Refund policy

Last updated: 6 October 2026

At Calroabi, many of our products are personalised and made especially for you. This Refund Policy explains when cancellations, returns, replacements and refunds may be available.

Personalised & Custom-Made Items

Most Calroabi products are personalised or made to your specifications. Under UK consumer law, goods that are made to a customer's specification or are clearly personalised are generally excluded from the standard 14-day change-of-mind cancellation right.

For this reason, once we have started making or engraving your personalised item, we are normally unable to accept a cancellation, return or refund simply because you have changed your mind.

This does not affect your statutory rights if an item is faulty, damaged, not as described, incorrect, or we have made an error with your order.

Checking Your Personalisation

Please check all names, dates, wording, locations, links and other personalisation details carefully before placing your order.

Where a design proof is requested, please check the proof carefully before approving it. If we produce the item exactly as approved, we may not be able to offer a replacement or refund for an error contained in the information or design you approved.

If we make a mistake when producing your item, please contact us and we will put it right.

Non-Personalised Items

If you purchase an item that has not been personalised or custom-made, you normally have the right to tell us that you wish to cancel within 14 days of receiving it.

After notifying us, you normally have a further 14 days to return the item.

The item should be returned in suitable condition. Unless the item is faulty or we have made an error, you are responsible for the cost of returning it.

Please contact us before returning anything so that we can provide the appropriate return instructions.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incorrect or significantly different from what you ordered, please contact us as soon as possible.

Please include your order number and, where possible, photographs showing the issue.

Depending on the circumstances, we will arrange an appropriate replacement, repair or refund in accordance with your statutory rights.

Cancellations and Changes

If you need to change or cancel a personalised order, please contact us as soon as possible.

If production or engraving has not yet started, we will do our best to accommodate your request.

Once a personalised item has entered production, we may no longer be able to change or cancel the order.

Refunds

Where a refund is agreed, it will normally be returned to the original payment method.

For eligible non-personalised returns, refunds will be processed after the returned item has been received or you provide evidence that it has been sent back, as applicable.

Any refund will be made in accordance with your statutory rights and the payment provider's processing times.

Returns

Please do not send an item back without contacting us first.

Contact us at info@calroabi.co.uk and include your name and order number so we can advise you on the appropriate next steps.

Your Statutory Rights

Nothing in this Refund Policy limits or removes your rights under applicable UK consumer law.

Contact Us

Calroabi Limited
Email: info@calroabi.co.uk