Returns & Refunds

Because every deck is custom-made with your unique artwork, our products are classified as personalised goods. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised items are exempt from the standard 14-day cooling-off period.

What this means: Once your deck has been approved and sent to print, you cannot return it simply because you have changed your mind. This is because each deck is uniquely created and cannot be resold.

If you believe your consumer rights have been affected, we recommend seeking independent legal advice or contacting Citizens Advice at citizensadvice.org.uk.

We give you every opportunity to make sure you are happy with your cards before they go to print:

• After your cards are generated, you receive an email with a link to review every card in your deck
• You can regenerate any card that has problems
• Your deck is only sent to print after you explicitly approve it
• If you are not happy at the preview stage, contact us at hello@playingcards.ai and we will work with you to get the artwork right

We stand behind the quality of our printing and will reprint and reship your deck at no cost if you receive:

• Damaged cards — bent, torn, or defaced during shipping
• Print defects — misprints, ink smudges, significant colour issues, blurred images
• Missing cards — incomplete deck
• Wrong item — you received someone else's order

Full refunds are issued for:

• Orders cancelled within 1 hour of purchase, before production begins
• Lost shipments not recovered within 30 days of dispatch
• Defective products where a replacement is not possible or practical
• Duplicate charges

Partial refunds (50%) may be offered if:

• You are unsatisfied with the artwork quality (after exhausting regeneration options)
• There are significant shipping delays (more than 21 days past the estimated delivery date)

Refunds are not available for:

• Change of mind after production has started
• Incorrect delivery address provided by the customer
• Customs delays or import duties
• Minor colour variations between screen preview and printed cards (inherent to the printing process)

1. Contact us at hello@playingcards.ai within 14 days of receiving your order
2. Include your order number and clear photographs showing the issue
3. We will review your request and respond within 48 hours
4. If approved, we will either reprint and reship at no cost, or issue a refund to your original payment method

• Approved refunds are processed within 5–10 working days
• Refunds are returned to your original payment method (via Stripe)
• You will receive an email confirmation when your refund has been processed

If you have a complaint or dispute, please contact us first at hello@playingcards.ai. We are committed to finding a fair resolution for every customer.

If we are unable to resolve your complaint, you may wish to use the EU/UK Online Dispute Resolution platform or contact your local trading standards office.