Refund policy
Refunds, deposits and what happens if something is wrong
Everything we make is made to your artwork, one order at a time. That shapes how refunds work — and we have tried to keep it simple and fair in both directions.
How long it takes
| We reply to a refund request | Within 2 working days |
| We confirm the refund | Within 2 working days of us agreeing it |
| Money back in your account | Within 7 working days of the refund being confirmed |
The short version
We ask for 50% up front and 50% before we ship. The first half is fully refundable until the moment we start production. After that it covers materials we have already bought and cut.
Once you have approved the finished photos and paid the balance, the goods are yours and the order is complete. If they arrive wrong, we fix it.
Before production starts — full refund
You can cancel for any reason before we begin production and we refund the deposit in full. No explanation needed.
We will tell you clearly when production starts, so you always know which side of this line you are on.
After production starts — deposit is not refundable
Your artwork is already printed and cut by then. We cannot resell a charm with your drawing on it to anybody else.
This is why the deposit exists. If you cancel after production has started, we keep the deposit and you owe nothing further.
If the fault is ours
If the goods do not match the sample or proof you approved — wrong size, wrong colour, printing defect, wrong quantity, damaged in transit — we will reprint them, or refund you in full. Your choice.
Tell us within 14 days of delivery. Send photos of what arrived and, if you can, of the packaging. We will not ask you to prove anything unreasonable.
If the finished goods are the wrong colour
Screens and print are different things. We match to the sample you approved, not to what your monitor showed. If colour accuracy matters for your design, ask for a physical proof before production and we will send one.
What we cannot refund
Artwork errors in a file you approved — a misspelling, a stray line, low resolution we warned you about, an outline that cuts differently than you pictured.
Design choices you changed your mind about after production started.
Normal variation between pieces, which is inherent to cutting and printing.
How refunds are paid
By the same method you paid with, within 7 working days of us agreeing the refund. Payment provider fees and currency differences are outside our control and may not come back to you in full.
Your statutory rights
If you are a consumer in the EU or UK: personalised and made-to-order goods are exempt from the 14-day right of withdrawal, because they cannot be resold. Nothing in this policy removes any right your local law gives you that cannot be waived.
How to start a refund
Email patterntotem@outlook.com with your order number and what went wrong. We reply within 2 working days.
Language
These terms are published in English. Translations are provided for convenience only; if a translation conflicts with the English version, the English version governs.