Returns & Refunds Policy

Last updated: March 2026

Our Commitment

At NPS Caremore we take pride in the quality of everything we produce and supply. If something is wrong with your order, we want to put it right. Please read this policy carefully as different rules apply depending on whether you are a business customer or a consumer, and depending on the type of product you ordered.

Faulty or Incorrect Goods — All Customers

If your Goods arrive faulty, damaged, or materially different from what you ordered, please contact us as soon as possible:

Please include your order number, a description of the issue, and photographs where possible. We will respond within 2 working days.

Consumers — Your Legal Rights

If you are a consumer (purchasing for personal, domestic or household use) you have the following rights under the Consumer Rights Act 2015:

  • Within 30 days of delivery: if Goods are faulty, not as described, or not fit for purpose, you are entitled to a full refund. You do not need to accept a repair or replacement during this period.
  • After 30 days and within 6 months of delivery: you are entitled to a repair or replacement. If the repair or replacement is not possible or is unsuccessful, you are entitled to a full refund (or a price reduction if you prefer to keep the Goods).
  • After 6 months: you may still be entitled to a remedy, but you will need to show that the fault was present at the time of delivery.

These rights are in addition to your right to cancel non-personalised orders within 14 days (see below).

14-Day Right to Cancel (Non-Personalised Goods)

If you are a consumer ordering standard stock items that have not been personalised or customised, you have the right to cancel your order within 14 calendar days of receiving the Goods, without giving any reason, under the Consumer Contracts Regulations 2013.

To exercise this right, notify us before the 14-day period expires by email at support@npscaremore.co.uk or in writing to NPS Caremore, Whitehouse Industrial Estate, Newcastle upon Tyne, NE15 6LN.

You must return the Goods to us within 14 days of notifying us of your cancellation, in their original condition and packaging. You will be responsible for the cost of return postage, unless the Goods are faulty or not as described. We recommend using a tracked service.

Once we have received and inspected the returned Goods we will refund the price of the Goods plus our standard delivery charge within 14 days, using the same payment method you used. We may deduct an amount for any diminution in value of the Goods resulting from unnecessary handling.

Important: Personalised and Bespoke Goods

Under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b)), the 14-day right to cancel does not apply to Goods that are made to your specification or clearly personalised. This includes:

  • All printed products incorporating your artwork, text, logo or other personalisation
  • Custom stationery and branded materials
  • Any other Goods produced specifically to your order

Because personalised Goods cannot be resold, once production has commenced we are unable to offer cancellation or a change of mind refund. This is why we ask you to carefully review and approve all proofs before we proceed.

Your rights under the Consumer Rights Act 2015 are not affected by this exception. If your personalised Goods are faulty or not as described, you remain entitled to a repair, replacement or refund as set out above.

Business Customers

Business customers (purchasing in the course of a trade, business or profession) do not have a statutory right to cancel orders. Once an order has been confirmed and production has commenced, cancellation is not available without our prior written agreement.

If we agree to a cancellation, you will be liable for all costs incurred up to that point, including materials, production time and any third-party charges.

If your Goods are defective, please notify us in writing within 7 days of discovering the defect and in any event within 12 months of delivery. We will inspect the Goods and, where a valid claim is established, will at our option repair, replace or refund the Goods. Please see our Terms & Conditions for full details of our warranty provisions.

How Refunds Are Processed

Where a refund is due, we will process it within 14 days of agreeing that a refund is owed (or, for consumer cancellations, within 14 days of receiving returned Goods or evidence of return). Refunds are made using the original payment method.

Contact Us

If you have any questions about a return or refund, please get in touch: