that necessary inspection has reduced the item's value, where the law permits.

How to cancel or start a return

Please contact us using our Contact Form and choose “Order Enquiry”, or email orders@makebelieveideas.com. Include your name, order number, the item concerned and a clear statement that you wish to cancel or return it. We will confirm the next steps.

Contacting us before sending the item helps us identify and process the return. Always obtain and keep proof of posting. This returns address is different from our registered office.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the item unless we agree otherwise or applicable law requires us to pay it. If the product is faulty, damaged, misdescribed or incorrect, we will provide an appropriate return method or reimburse reasonable return costs.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged, not as described or different from what you ordered. We will assess the issue and provide the repair, replacement, refund, price reduction, collection or other remedy required by applicable law. We will not charge you the reasonable cost of returning an item where we are legally responsible for the problem.

Exceptions to change-of-mind returns

A statutory or commercial change-of-mind return may not be available for:

• personalised, bespoke or custom-made goods;
• sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once unsealed;
• digital content once supply has begun after you expressly agreed to immediate supply and acknowledged any resulting loss of the cancellation right;
• newspapers, periodicals or magazines, except subscription contracts where applicable; or
• gift cards that have been used, redeemed or cannot reasonably be cancelled.

These exceptions do not remove your rights where an item is faulty, misdescribed or otherwise does not conform to the contract.

Sale and promotional items

Sale and discounted items have the same statutory rights as full-price goods. Refunds for promotional, bundle or multi-buy purchases will reflect the price actually paid and may be recalculated where only part of a qualifying offer is returned, provided this does not reduce any mandatory right.

Exchanges

We do not normally process direct exchanges. The quickest option is usually to return the original item and place a new order once the return has been accepted. This does not affect any statutory right to a repair or replacement.

Refunds

We will tell you when we have received and processed your return. Where you exercise a statutory cancellation right, we will make the refund without undue delay and normally within 14 days after we receive the returned goods or evidence that you sent them back, whichever is earlier. Other approved refunds will be processed promptly and within any applicable legal deadline.

Refunds are normally made to the original payment method unless we agree another method. For a valid statutory cancellation, the refund includes the standard outbound delivery charge, but not any additional amount paid for a premium delivery option. Your bank or payment provider may take additional time to display the refund.

If more than 15 business days have passed since we confirmed that a refund was issued and it has not appeared, contact orders@makebelieveideas.com.

Customers outside the United Kingdom

If mandatory consumer law in the country where you live gives you more favourable cancellation, return or remedy rights, those rights continue to apply. Consumers in the European Union generally have a 14-day right to cancel qualifying distance purchases, subject to the applicable exceptions.

Product safety recalls

Product-safety recalls and corrective actions are administered under the relevant recall notice. A recall remedy is separate from our ordinary change-of-mind policy and does not remove any mandatory consumer or product-liability right. Current recall information is available from our Product Recall page.

Need more help?

Use our Contact Form or email orders@makebelieveideas.com. Our staffed hours are limited, but we will respond as soon as reasonably possible.