Cancellations & Refunds
We know plans can change. This policy explains what happens if you need to cancel, if Daisy Dew cannot fulfil an order, or if something arrives faulty or incorrect.
1. Before payment
You can withdraw a submitted Daisy Dew plan or enquiry before we have accepted the order and taken payment. There is no cancellation charge simply for withdrawing a creative brief before a contract is formed.
2. After payment but before personalised production starts
If you ask to cancel after payment but before personalised production has started, contact us as soon as possible. We will review what work or costs have already been committed to your order.
Where no meaningful costs have been incurred, we will refund the amount due to you. If reasonable direct costs have already been incurred, for example non-recoverable specialist materials purchased specifically for your order, any deduction will be limited to a fair amount reflecting those actual losses.
We do not automatically treat every advance payment or 50% payment as non-refundable in all circumstances.
3. Once personalised or custom production has started
Daisy Dew products are personalised or made to customer specifications. For personalised/custom-made goods, the usual online change-of-mind cooling-off right does not generally apply.
If you ask to cancel after personalised production has begun, tell us immediately. We will explain the stage reached, the work completed and any materials already committed. Any refund due will depend on the circumstances and your statutory rights.
Where the order is substantially complete and cannot reasonably be resold because it has been personalised for your event, a change-of-mind refund may not be available.
4. 50% advance payments
For eligible bookings 29 or more days before the event, Daisy Dew may offer a 50% advance payment option. The remaining balance is due 28 days before the event.
The 50% advance payment reserves the order and allows us to begin committing design and production resources. It is not described as automatically non-refundable. If you cancel, any amount retained will be assessed against the reasonable losses and costs directly caused by that cancellation.
5. Short-notice bookings
Events within 28 days are handled as short-notice enquiries and are subject to availability. If Daisy Dew confirms that the order can be accommodated, full payment is required before production begins.
6. If Daisy Dew cancels
If we have to cancel an accepted order and the cancellation is not caused by you, we will refund amounts paid for goods we will not supply. We will contact you promptly and, where practical, may also offer an alternative arrangement for you to choose instead.
7. Faulty, damaged, incorrect or not-as-described goods
Personalisation does not remove your rights where goods are faulty, damaged, not as described or materially different from what was agreed.
Please contact us promptly at orders@daisy-dew.com with your order reference and details of the problem. Photographs can help us resolve a physical damage or personalisation issue quickly.
Nothing in this policy limits remedies you are legally entitled to receive for faulty or misdescribed goods.
8. Refund timing
Where we agree that a refund is due, we will process it without unreasonable delay using the original payment route where reasonably possible. The time taken for funds to appear after processing may depend on your bank or card provider.
9. How to cancel
Contact us as soon as possible and include your order reference, event date and the name used on the order.