Refunds and Cancellations

Cancellations

You have a legal right to cancel an order in respect of items which are not personalised or made to your specifications ("bespoke items") and this is set out under "Cancellations" below. If you have placed an order which is personalised, you can make a request to amend or cancel your order by contacting us as quickly as possible by emailing us at hi@whataretheoddsinsurance.com indicating your order number, which item(s) and the number of items to be cancelled, your reason for cancellation, and whether you are seeking a replacement or refund. We also ask you to give us a daytime contact telephone number.

Amending and Cancelling an Order Before Production

Definition of Amendment

Request to change personalised name on certificate, delivery contact name and/or address.

Definition of Cancellation

Request to cancel whole or part or your order.

If your personalised Policy/Product has gone into production or has been dispatched between when you place the order and when we pick up your request to amend or cancel your order, then we will be unable to amend or cancel the order. We do not work weekends or bank holidays, therefore if you have made a request to amend or cancel your order during this period we will pick up your request when we start the next working day, and will always try to notify you that day if your request was successful. However, we do experience high volumes of customer contact which can delay our response and action to your support request.

PLEASE NOTE - WE CANNOT GUARANTEE THAT WE WILL BE ABLE TO AMEND ORDER DETAILS OR CANCEL YOUR ORDER, BUT WILL MAKE EVERY EFFORT TO MAKE YOUR REQUEST SUCCESSFUL PROVIDED THE ORDER HAS NOT ENTERED INTO PRODUCTION.

Cancelling Personalised Policy/Product

Once entered into production, unless there has been an error on our part, or the item you purchased is defective, you have no right to cancel and we cannot accept returns on 'Personalised' or 'bespoke' items, as these cannot be sold to anyone else. Our website is designed to give customers every opportunity to check all input/personalisation and addresses.

Defective Items

If you are returning an item, because of an error on our part, or because it is defective, we strive to ensure that your collection and replacement are organised immediately and shipped back out on a priority service. Please contact us within 30 days of receiving your item to be eligible for a replacement by contacting us via email at hi@whataretheoddsinsurance.com. We may reasonably ask for further details including pictures to evaluate the replacement of the defective items.