Personalised and Customised Products
Personalised and customised products are made specifically to your requirements and may be exempt from the statutory 14-day cancellation right applicable to many online purchases where the applicable legal exemption applies.
This does not affect your statutory rights where a product is:
•    Faulty; 
•    Damaged; 
•    Not as described; 
•    Incorrectly supplied; or 
•    Otherwise does not meet the requirements of applicable consumer law. 
Non-Personalised Products
Where the statutory cancellation right applies, customers purchasing non-personalised goods online generally have 14 days from the day after receiving the goods to notify us that they wish to cancel, followed by a further 14 days to return the goods. 
You do not normally need to provide a reason for cancelling.
The goods may be handled to the extent reasonably necessary to establish their nature, characteristics, and functioning. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary.
Where a valid cancellation is exercised, we will refund the amounts required by applicable law. This generally includes the cost of standard delivery, although additional delivery charges resulting from your choice of a more expensive delivery option may not be refundable. 
Unless otherwise agreed, you will generally be responsible for the direct cost of returning goods when exercising a statutory cancellation right, provided that we have informed you of this requirement before the contract was entered into.
We will process refunds within the period required by applicable law. For cancelled goods, this will generally be within 14 days of receiving the returned goods or receiving evidence that you have returned them, whichever occurs first. 
Faulty, Damaged or Incorrect Items
We take care when preparing and packaging your order. However, if your cake topper arrives damaged, defective, incorrectly personalised due to an error on our part, or otherwise not as described, please contact us as soon as reasonably possible.
To allow us to assess the issue, please email:
thefrmstudio@gmail.com
Please include:
•    Your order number; 
•    A clear description of the issue; 
•    Clear photographs of the item; and 
•    Photographs of the packaging where relevant. 
We recommend contacting us within 48 hours of delivery wherever possible, particularly where the item has been damaged during transit. This allows us to investigate the issue promptly and, where necessary, raise a claim with the delivery provider.
The 48-hour notification period is not intended to limit, remove, or restrict any statutory rights you may have under applicable consumer law.
If the item is faulty, damaged, incorrectly supplied, or does not match your order, we will assess the issue and provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a repair, replacement, refund, or other appropriate remedy.
Consumers have statutory rights in relation to goods that are not of satisfactory quality, not fit for purpose, or not as described. Nothing in these Terms and Conditions limits those rights. 
Please do not dispose of the damaged item or its packaging until we have had an opportunity to assess the issue, as photographs or the original packaging may be required when investigating a delivery damage claim.