Refund policy

Last updated: 9 September 2020

Thanks for shopping at APG Personalised.

If you are not entirely satisfied with your purchase, we’re here to help.


You have 14 calendar days from the day of delivery to get in touch regarding returns and 30 calendar days to return an item from the day of delivery. The item must be received within 30 days of delivery to be eligible for return so must be sent prior to this to ensure it arrives on time, items shipped within 30 days of delivery but not received within this time frame may not be eligible for return. Exceptions may apply for international orders where additional time is needed to return items in this case, proof of postage within 30 days of delivery may be accepted as proof that the item was sent on time, but refunds will still not be processed until the item is received and processed by APG Personalised.

To be eligible for a return, your item must be unused and in the same condition that you received it. Custom and personalised items are not eligible for return unless they are damaged, not as described or where an error in personalisation has been made by APG Personalised. Errors by the customer do not make the item eligible for return.

Your item must be in the original packaging unless damaged, not as described or contains errors. If the item itself can be resold, we may offer to repackage the item on a case by case basis.

Your item needs to have the receipt or proof of purchase. We will normally be able to trace any orders to you via your account or email for guest orders. If you have received an item as a gift we will need the details of the original purchaser to trace the order, we may also need to contact them to accept the return or to arrange a refund.



Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within a certain amount of days, depending on your card issuer’s policies.



You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable.

If you cancel your item within 14 days, you will be refunded the full cost of your item including any shipping charges you paid in accordance with EU Legislation, this does not apply if you used a non-standard (express) delivery service. We have 14 days to issue this refund however we may delay this if we have not received the goods within this time or evidence that you have returned them.

If you choose to exchange an item, you will also be required to pay the costs of receiving the replacement item.

If we agree to replace a damaged or incorrect item, then we will pay the costs of sending the replacement item to you.

Contact Us

If you have any questions on how to return your item to us, contact us. We can be contacted via the ‘contact us’ link at the bottom of every page or via email at