Refund policy
Returns & Refunds Policy
At Above The Clouds Prints & Gifts, we take pride in the quality of our products and want you to be completely happy with your purchase.
If something isn’t quite right, we’re here to help.
Returns
We accept returns on non-personalised items within 14 days of delivery, in line with UK consumer rights.
To be eligible for a return:
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The item must be unused, in its original condition and packaging
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You must contact us within 14 days of receiving your order
To start a return, please email:
abovethecloudspg@gmail.com
Include your order number and reason for return.
Once approved, we’ll provide return instructions.
Please note:
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Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
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We recommend using a tracked service as we cannot be responsible for items lost in transit.
Personalised & Custom Items
As all personalised or custom-made products are created specifically for you, these items are non-returnable and non-refundable unless they arrive faulty or damaged.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:
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Your order number
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Clear photos of the issue
We will offer:
✔ A replacement
✔ Or a full refund
at no extra cost to you.
Refunds
Once your return has been received and inspected:
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You’ll receive confirmation by email
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Approved refunds will be processed back to your original payment method
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Refunds usually take 3–5 working days to appear, depending on your bank
Exchanges
If you’d like to exchange an item, please contact us and we’ll advise on availability and next steps.
Non-Returnable Items
The following cannot be returned unless faulty:
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Personalised/custom items
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Gift cards
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Items showing signs of use
Contact Us
If you have any questions, please get in touch:
📧 [your email here]
We aim to reply within 24 hours (Monday–Friday).
Legal Rights
This policy does not affect your statutory rights under UK consumer law.
