Refund policy

Return & Refund Policy
Last updated: March 16th 2026

At Proactor Prints, every product is custom made to order. Because each item is personalised specifically for the customer, we have slightly different return rules compared to standard retail products.
Please read the policy below before placing your order.

Personalised Products
All of our name plaques and personalised items are made to order using the exact name entered by the customer at checkout.
Because these items are customised:
• Personalised products cannot be returned or exchanged simply because you change your mind.
• We cannot accept returns if the incorrect name was entered during ordering.
• Please carefully check spelling before completing your purchase.
This policy follows UK consumer regulations for custom-made goods.

Damaged or Faulty Items
If your item arrives damaged or defective, we will gladly resolve the issue.
Please contact us within 48 hours of delivery with:
• Your order number
• Clear photos of the item
• A photo of the packaging
Once verified, we will offer either:
• A replacement item, or
• A full refund
depending on the situation.

Incorrect Orders
If we make a mistake and the item you receive does not match the name provided in your order, we will replace the item free of charge.

Returns
Because all products are custom personalised, we do not accept returns unless the item is faulty or incorrect.
If a return is approved, the item must be returned:
• In unused condition
• In its original packaging
• Within 14 days of approval
Return shipping costs are the responsibility of the customer unless the item is faulty.

Refunds
If a refund is approved:
• Refunds will be issued to the original payment method
• Processing time is typically 3–5 business days
Shipping costs are non-refundable unless the item was faulty.
Order Changes or Cancellations
Orders begin production quickly after purchase.
If you need to change or cancel an order, please contact us within 2 hours of placing the order.
Once production begins, we cannot guarantee changes can be made.

Contact Us
If you have any questions about your order, please contact us:
Email: preactorprints@gmail.com
We aim to respond within 24 hours.