Cancellations, returns and refunds

Personalised cards

Cards printed with your design, your logo or your people's details are made to your specification. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel does not apply to them. The same goes for chip programming and any accessory printed or made to your specification, such as a lanyard printed with your logo.

If you change your mind after paying, contact us straight away. If we have not started preparing your cards, we will try to cancel your order and refund you, but we cannot promise to.

Your rights if the cards are faulty, damaged or do not match the proof you approved are not affected. See faulty, damaged or misprinted items.

Accessories: your 14-day right to cancel

This section applies to consumers buying accessories that are not personalised, such as standard lanyards and card holders.

How long you have

You can cancel within 14 days after the day you, or someone you name (other than the delivery company), receive the items. If your order arrives in several parcels, the 14 days run from the day the last one arrives. You do not have to give a reason.

How to cancel

Tell us clearly that you want to cancel, by email to support@business.simplecard.example or by letter to Valesta Group LTD, 60 Tottenham Court Road, Suite 5062a, Fitzrovia, London, W1T 2EW, United Kingdom. Please include your order number. You can use the model cancellation form below, but you do not have to. It is enough to send your message before the 14 days end. We will confirm by email that we have received it.

Sending items back

Send the items back, or hand them to us, without undue delay and no later than 14 days after the day you tell us you are cancelling. We will tell you the returns address when we confirm your cancellation. You pay the direct cost of returning the items, unless they are faulty or not what you ordered. Please pack them carefully and keep proof of postage.

Your refund

• We refund the price you paid for the cancelled items. If you cancel everything in your order, we also refund the standard delivery charge. If you chose a more expensive delivery option than our cheapest standard option, we do not refund the difference.
• We refund you within 14 days after we get the items back, or after you send us proof that you have sent them, whichever is earlier.
• We refund you using the same payment method you used, at no cost to you.
• You may handle the items as you would in a shop to see what they are like. If they have been used or damaged beyond that, we may reduce your refund to reflect the loss in value.

Orders with cards and accessories

If your order contains personalised cards and non-personalised accessories, you can cancel the accessories as described above. The cards cannot be cancelled, but all of your rights for faulty or misprinted items still apply to them.

Faulty, damaged or misprinted items

If anything arrives faulty, damaged, incomplete or different from the proof you approved, email support@business.simplecard.example as soon as you can. Please include:

• your order number;
• which cards or items are affected and what is wrong;
• clear photos of the problem and, for damage in transit, of the packaging.

We will reply as soon as we can. If the problem is our fault, we will reprint or replace the items at no cost to you or, if you prefer or a reprint is not possible, refund you. We may ask you to send faulty items back; if so, we will pay the postage.

Consumers have these rights under the Consumer Rights Act 2015: up to 30 days after delivery you can reject faulty items for a full refund; up to six months after delivery you can ask for a repair or replacement, and if that does not work, a refund; after six months you may need to show that the fault was there on delivery. These rights apply alongside this policy and are not affected by it.

Business customers: please tell us within 14 days of delivery.

Mistakes in an approved proof: if a card is printed exactly as the proof you approved, a mistake in it (for example a misspelt name or the wrong photo) is not a printing fault. We are happy to reprint it at our normal price.

Parcels that have not arrived: if your parcel has not arrived within the expected delivery time, tell us and we will check with the delivery company.

Business customers

The 14-day right to cancel is a consumer right, so it does not apply to business customers. If you ordered accessories by mistake, contact us within 14 days of delivery and we will see whether we can take unused items back. Faulty, damaged and misprinted items are covered as described above.

How refunds are paid

We refund to the card or account you paid with, through our payment provider Stripe. We will email you when we have issued the refund. Banks usually take 5 to 10 working days to show it on your statement.

Model cancellation form

Complete and return this form only if you want to cancel. You can copy it into an email.