Refund policy
We have a 28-day return policy, which means you have 14 days after receiving your item to request a return and a further 14 days within which to return it.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. The initial delivery charge will not be refunded in the case of forced returns, such as non-payment of import duties and/or taxes and occasions where delivery has been attempted but the recipient was unavailable.
To start a return, you can contact us at info@stencilup.co.uk If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Alternatively, you can log in to your customer account to manage your return.
Our returns address is
Stencil Up
17 Oak Lane
Babraham
Cambridge
CB22 3UY
Returns received outside of the 28 day returns window will receive a store credit paid for one year from the date of issue. Please ensure you are logged in to your customer account using the same email that you purchased with in order to redeem your credit.
You can always contact us for any return question at info@stencilup.co.uk
Customs and import duties
Please be aware that non UK customers might be subject to import duties and customs fees. Please account for this prior to placing your order.
All customs fees, taxes and any other additional costs associated with non UK purchases are the responsibility of the buyer. These fees are not included in the cost of the order or shipping fee.
If you are unsure of the applicable taxes and customs fees that are relevant to your purchase, we recommend contacting your local customs office for advice.
Stencil Up are not responsible for any additional taxes and customs charges that are requested during the shipment of your order. We do not offer refunds for these costs.
If an order is refused by a customer due to customs fees, the parcel will be held and then be abandoned if the fees are not paid in this time. We are not responsible for the handling or disposal of an abandoned order. If the parcel does get returned to us a restocking fee of 10% applies and the original delivery charges will not be refunded.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include a photograph.
Exceptions / non-returnable items
Certain types of items cannot be returned, like wooden adhesive panels since these are cut specifically to your order and therefore cannot be resold.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.