Refund policy

Returns, Cancellations and Refunds

This policy applies to orders placed with PrintCraft 360 UK, a trading name of Mohamed Hossam Studio Ltd, 46 Dale Road, Plymouth PL4 6PA, United Kingdom. It sits alongside your legal rights and does not affect them.

Personalised items

Most of our products are personalised — printed with a name, date or other text that you supply at checkout. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to your specification or are clearly personalised are exempt from the standard 14-day right to cancel. This means we cannot accept returns of personalised items simply because you have changed your mind.

Please check the spelling, capitalisation and dates you enter carefully before completing your order. Your item will be printed exactly as you type it.

If you spot a mistake: email us immediately at info@mo360immersivestudio.co.uk. Personalised orders are usually sent to print within 24 hours. If your order has not yet gone to print, we will correct it free of charge.

Non-personalised items

For any item without personalisation, you have the right to cancel within 14 days of receiving it, for any reason. To cancel, email us at info@mo360immersivestudio.co.uk with your order number. You then have a further 14 days to return the item to us. Items must be unworn, unwashed and in their original condition.

You are responsible for the cost of return postage unless the item is faulty or was sent in error. We will refund the purchase price and standard outbound delivery cost within 14 days of receiving the returned item.

Faulty, damaged or incorrect items

Your rights under the Consumer Rights Act 2015 apply to every order, personalised or not. Goods must be of satisfactory quality, fit for purpose and as described.

If your item arrives faulty, damaged, misprinted, or is not what you ordered, you are entitled to a replacement or a full refund — including personalised items. You have 30 days from delivery to reject faulty goods for a full refund.

Email info@mo360immersivestudio.co.uk within 30 days with your order number and a photograph of the problem. We will arrange a replacement or refund at no cost to you, and we will not usually ask you to return the item.

Lost or delayed orders

If your order has not arrived within 14 days of dispatch, contact us and we will investigate with our fulfilment partner and either replace the order or refund it in full.

How refunds are issued

Refunds are made to the original payment method within 14 days of us accepting your return or agreeing a refund. Depending on your bank, it may take a further few working days to appear.