Refund policy

BUILT.FIXED.DRIVEN — RETURNS, REFUNDS & CANCELLATIONS

This policy applies to consumer purchases from Built.Fixed.Driven Media Ltd through builtfixeddriven.co.uk, including our BFD, Autolass and Capri merchandise.

For help, email hello@builtfixeddriven.co.uk.

1. Cancelling or changing your mind

For standard, non-personalised products purchased online, you may cancel from the time you place your order until 14 calendar days after delivery. Where products from one order arrive separately, the cancellation period ends 14 days after the last item arrives.

Tell us clearly that you wish to cancel by email or post before the deadline. Please include your name, order number and the items concerned. You do not need to give a reason.

You must send the goods back within 14 days after notifying us. Your cancellation does not depend on us approving your request.

These rights also apply to sale items and our standard designs printed after you order. Selecting a standard size or colour does not make an item personalised.

2. Returning items

Send returns to:

Built.Fixed.Driven Media Ltd
11B Woodend Mills
Oldham
OL4 5DR
United Kingdom

Please contact us for assistance before posting, include your order details inside the parcel and package items securely. Keep proof of posting; a tracked service is recommended.

Do not send returns to our printing partner or automatically use the dispatch address printed on your parcel.

For a change-of-mind return, including choosing an unsuitable size, you pay the direct return postage costs. If an item is faulty, damaged on arrival or incorrect, we will arrange a suitable return method at our expense or reimburse reasonable return costs.

3. Condition of returned goods

You may inspect products and try on clothing as you would in a shop.

Please avoid washing, wearing beyond trying on, altering or otherwise using goods you intend to return. Keep tags and original packaging where possible, although missing packaging does not automatically remove your cancellation rights.

If handling beyond what is necessary to check a product’s nature, characteristics and functioning reduces its value, we may make a proportionate deduction from your refund. We will explain any deduction. We do not charge a restocking fee.

This section does not restrict your rights concerning faulty goods.

4. Refunds for cancellations

We will refund eligible returned items without undue delay and no later than 14 days after receiving them back or receiving evidence that you have sent them back, whichever happens first.

For cancellations before dispatch, we will refund within 14 days of your cancellation notice.

If you cancel your entire order, we will refund the standard outbound delivery charge. Any additional amount paid for premium or express delivery is not refundable. For partial returns, we will refund any delivery amount required by law.

Refunds go to the original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit. Your payment provider may take additional processing time before the refund appears.

5. Faulty, damaged or incorrect products

Contact us as soon as you discover a problem. Include your order number or other proof of purchase, a description and photographs where possible. Photographs help us investigate but do not replace your legal rights.

Goods must be of satisfactory quality, fit for purpose and as described.

You normally have 30 days from delivery to reject faulty or misdescribed goods for a full refund. After this period, repair or replacement rights generally apply. A price reduction or final rejection may be available if repair or replacement is impossible, unsuccessful or not completed within a reasonable time without significant inconvenience.

Where you are entitled to a refund for faulty goods, we will issue it without undue delay and within 14 days of agreeing your entitlement.

We remain responsible for your purchase. You do not need to resolve the problem directly with our manufacturer or delivery company.

Damage caused by misuse, failure to follow appropriate care instructions or ordinary wear and tear is not itself a manufacturing fault. This does not exclude claims for goods that were defective.

6. Personalised products

Products genuinely made to your individual specifications or clearly personalised—for example, with your own name or supplied artwork—are excluded from change-of-mind cancellation rights.

Our standard catalogue designs are not treated as personalised simply because we print them to order.

Personalised products retain the same legal protections if faulty, damaged or not as described.

7. Exchanges and order changes

For a different size or colour, contact us. Our usual process is to refund an eligible return so you can place a new order. Replacement availability and delivery times may vary.

If you notice an order or address error, contact us immediately. We will try to amend it, but changes may be impossible once production or dispatch begins. This does not remove cancellation rights that otherwise apply.

8. Missing deliveries

If your order has not arrived, contact us so we can investigate and arrange the appropriate resolution. A courier investigation does not override your statutory rights.

9. Your legal rights

Nothing in this policy excludes or limits your statutory consumer rights. Where mandatory local consumer laws provide additional protections, those protections continue to apply.