Returns and Refunds

This policy applies to orders placed on obzcura.com with OBZCURA (“we”, “us”). Full business details are set out in our Terms of Sale.

We deliver to, and accept returns from, the United Kingdom only. Nothing in this policy affects your legal rights as a consumer.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel most online orders without giving a reason.

• You have 14 days to tell us you are cancelling. That period starts the day after you (or someone you nominate) receive the goods. Where an order is delivered in several parts, it starts the day after you receive the last item.
• You then have a further 14 days to send the goods back from the day you tell us you are cancelling.
• You can cancel as soon as you place the order — you do not have to wait for delivery.

Returned items must be sent back in a condition that allows resale: unworn, unwashed and with tags and packaging intact. You may examine and try on an item as you would in a shop. If you handle goods more than is necessary to do that, we may reduce your refund to reflect the loss in value.

Choose whichever is easiest — both are accepted and both are free to use:

• Email: support@obzcura.com with your order number, the items concerned, and whether you are cancelling the whole order or part of it.
• Contact form: our contact page — select your order and tell us you are cancelling.

You may use the wording below if you prefer a formal notice. You are not required to use it — any clear statement that you are cancelling is enough.

“I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Order number: [order number].”

We will acknowledge your cancellation by email and confirm the return address before you post anything back.

• Change of mind (cancellation): you pay the cost of returning the goods to us. We recommend a tracked service — you are responsible for the parcel until it reaches us.
• Faulty, damaged, misdescribed or wrong item sent: we pay. We will provide a prepaid label or refund your reasonable postage costs.
• Original outbound delivery: refunded when you cancel a whole order, at our standard delivery rate. If you paid for an upgraded delivery service, we refund the standard rate only.

• Refunds are issued to the original payment method. We cannot refund to a different card or account.
• We refund within 14 days of receiving the goods back, or within 14 days of you providing proof that you have sent them, whichever is earlier.
• Where you cancel before dispatch, we refund within 14 days of you telling us you are cancelling.
• Your bank or card provider may take a few additional working days to show the money in your account.

We do not charge restocking or administration fees. Any deduction is only ever for loss in value caused by handling beyond what is necessary to inspect the item, and we will explain it in writing before deducting.

The 14-day cancellation right does not apply to goods that are made to your own specification or are clearly personalised — for example a print of artwork you supply, or bespoke text you choose. This is the narrow exception at regulation 28(1)(b) of the 2013 Regulations.

This exception is narrow, and we apply it narrowly. Our standard catalogue pieces are produced after you order (print on demand), but they are made to our own specification from a fixed set of options such as size and colour — not to yours. Those items keep the full 14-day right to change your mind, and we do not treat them as exempt simply because production begins after checkout.

How we handle this fairly:

• We tell you clearly on the product page and again at checkout when an item is personalised to your specification, before you pay.
• You may still change or cancel a personalised order free of charge until we begin production. Email us as soon as possible and we will confirm the status.
• Once production of a personalised item has started, that item can no longer be cancelled for change of mind. Standard catalogue items are unaffected and keep the 14-day right.
• Your statutory rights are unaffected. If a personalised item arrives faulty, damaged, of unsatisfactory quality, or not as described, you have the same remedies as for any other item — see below.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. These rights sit alongside, and are not replaced by, anything else in this policy.

• Within 30 days of delivery: you have the short-term right to reject faulty goods and receive a full refund.
• After 30 days and within 6 months: you can ask for a repair or replacement. If that is not possible or does not resolve the issue, you can claim a refund, which may be reduced to reflect use.
• Up to 6 years (5 years in Scotland): you may still have a claim for goods that were faulty when supplied.

To report a problem, email support@obzcura.com with your order number and photographs where relevant. Reporting damage promptly helps us resolve it faster and helps us claim against the carrier, but you do not lose your legal rights if you report a fault later — there is no 48-hour cut-off on faulty goods.

We do not charge you postage on faulty, damaged or incorrectly supplied items.

We do not operate an automatic exchange service. If you need a different size or colour, cancel the item under your 14-day right for a refund and place a new order. If stock is limited, email us first and we will tell you what is available before you return anything.

Email support@obzcura.com with “Complaint” and your order number in the subject line. We aim to acknowledge within 2 working days and to resolve within 14 days.

You can also get free, impartial advice from Citizens Advice (0808 223 1133 or citizensadvice.org.uk). You keep the right to bring a claim in the courts of England and Wales, or of the UK nation where you live.