As a consumer purchasing custom-made or personalised goods, you are entitled to certain rights under consumer law. These rights aim to safeguard your interests and ensure fair treatment throughout the ordering process, from placing the order to receiving the final product.

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1. Clear and Transparent Information

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Before placing an order, you have the right to receive clear and comprehensive information about the product, including:

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• A detailed description of the goods, including materials, specifications, and any limitations.

• The total cost of the product, including any applicable taxes, delivery charges, and additional fees.

• The estimated delivery time and any potential delays (currently 5-7 working days).

• The cancellation and returns policy, including the timeframe and procedures for cancelling or returning the product.

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2. Quality and Fitness for Purpose

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The custom-made or personalised goods you receive should meet the standards of satisfactory quality, as agreed upon at the time of ordering. This means the product should:

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• Be free from defects or faults.

• Match the agreed-upon specifications and descriptions.

• Be fit for the purpose intended, whether for personal use, gifting, or display.

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3. Right to Cancel, Exchange and Return

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Unfortunately due to the nature of our products (being personalised), we are unable to accept cancellations. We aim to start work on your personalisation as soon as possible after you check-out. This enables us to process and deliver your order to you in a timely manner. We therefore ask you to double check all personalisatons before checking out as we cannot accept responsibility for customer mistakes or typos.

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We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This EXCLUDES personalised or custom made to order items, unless faulty.

To report a faulty item you must contacted us within 24 hours of receipt. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. This way we can assess the issue and respond in a timely manner. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, in its original packaging. Personalised items are not eligible for return/exchange unless they are faulty. We will also require proof of purchase.

To discuss any issues you can contact us at enquiries@roccobear.co.uk and we do our utmost to assist you. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

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Items that we are unable to replace due to stock issues will be refunded as a gift card.

 

​4. Fair Trading Practices

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You are protected from unfair trading practices, such as misleading advertising, hidden charges, or pressure sales tactics.