Last updated: 13 August 2026
At NomadUK Limited, trading as NomadUK Designs, personalised products are made to order. Premade designs are pre-printed and ready to ship.
This policy explains when an order can be cancelled and what happens if a product is faulty, damaged, incorrect or not as described.
Nothing in this policy limits or replaces your statutory consumer rights.
1. Contact details
To report a problem or request a cancellation, please contact:
Email: contact@nomaduk.com
Website: https://www.nomaduk.com
Please include your order number and a clear description of your request.
2. Personalised and made-to-order products
The usual statutory right to cancel an online order within 14 days because you have changed your mind does not generally apply to goods that are made to your specifications or are clearly personalised.
This includes products printed with customer-supplied or customer-approved:
- names;
- dates;
- wording;
- photographs;
- logos;
- artwork;
- colours;
- layouts;
- other personalisation.
We therefore do not normally accept change-of-mind returns for correctly produced personalised products.
This exception does not affect your rights where an item is faulty, damaged, incorrect, misdescribed or otherwise fails to conform to the contract.
3. Cancelling before production
Please contact us immediately if you wish to change or cancel an order.
We will try to accommodate your request where production has not started. However, because orders may enter preparation or production soon after payment, cancellation cannot be guaranteed.
Where production or design work has begun, we may be unable to cancel the order. Where permitted by law, any refund may be reduced to reflect reasonable work completed, materials used and costs already incurred.
4. Customer-supplied design errors
You are responsible for checking your personalisation before ordering or approving a proof.
We do not normally provide a refund or replacement where the item has been produced correctly but the submitted or approved design contained an error, such as:
- incorrect spelling;
- an incorrect name or date;
- the wrong image;
- low image resolution;
- an unwanted part of the image;
- an incorrect product, colour or size selected by the customer;
- a layout or positioning choice that appeared in the approved design.
We may offer a discounted reprint as a gesture of goodwill, but this is at our discretion and does not constitute an admission that the product was faulty.
Where we made an error that was not present in the submitted or approved design, we will deal with it as an incorrect or faulty item.
5. Faulty, damaged, incorrect or misdescribed goods
Please contact us as soon as reasonably possible if your item:
- arrives damaged;
- has a manufacturing or printing fault;
- is materially different from the product description;
- does not match the approved personalisation, subject to reasonable printing variation;
- is the wrong product, size or design because of an error by us;
- is missing an item or component.
Please provide:
- your order number;
- a description of the problem;
- clear photographs of the full product;
- close-up photographs of the issue;
- photographs of the packaging if the item was damaged in transit.
We may request further information or ask you to return the item before confirming the appropriate remedy.
6. Your legal remedies
Products supplied to consumers must be of satisfactory quality, fit for purpose and as described.
Where goods do not meet these requirements, your legal remedies may include:
- the short-term right to reject the goods and receive a refund;
- repair or replacement;
- a price reduction;
- the final right to reject the goods.
The remedy available depends on the circumstances, including when the problem is reported and whether repair or replacement is possible and proportionate.
Where you are legally entitled to reject goods within the short-term rejection period, this period is normally 30 days beginning on the relevant date provided by law.
After that period, we may normally be entitled to offer a repair or replacement before a price reduction or final rejection, unless an exception applies.
7. Resolution options
After reviewing the issue, we may offer one or more of the following, depending on your rights and the circumstances:
- a replacement;
- a repair or correction;
- a partial refund or price reduction;
- a full refund;
- another mutually agreed resolution.
We will not restrict a statutory remedy to store credit where you are legally entitled to a monetary refund.
8. Minor variations and blemishes
Personalised printing involves production tolerances. Slight differences between the screen image, digital mock-up and finished product may occur.
A product is not necessarily faulty merely because of:
- a slight variation in colour caused by screen or printing differences;
- minor variation in positioning or scale;
- differences caused by seams, edges, curves, handles or textured surfaces;
- small manufacturing variations within normal product tolerances;
- a minor cosmetic blemish that does not materially affect the product’s appearance, use or durability.
We will assess each report fairly. This section does not exclude your rights where the overall quality is not satisfactory.
9. Garment sizes
Please check the applicable size guide before ordering.
We do not normally accept a change-of-mind return where the selected size was supplied correctly but does not fit.
A garment may qualify for a remedy if:
- we supplied a different size from the one ordered;
- its measurements fall materially outside the stated or manufacturer’s reasonable tolerance;
- it is otherwise faulty or misdescribed.
10. Used, washed or altered products
Please do not use, wash, wear, alter or dispose of an item after discovering a possible fault unless reasonably necessary to inspect it or we have agreed otherwise.
We may be unable to offer a discretionary return where an item has been used, washed or altered.
However, use or washing does not automatically remove your statutory rights where a latent manufacturing fault becomes apparent during normal use.
Damage caused by misuse, accidental damage, unsuitable washing, alteration or failure to follow care instructions is not a manufacturing fault.
11. Returning an item
Please contact us before sending anything back.
If a return is required, we will provide the appropriate return instructions and return address.
Where goods are faulty, incorrect or misdescribed and a return is reasonably required, we will pay or reimburse reasonable standard return costs.
We are not responsible for an unauthorised premium return service or other unnecessary expense.
Please obtain proof of postage when returning an item.
12. Disposal of an item
Do not dispose of an item or its packaging until we have completed our assessment.
In some cases, we may agree that a return is unnecessary and ask you to safely dispose of the product or provide reasonable evidence that it is no longer usable.
We will not require unnecessary destruction where a photograph or return would adequately resolve the matter.
13. Refunds
Where a refund is due, it will normally be issued to the original payment method unless you expressly agree otherwise.
Refunds will be processed without undue delay and within any period required by law.
Banking and payment providers may take additional time to display the refund after it has been issued.
A refund for faulty goods will include any applicable standard outbound delivery charge where required by law.
14. Lost or undelivered orders
Please contact us if tracking states that an order has been delivered but you have not received it, or if it has not arrived within a reasonable period after the estimated delivery date.
We may ask you to:
- check with members of your household;
- check any nominated safe place;
- check with neighbours;
- confirm the delivery address;
- allow time for the carrier to investigate.
Where we remain responsible for an order that has been lost in transit, we will provide an appropriate replacement or refund.
15. Incorrect or incomplete delivery address
You are responsible for checking the delivery address before submitting your order.
If an order is returned or lost because the address supplied by you was incorrect or incomplete, we may ask you to pay reasonable additional delivery or reproduction costs.
We will not charge you for an addressing error made by us.
16. Standard non-personalised products
If we sell a standard product that has not been personalised or made to your specification, you may have a statutory right to cancel the order without giving a reason.
Where that right applies, the cancellation period will normally expire 14 days after the day on which you, or a person nominated by you, receives the goods.
You must inform us clearly that you wish to cancel. Further return instructions will then be provided.
Any applicable deduction for handling beyond what is necessary to inspect the product will be made only as permitted by law.
17. Contacting us
Email contact@nomaduk.com and provide:
- your order number;
- your name;
- details of the problem;
- relevant photographs;
- the resolution you are requesting.
We aim to respond promptly during normal business hours.