Returns & Refunds Policy
For tcboo.shop
Operated by Spinney Yarns Ltd t/a tcboo.shop
Last Updated: 23 Aug 2026
1. Overview
This Returns & Refunds Policy explains the terms relating to returns, refunds, replacements, cancellations, and faulty goods purchased through tcboo.shop.
This policy applies to:
- Stock products
- Personalised products
- Print-on-demand products
- Business orders
- Wholesale or promotional orders
By placing an order with tcboo.shop, customers agree to the terms outlined below.
2. Stock Product Returns
Consumers purchasing standard stock products online may cancel their order without giving a reason.
Customers must inform us that they wish to cancel within 14 days beginning the day after the goods are received.
Cancellation requests should be sent to:
After notifying us, customers must return the goods within a further 14 days.
Customers may inspect products as they reasonably would in a shop. We may make an appropriate deduction from the refund if the value of the goods has been reduced by handling beyond what is reasonably necessary to establish their nature, characteristics and function.
Goods should be returned in suitable protective packaging. Original packaging should be used where reasonably possible, but its absence does not automatically remove a customer’s cancellation rights.
Return-shipping costs are explained in Section 7.
These cancellation rights are separate from the customer’s statutory rights where goods are faulty, damaged, incorrect or not as described.
3. Personalised, Bespoke & Print-on-Demand Products
The statutory right to cancel for a change of mind does not normally apply to goods that are:
• Made to the customer’s specifications
• Clearly personalised
• Printed with customer-supplied names, wording, images, logos or artwork
• Manufactured to a bespoke design approved by the customer
This exception may include products customised with:
• Names
• Logos
• Business or event branding
• Uploaded artwork or photographs
• Custom wording
• Bespoke graphics
A product is not automatically exempt from cancellation merely because it is manufactured after an order is placed. The exemption applies where the product is genuinely made to the customer’s specifications or clearly personalised.
Personalised and bespoke products remain covered by statutory rights where they are faulty, damaged, incorrectly supplied, not as described or do not match the approved specification.
Where a product has been printed accurately from customer-supplied or customer-approved content, we are not responsible for errors contained in that approved content, including:
• Spelling or grammar errors
• Incorrect names, dates or wording
• Low-quality customer-supplied images
• Layout or positioning specifically approved by the customer
This does not exclude responsibility for manufacturing defects, our own errors, substantial differences from an approved proof or any other matter for which we are legally responsible.
4. Artwork & Intellectual Property Responsibility
Customers submitting:
- Logos
- Images
- Artwork
- Brand assets
- Photographs
- Designs
- Custom wording
confirm they:
- own the rights to use submitted content; or
- have permission from the legal rights holder.
Customers accept responsibility for any:
- copyright claims
- trademark disputes
- patent infringements
- intellectual property disputes
arising from submitted materials.
tcboo.shop reserves the right to refuse or cancel any order containing material considered:
- offensive
- obscene
- discriminatory
- defamatory
- unlawful
- hateful
- inappropriate for production
If production has already begun before an issue is identified, costs already incurred may remain chargeable.
5. Order Cancellation
Stock Products
Consumers may cancel an order for a standard stock product at any time before delivery and for 14 days beginning the day after delivery.
If the order has already been dispatched, the customer must follow the return procedure in Sections 2 and 7.
Personalised, Bespoke or Custom Orders
Customers should contact us immediately if they wish to cancel a personalised, bespoke or custom order.
Where production has not started, we will try to accept the cancellation.
Once artwork preparation, printing, cutting, manufacturing or another bespoke production process has begun, cancellation may no longer be possible. Where cancellation is accepted after work has started, reasonable costs already incurred may be deducted where permitted by the contract and applicable law.
The statutory change-of-mind cancellation right does not normally apply to goods made to the customer’s specifications or clearly personalised.
Nothing in this section limits the customer’s rights where goods are faulty, damaged, incorrectly supplied, not as described or otherwise fail to meet legal requirements.
6. Faulty, Damaged or Incorrect Orders
If an order arrives faulty, damaged, defective, incorrect or not as described, customers should contact:
Customers should contact us as soon as reasonably possible and provide:
• The order number
• A description of the problem
• Photographs of the product
• Photographs of the packaging where relevant
• Details of any missing or incorrect items
• Relevant delivery or courier information
We may ask customers to retain the product and packaging while we investigate.
Depending on the circumstances and the customer’s legal rights, the available remedy may include:
• Repair
• Replacement
• Redelivery
• Price reduction
• Partial refund
• Full refund
Any remedy will be provided in accordance with applicable consumer law. It will not depend solely upon our discretion.
Where the goods are faulty, damaged in transit, incorrectly supplied or not as described because of something for which we are responsible, we will bear the reasonable cost of return.
Nothing in this section limits or replaces the customer’s statutory rights.
7. Return Shipping
Before returning a product, customers should contact accounts@tcboo.co.uk for the correct return address and reasonable return instructions.
Change-of-Mind Returns
Where a consumer cancels an eligible standard stock order because they have changed their mind, the customer is responsible for the direct cost of returning the goods, unless we agree otherwise.
Faulty, Damaged or Incorrect Goods
Where goods are faulty, damaged, incorrectly supplied or not as described, we will bear the reasonable cost of return where required by law. We may provide a return label, arrange collection or reimburse reasonable return-postage costs.
Customers should use suitable protective packaging. A tracked service is recommended, but customers may use another reasonable return method.
Where a customer independently arranges a return, responsibility for loss or damage during the return journey will be determined in accordance with applicable law and the circumstances of the return.
Nothing in this section limits the customer’s statutory rights.
8. Refund Processing
Refunds will normally be issued to the original payment method unless another method is expressly agreed.
Change-of-Mind Cancellations
For an eligible cancellation, the refund will include:
• The price paid for the returned goods
• The cost of our least expensive standard delivery option offered for the order
Any additional amount paid for express, premium or enhanced delivery does not have to be refunded beyond the cost of standard delivery.
We may withhold the refund until we have received the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first.
The refund will be issued without undue delay and no later than 14 days after that point.
A reasonable deduction may be made where handling beyond what is necessary to inspect the goods has reduced their value.
Faulty or Incorrect Goods
Where the customer is legally entitled to a refund because goods are faulty, damaged, incorrectly supplied or not as described, the refund will be made without undue delay and within the applicable legal timescale.
Reasonable return costs and relevant delivery charges will also be refunded where required by law.
After we issue a refund, banks and payment providers may require additional time to display it in the customer’s account.
9. International Orders
We may accept orders for delivery to selected international destinations.
International orders may be subject to:
• Customs duties
• Import taxes
• VAT or GST
• Clearance fees
• Local handling charges
• Destination-country restrictions
Unless these charges are collected at checkout or we state otherwise, the recipient is normally responsible for paying them.
Customers must provide accurate delivery and customs information and must not knowingly order products prohibited at the destination.
Where a parcel is refused, abandoned, unclaimed or returned because the customer or recipient has not paid applicable import charges or has supplied inaccurate information, reasonable outward, return and handling costs may be deducted from any refund where permitted by law.
We remain responsible for our own errors and for providing remedies required by applicable consumer law.
Nothing in this policy removes any mandatory consumer rights that apply in the customer’s country.
10. Cruise Ship, Resort & Temporary Destination Deliveries
Orders may be delivered to:
• Cruise ships or terminals
• Ports
• Resorts or hotels
• Conferences or event venues
• Wedding venues
• Temporary accommodation
Customers must provide complete and accurate:
• Recipient details
• Booking or reservation references
• Ship or venue information
• Arrival and departure dates
• Delivery instructions
• Contact information required by the venue
Customers should confirm that the destination accepts parcels and that sufficient time is available for delivery.
Where delivery fails because customer-supplied details are inaccurate, the recipient has departed, a vessel has sailed or the venue refuses a correctly addressed parcel, the customer may be responsible for reasonable redelivery, return or handling costs.
Where we arrange delivery, goods remain at our risk until they come into the physical possession of the customer or a person identified by the customer to receive them, except where the customer independently arranges a carrier not offered by us.
Nothing in this section limits the customer’s statutory rights or our responsibility for our own errors.
11. Currency & Exchange Rate Disclaimer
Refunds will be issued in the transaction currency and for the amount due under this policy and applicable law.
Where the original payment method involved currency conversion, the amount shown in the customer’s local currency may differ because of:
• Exchange-rate movements
• Conversion rates applied by the customer’s bank
• International payment-processing charges
• Third-party banking fees
We do not deduct currency-conversion losses from the refund owed by us. However, we are not responsible for exchange rates or separate fees imposed by the customer’s bank, card issuer or payment provider.
12. Delivery Delays & Transit Times
Domestic and international delivery dates are estimates unless a specific delivery date has been expressly agreed.
Delivery may be affected by:
• Customs inspections
• Severe weather
• Transport or carrier disruption
• Seasonal demand
• Port congestion
• Security checks
• Industrial disputes
• Events outside our reasonable control
If an order is significantly delayed, customers should contact accounts@tcboo.co.uk so that we can investigate.
Delivery estimates and events outside our reasonable control do not remove any statutory right to cancel an order or receive a refund where delivery is not completed within a legally required or specifically agreed period.
13. Business, Wholesale & Promotional Orders
Orders placed wholly or mainly for business purposes may be governed by an approved quotation, purchase order, supply agreement or separate business terms.
Business customers do not receive statutory consumer cancellation rights unless applicable law expressly provides otherwise.
Custom bulk orders, approved production runs and business-specific manufacturing work may become non-cancellable once artwork preparation or production begins.
Where cancellation is accepted, the customer may be responsible for reasonable costs already incurred.
Goods must still comply with the applicable contract and any legal requirements that cannot lawfully be excluded. Nothing in this section excludes liability that cannot legally be excluded.
14. Force Majeure
Our performance may be delayed by events outside our reasonable control, including:
• Severe weather
• Natural disasters
• Pandemic disruption
• Customs intervention
• Cyber incidents
• Government restrictions
• Industrial disputes
• Transport disruption
• International conflict
• Supply-chain interruption
Where such an event occurs, we will take reasonable steps to minimise disruption and resume performance as soon as reasonably possible.
Where practicable, we will inform affected customers about a significant delay.
Nothing in this section excludes or restricts statutory rights, including any right to cancel or receive a refund where an order cannot be fulfilled within the legally required or specifically agreed period.
15. Governing Law
This policy and contracts made through tcboo.shop are governed by the laws of England and Wales.
If the customer is a consumer living outside England and Wales, this choice of law does not remove any mandatory consumer protection provided by the law of the country in which the customer normally lives.
Consumers may bring proceedings in any court available to them under applicable consumer law.
Business customers will be subject to the jurisdiction provisions contained in their applicable quotation, agreement or business terms.
16. Consumer Rights
Nothing in this policy excludes, restricts or replaces any statutory consumer rights.
UK consumers may have rights under legislation including:
• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
These rights may include remedies where goods are faulty, damaged, not as described, unfit for purpose or incorrectly supplied, together with cancellation rights for eligible distance-sale orders.
Customers living elsewhere may also have mandatory rights under the consumer-protection laws applying where they live.
Where this policy conflicts with a mandatory legal right, that legal right will apply.
17. Contact Information
For returns, refunds or customer-service enquiries, contact:
Spinney Yarns Ltd t/a tcboo.shop
Email: accounts@tcboo.co.uk
Registered office:
3 Lawyers Lane
Oadby
Leicester
LE2 5QN
United Kingdom
Company registration number: 08616062