Last updated: 21 September 2026
At The Bunny Hat, most of our products are personalised, embroidered or made to order specifically for you. Because of this, different return rules apply depending on whether an item is personalised or non-personalised.
Nothing in this policy affects your statutory rights under UK consumer law.
Personalised and Custom-Made Items
Personalised, embroidered and custom-made products are created specifically to the details supplied by you.
Because these products are made to your specification, they are not eligible for return, exchange or refund simply because you change your mind, choose the wrong size or colour, or provide incorrect personalisation details.
This includes products personalised with names, initials, dates, wording, photographs, pet images, logos or other custom details.
If you wish to cancel a personalised order, please contact us as soon as possible.
If production has not yet started, we may be able to cancel the order and issue a refund.
Once production or personalisation has started, cancellation may no longer be possible because the item has already been created specifically for you.
Non-Personalised Items
If you purchase an item that has not been personalised or custom-made, you may have the right to cancel your online order within 14 days of receiving it, subject to the applicable exceptions under UK consumer law.
After notifying us that you wish to cancel, the item should normally be returned within 14 days.
Returned items should be unused, unworn and in their original condition where reasonably possible.
Please contact us before returning an item so we can provide the correct return instructions.
Damaged, Faulty or Incorrect Items
If your order arrives:
- damaged
- faulty
- not as described
- incorrectly personalised due to an error by us
- or different from what you ordered
please contact us as soon as possible.
Where appropriate, we may ask you to provide:
- your order number
- clear photographs of the item
- photographs of the packaging
- a brief description of the problem
Once the issue has been reviewed, we will arrange the appropriate remedy, which may include a replacement, repair or refund depending on the circumstances and your legal rights.
Personalised items are still covered by your statutory rights if they are faulty, damaged or not as described.
Missing Items
If part of your order is missing, please contact us as soon as possible after delivery.
We will review the order and delivery information and, where appropriate, arrange a replacement or other suitable resolution.
Incorrect Personalisation Supplied by the Customer
Please check all names, spelling, dates, sizes, colours and other personalisation information carefully before placing your order.
We normally produce personalised items using the information submitted with the order.
We cannot usually offer a refund or replacement where an item has been correctly produced according to information entered incorrectly by the customer.
If you notice an error shortly after ordering, contact us immediately. If production has not started, we will try to update the order where possible.
Sizes and Colours
Please check product size guides carefully before ordering.
Personalised items cannot normally be returned because the wrong size or colour was selected by the customer.
Screen settings, lighting and photography may cause colours to appear slightly different from the physical product. Small differences in shade are not normally considered a fault.
Handmade and Embroidered Products
Our personalised products are individually embroidered and finished.
Minor variations in positioning, spacing or appearance can occur between items because each product is made individually.
These small production variations are normal and do not affect the quality or use of the product.
Logo and Artwork Orders
For products personalised using customer-supplied logos, photographs or artwork, we may need to simplify very small details, gradients, fine text or photographic elements so that they can be embroidered clearly.
Where a significant change is required, we may contact you before production.
Customers are responsible for ensuring they have permission to use any logo, image, artwork or other material they upload to us.
Refunds
Where a refund is agreed, it will normally be made to the original payment method.
Once we issue the refund, your bank or payment provider may take additional time to process it.
Please allow approximately 5–10 working days after the refund has been processed, although exact times depend on your payment provider.
Return Postage
If an item is being returned because it is faulty, damaged, incorrect or not as described, we will deal with reasonable return costs in accordance with your statutory rights.
For eligible non-personalised change-of-mind returns, the customer is normally responsible for the cost of returning the item unless otherwise agreed.
We recommend using a tracked postal service when returning an item.
Please do not send anything back before contacting us and receiving return instructions.
Sale and Discounted Items
Sale and discounted products have the same statutory rights as full-price products.
If a sale item is faulty, damaged or not as described, your normal consumer rights still apply.
However, personalised or custom-made sale items remain non-returnable for change of mind in the same way as other personalised products.
Exchanges
Where an exchange is appropriate, please contact us before returning the item.
Personalised products cannot normally be exchanged simply because the customer selected the wrong size, colour or personalisation.
If we supplied the wrong product or made an error in production, we will work with you to correct the issue.
Proof of Purchase
We may ask for your order number or other reasonable proof of purchase before processing a return, refund or replacement.
How to Contact Us
For returns, refunds or order issues, please contact:
The Bunny Hat
13 Cheers Drive
Speedwell
Bristol
BS5 7FQ
United Kingdom
Email: info@thebunnyhat.co.uk
Please include your order number and a description of the issue.