View Our Refund and Returns Policy

Refund and Returns Policy

Last updated: 22nd June 2026

At Layered Works, we want you to be happy with your order. This Refund and Returns Policy explains how returns, refunds, cancellations and order issues are handled.

1. General returns

If you change your mind after receiving your order, you may request a return within 14 days of delivery.

After you have told us that you wish to return an eligible item, you should return the item within a further 14 days.

To be eligible for a return:

the item must be unused and in its original condition
the item must be returned in suitable packaging
proof of purchase must be provided
the item must not fall into any of the non returnable categories listed below

Once the return is approved and received, we will inspect the item and confirm whether a refund is due.

2. Non returnable items

We may not accept returns for:

personalised products
custom made products produced to your specific requirements
custom printed items
items damaged due to misuse, incorrect fitting or improper handling
items not in their original condition where this affects resale

This does not apply where an item is faulty, damaged, incorrect or not as described.

3. Made to order products

Many Layered Works products are 3D printed, prepared or finished after an order is placed. Some products may also be printed in selected colours, sizes or variations.

Standard catalogue products that are made after ordering may still be eligible for return where required by law.

Products that are clearly personalised, custom designed, custom printed, or made to a customer’s specific requirements may not be eligible for change of mind returns unless they are faulty, damaged, incorrect or not as described.

4. Faulty, damaged or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible and ideally within 48 hours of delivery.

Please include:

your order number
a description of the issue
clear photographs of the item
clear photographs of the packaging where relevant

If the item is confirmed as faulty, damaged in transit or sent incorrectly, we will offer an appropriate remedy, which may include:

a replacement
a repair where appropriate
a full or partial refund

5. Return shipping

Unless the item is faulty, damaged or sent in error, the customer is responsible for return postage costs.

We recommend using a tracked postal service, as we cannot be responsible for returned items lost in transit.

If an item is faulty, damaged or incorrect, we will advise you on the return process and any return postage arrangements.

6. Refunds

Once your return has been received and checked, we will let you know the outcome.

Where a refund is approved, it will be processed back to the original payment method used at checkout. This may include card payments processed by Stripe, Apple Pay, Google Pay, PayPal, or any other payment provider available on the website at the time of purchase.

Approved refunds will usually be processed within 5 to 10 working days, although the time it takes to appear in your account may depend on your payment provider.

Where required by law, refunds will be issued within the applicable legal timeframe.

We reserve the right to reduce any refund where an item has clearly been used beyond what would reasonably be expected for inspection.

7. Delivery charges and refunds

Where a return is accepted for a standard change of mind cancellation, we will refund the item cost and any standard delivery charge paid where required by law.

Additional delivery charges for upgraded, express or premium delivery services may not be refundable unless the item is faulty, damaged, incorrect or not as described.

8. Cancellations

If you wish to cancel an order, please contact us as soon as possible at:

ku.oc.skrowdereyal@tcatnoc

If the order has not yet been processed, printed, customised or dispatched, we may be able to cancel it and issue a full refund.

If the order has already been dispatched, it may need to be returned in line with this policy before a refund can be processed.

Custom, personalised or made to specification products may be treated differently where the law allows.

9. How to request a return

To request a return, please contact us with:

your full name
your order number
the item ordered
the reason for return
photographs if the item is faulty, damaged or incorrect

Contact email: ku.oc.skrowdereyal@tcatnoc

10. Returns approval

Returns should only be sent after approval has been given by us via email.

Please do not send items back without contacting us first, as this may delay your return or refund.

11. Items returned to sender

If an order is returned to us because of an incorrect address, missed delivery, failure to collect, or refusal of delivery, we may contact you to arrange redelivery.

Additional delivery charges may apply before the order is resent.