Refund policy
Thank you for shopping with The Carpenator Lab.
As many of our products are made to order, please read our returns and refund policy carefully before placing your order.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
Once an order has gone into production, we may not be able to cancel or amend your order.
If your order has not yet entered production, we may be able to cancel it and issue a refund.
Returns for unwanted items
As our products are printed to order, we do not usually accept returns for unwanted items once production has started, unless required by law.
This includes situations where:
- you changed your mind after the order went into production
- you ordered the wrong size
- you no longer want the item
- the item does not suit your space as expected
Please check all product details, sizing, delivery information and artwork previews carefully before placing your order.
You may have the right to cancel your order within 14 days of receiving it. If this applies, please contact us within 14 days of delivery before sending anything back. Returned items must be unused, undamaged and in their original condition.
Please do not return items without contacting us first, as we will need to confirm the correct return process.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, misprinted, or incorrect, please contact us as soon as possible so we can resolve this for you.
Include:
- your order number
- a short description of the issue
- clear photos of the item
- photos of the packaging if the item arrived damaged
Where possible, please report damage or faults within 14 days of delivery so we can investigate quickly with our production partner.
If your item is confirmed to be damaged, faulty, misprinted or incorrect, we will offer a suitable resolution, which may include:
- a replacement
- a reprint
- a refund
You will not be expected to pay for a replacement if the issue was caused by a production error, print defect, fulfilment mistake or delivery damage.
Colour and print variation
Please note that colours may appear slightly different in person compared with how they look on your screen. This can happen due to differences in monitor settings, brightness, device displays and the printing process.
Small colour variations are not usually considered faults unless there is a clear printing error or production defect.
Incorrect delivery address
Please make sure your delivery address is correct before placing your order.
If an incorrect or incomplete delivery address is provided, we may not be able to refund or replace the order once it has gone into production or been dispatched.
If you notice an address mistake, contact us immediately at:
We will do our best to update it before production or dispatch, but this cannot be guaranteed.
Lost or delayed orders
If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate this with our fulfilment partner and/or courier.
If an order is confirmed as lost in transit, we will arrange a suitable resolution, which may include a replacement or refund.
How refunds are processed
Approved refunds will be issued back to your original payment method.
Please allow time for your bank, card provider or payment provider to process the refund after it has been issued.
Return postage
If you are returning an unwanted item where a return is accepted, you may be responsible for the return postage cost.
If the return is due to a fault, damage, incorrect item or production issue, we will advise you on the next steps and you will not be left out of pocket for a confirmed error.
Contact us
For any return, refund or order issue, please contact:
The Carpenator Lab
contact@thecarpenatorlab.com
Please include your order number so we can help you as quickly as possible.
This policy does not affect your statutory rights.