Refund policy

Last updated: March 3, 2026

Thank you for shopping with Olmium.

As many of our products are made to order and personalised, this policy explains your rights and our procedures regarding returns and refunds.

1. Personalised & Custom-Made Items

Because our products are made to order and personalised according to customer instructions, we do not accept returns or exchanges for personalised or custom-made items unless:

  • the item is faulty,

  • the item is damaged in transit, or

  • an error has been made on our part.

Please carefully check all personalisation details (including names, dates, spelling, text, colours and design choices) before placing your order.

We are not responsible for errors provided or approved by the customer.

2. Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • damaged,

  • faulty, or

  • personalised incorrectly due to our error,

please contact us within 48 hours of delivery at:

📧 info@olmium.com

Your email must include:

  • Your order number

  • Clear photographs of the item and packaging

  • A description of the issue

If the issue is confirmed to be our responsibility, we will offer, at our discretion:

  • A replacement item, or

  • A full refund, including original standard shipping costs

We may request the return of the faulty item before issuing a refund or replacement.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

3. Non-Returnable Items

The following items are non-returnable and non-refundable (unless faulty):

  • Personalised or custom-made products

  • Items made according to customer specifications

  • Sale or discounted items

4. Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations 2013 (UK) and EU Consumer Rights Directive, customers normally have the right to cancel an online order within 14 days of receiving the goods.

However, this right does not apply to personalised or custom-made items made to the customer's specifications.

If you purchase a non-personalised item (where applicable), you may have the right to cancel within 14 days of delivery. In such cases:

  • Items must be returned unused and in original condition

  • Return shipping costs are the responsibility of the customer

  • Refunds will be processed within 14 days of receiving the returned goods

5. Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Please allow several working days for the refund to appear in your account, depending on your payment provider.

6. Contact Us

If you have any questions regarding your order or this Returns & Refunds Policy, please contact us:

📧 info@olmium.com