Because every map is made to order, the usual 14-day cancellation right doesn't apply, and we can't offer returns or exchanges on personalised items — unless they arrive damaged or with a printing or manufacturing defect. This lets us keep the quality and uniqueness of every item we create for you.
This exception is supported by consumer law: the usual 14-day cancellation right does not apply to goods made to the consumer's specifications or clearly personalised (regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).
Damaged or faulty items
If your item arrives damaged or with a printing or manufacturing defect, contact us at info@stars.co.uk within 30 days of delivery. To help us resolve the issue quickly, include in your message:
- Your order number.
- Clear photos of the product and the packaging.
- A detailed description of the problem.
After reviewing the case, we'll offer you a free replacement or a full refund, as appropriate. Your satisfaction matters to us and we'll work to ensure a fair resolution.
Digital files
The digital file is supplied immediately after purchase. Because you ask for immediate access when ordering, the 14-day cancellation right does not apply once the download is available (regulation 37 of the Consumer Contracts Regulations 2013). If the file is faulty or can't be opened, write to us at info@stars.co.uk and we'll send you a new one or refund you.
Order cancellations and changes
Cancellations are only possible before the order enters production. Once production of the personalised item has started, we can't stop the process or issue a refund. If you need to cancel or change your order, write to info@stars.co.uk immediately after placing it: we'll do everything we can to accommodate your request if the order hasn't entered production yet.
Refunds
Refunds, where due, are issued to the same payment method used for the purchase, within a maximum of 14 days from confirmation of the refund. The time it takes to appear in your account may vary depending on your bank.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty, not as described or not of satisfactory quality.