Last updated 02/01/24
Thank you for your purchase! If you are not completely satisfied, you may return it to us for a refund or exchange within 30 days of receiving your order. Outside of this, we offer a 24-month warranty on cables and headphones. Please see your signed and dated warranty card for its expiry date. Most of our products are made to order and take time and effort to make. Therefore, we urge you to make sure you have chosen the correct item, before you complete your purchase. If you have any pre-sales questions, please email us at info@customcans.co.uk and we will endeavour to get back to you.
Please be aware, we are open Monday to Friday between the hours of 10 am to 4 pm GMT/BST.
RETURNS
All returns must be posted within 30 days of the date you received the item. All returned items must be in new, unused condition with the original packaging and all parts included.
RETURN PROCESS
To return an item, please place it securely in its original packaging. Please include a copy of your original order and warranty card. Please also include a note with the reason for return, and whether you would like a refund or a replacement. This speeds up the return process.
Mail your return to the following address:
Custom Cans
Attn: Returns
[ Order Number ]
33 Rodney Road
Cheltenham
GL50 1HX
UK
Please note, you will be responsible for all return shipping charges (unless otherwise agreed). We strongly recommend that you use a tracked method to mail your return. We also ask you to email us the supplied tracking number so we can confirm it has been posted.
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your refund. Please allow at least 7 days from the receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
If you have opted for a replacement, this will be shipped to you as soon as possible.
EXCEPTIONS
The following items cannot be refunded:
1 – Personalised items, such as headphones which include logos, names, or unique designs
2 – Made to order products that are not listed on the website
For defective or damaged products, please contact us at info@customcans.co.uk and we can arrange a repair or exchange. Headphones and cables have a 24-month warranty. Outside of this, we offer repairs on headphones and cables. Please contact us and we will be in touch with a preliminary repair quote.
Delivery delays
We understand that it is frustrating when an order is taking a long time to arrive. However, we cannot issue a refund on an order that is still on its way to you. We are recommended by Royal Mail to wait 20 working days before declaring a package as lost. If the tracking is still updating, despite it taking a long time, we cannot issue a refund. Please be patient and wait for your order to arrive. We can only apologise for the delay, as once the package has left our premises, any delays to deliveries are out of our control. Thank you for your understanding.
QUESTIONS
If you have any questions concerning our return policy, please email us at: