Refund & quality policy

Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer law.

For help, email contact@thetopbloke.co.uk.

Because your calendar is clearly personalised using your photograph and order details, the usual 14-day cancellation right for online goods purchases does not apply to it. This is the personalised-goods exception in regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

We do not ordinarily offer discretionary returns, refunds or exchanges simply because:

• you change your mind or no longer need the calendar;
• the recipient no longer wants the gift;
• you find another product cheaper;
• you order the wrong quantity or submit the wrong photograph;
• you prefer a different artistic result, where the supplied product meets its description and the legal quality standards.

The exception applies because the goods are clearly personalised, not merely because they are made after an order is placed. It does not depend on whether printing has already started.

It does not apply automatically to a non-personalised product or a separate digital-content or service contract. Any applicable cancellation rights for those purchases will be explained before purchase.

You keep your rights if the personalised calendar is faulty, not as described, not fit for purpose or not delivered as required. “Personalised” does not mean “no refunds in any circumstances”.

Personalised artwork and production preparation may begin shortly after order acceptance.

If you spot an error or want to request a change or voluntary cancellation, contact contact@thetopbloke.co.uk immediately. Include your order number and explain what you need changed.

We will try to help where reasonably possible. Once artwork creation, preparation or printing has begun, a discretionary change or cancellation may not be possible. Any agreed change, associated cost or goodwill refund will be confirmed before we proceed.

This section does not restrict cancellation or refund rights arising from a fault, non-delivery or another breach of contract. We do not deduct an artwork, administration or restocking fee from a refund where the law requires a full refund.

Personalised imagery is checked for obvious problems such as:

• significant facial-likeness failures;
• major image corruption or obvious anatomical errors;
• incorrect orientation;
• major cropping or composition problems;
• obvious production and printing defects.

Quality review reduces errors but does not eliminate normal artistic variation or replace your consumer rights.

Our photographs and transformations are humorous and exaggerated. That does not excuse an obvious production error or a product that fails to meet the description or legal standards.

Contact us as soon as reasonably possible if your calendar is damaged, faulty, incomplete, incorrect or otherwise fails to meet your order.

For a problem apparent on arrival, contacting us within 30 days of delivery helps us deal with it quickly and allows you to exercise the short-term right to reject where it applies.

The 30 days are not a blanket deadline for complaints or all remedies. You may still have rights after that period. A gift being opened later does not automatically restart the statutory period, so please check the delivered order promptly where possible.

Examples include:

• transit damage or badly torn pages on arrival;
• defective binding or missing pages;
• the wrong product, calendar year or quantity;
• printing errors, unreadable print or serious alignment problems;
• incorrect calendar dates or content compared with the agreed product;
• image-file corruption or obvious unintended anatomical errors;
• a significant likeness or personalisation error caused by our production;
• an order that has not arrived.

This list is not exhaustive. You do not need to describe a problem as “major” or “material” before your legal rights can apply.

Please provide your order number or other reasonable proof of purchase, a description of the problem and, where practical, clear photographs of the affected product.

We may ask for photographs of packaging or a shipping label where relevant to transit damage. Do not send payment-card details. We will only request information reasonably needed to assess the issue.

A receipt, original packaging, an unboxing video or photographs are not absolute conditions of a statutory remedy. If you cannot provide a requested item, tell us so we can consider other evidence.

Please contact us before posting a return so we can arrange collection or give you the correct return instructions. You do not need our permission simply to notify us that you are rejecting faulty goods. Keep the product reasonably available for inspection or collection.

Where a return is required to resolve our breach or a qualifying fault, we will bear reasonable return costs and explain the arrangements. Please avoid incurring unnecessary premium postage costs without discussing them with us. We will not make you send a statutory return to an undisclosed address at your own unreimbursed expense.

The following do not, by themselves, necessarily make a product faulty:

• small screen-to-print colour differences;
• minor colour, trimming or binding variations within reasonable print tolerances;
• expected artistic variation;
• intentionally exaggerated bodies, costumes or scenes;
• a preference for a different pose, profession, expression or hairstyle;
• limitations caused solely by an unsuitable source photograph where those limitations were clearly explained before purchase.

The product must nevertheless be of satisfactory quality, fit for any purpose agreed with us and as described.

These points do not excuse our own errors, substantial loss of recognisability caused by our production, or variations that cause the product to fail the applicable legal standards. We will consider the actual cause of a problem rather than automatically blaming the uploaded image.

Email us if your order has not arrived within the agreed delivery period. Please contact us promptly so we can investigate with the carrier.

Where we arrange delivery, we remain responsible for the goods until they come into your physical possession or that of a person you identify to receive them, other than the carrier. A different rule can apply if you independently appoint a carrier we did not offer.

We will not require you to pursue the carrier yourself or wait indefinitely for a parcel to be declared lost before exercising your rights against us.

If we miss an agreed delivery deadline, you can normally give us an appropriate additional period to deliver. If we still fail to deliver, you can end the contract and receive the refund required by law. You may be entitled to end it immediately if we refuse delivery or timely delivery was essential.

If no different delivery period has been agreed, we must deliver without undue delay and within 30 days after the contract is made. A replacement for a missing parcel will not be imposed instead of a refund where you are legally entitled to end the contract.

Please enter a complete, accurate address and postcode and contact us immediately if you discover an error.

If a problem is caused solely by incorrect details you supplied, reasonable additional delivery or production costs may be payable. We will explain any proposed cost and obtain your agreement before charging it.

There is no additional charge where the problem arose from our mistake or where charging would conflict with your statutory rights. We assess the circumstances of a disputed delivery rather than treating an address error as an automatic loss of all rights.

Please follow reasonable delivery or collection instructions and collect a parcel within the carrier's stated period where required.

If a correctly supplied order is returned solely because it was unreasonably refused or not collected, we may ask you to cover reasonable, actual redelivery costs, agreed beforehand. A new production charge will only be proposed where genuinely necessary, reasonable and lawful.

Refusing or failing to collect a personalised order does not itself create a change-of-mind cancellation right.

This does not apply where you are exercising a valid rejection or cancellation right, or where the problem was caused by us or the delivery service. Carrier conduct and the legal rules on delivery and risk still apply.

We do not provide free replacements solely for damage caused after delivery by misuse, accidental tearing or bending, water exposure, unsuitable storage or ordinary wear.

This does not exclude a remedy for an underlying fault present when supplied, inadequate durability, misleading care information or another problem for which we are legally responsible.

Where you are entitled to a refund under the Consumer Rights Act, we will make it without undue delay and, in any event, within 14 days beginning with the day we agree that you are entitled to it. We will assess claims promptly and will not delay that agreement unreasonably.

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund-processing fee. We will not require store credit instead of a monetary refund you are legally entitled to receive.

A refund on statutory rejection will include the delivery charges that must legally be refunded. Where the whole faulty order is validly rejected, this includes the original delivery charge. We bear reasonable return costs as explained above.

Where a different statutory refund deadline applies, including to non-delivery or an applicable distance-contract cancellation, we will comply with it. Payment providers may take additional time to display a refund after we have issued it; that does not extend our own legal deadline.

Email contact@thetopbloke.co.uk with your order number or other proof of purchase and a description of the issue.

The person who placed the order or a gift recipient can contact us. We may need to verify the purchase and involve the purchaser to authorise changes or arrange a refund to the original payment method.

We will investigate fairly, respond as promptly as reasonably possible and explain our proposed resolution. If you disagree, ask us to review the complaint.

If the complaint remains unresolved after our internal process, we will provide any information about alternative dispute resolution that the law requires, including whether we are obliged or willing to participate. Nothing in this process prevents you from using the courts or exercising other legal rights.

Top Bloke

Website: thetopbloke.co.uk

Email: contact@thetopbloke.co.uk

See also our Terms & Conditions.