Returns & Refunds Policy

Last updated: 11/09/26

We want you to be happy with your purchase. This policy explains your rights if you change your mind, receive something faulty or damaged, or receive the wrong item.

Nothing in this policy affects your statutory rights under UK consumer law.

Change of mind and cancellation

If you purchase goods from us online, you generally have the right to cancel your order without giving a reason.

You have 14 days from the day after you receive the goods to tell us that you wish to cancel. Once you have told us, you normally have a further 14 days to return the goods to us.

Please contact us at info@properparty.store before returning an item so that we can provide the correct return address and instructions. This is particularly important because some products may be dispatched directly from our suppliers.

You are responsible for the direct cost of returning goods unless the item is faulty, damaged, incorrect or otherwise not in conformity with the contract.

You may handle goods to the extent necessary to establish their nature, characteristics and functioning, in the same way you would be able to in a shop. If an item has been handled beyond this and its value has been reduced as a result, we may be entitled to make a deduction from your refund where permitted by law.

Refunds

When you cancel an order in accordance with your statutory cancellation rights, we will refund the payments we have received from you, including the cost of our standard delivery service.

If you selected a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option available.

We will normally issue your refund within 14 days of receiving the returned goods, or, where applicable, within 14 days of you providing evidence that the goods have been returned.

Refunds will normally be made using the original payment method.

Print-to-order products

Some of our products may be produced or printed after you place your order.

Being produced or printed to order does not, by itself, remove your statutory cancellation rights.

However, goods that are genuinely personalised or made to your specifications may be exempt from the statutory right to cancel.

Where a product is personalised or made specifically to your requirements, this will be made clear in the relevant product information where applicable.

Personalised and custom-made products

Personalised or custom-made goods may not be eligible for cancellation where they have been made to your specifications or are clearly personalised.

This exemption does not apply simply because an item is held or produced after an order is placed.

Your statutory rights remain unaffected if a personalised or custom-made item is faulty, damaged or not as described.

Hygiene-sensitive items

Where an item is supplied in sealed packaging for health protection or hygiene reasons, your 14-day cancellation right may be lost once that seal has been broken.

This may include certain personal-wear or hygiene-sensitive products where they are supplied with an appropriate hygiene seal or protective packaging.

If an applicable hygiene seal remains intact, the item may still be eligible for cancellation in accordance with this policy.

This does not affect your rights if an item is faulty, damaged or not as described.

Faulty, damaged or incorrect items

If your item is faulty, damaged on arrival, not as described or you have received the wrong item, please contact us as soon as possible at info@properparty.store.

Please provide your order number and, where appropriate, photographs of the item and packaging. This helps us investigate the issue and arrange the most appropriate solution.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

If goods are faulty or otherwise do not conform to the contract, you will not normally be responsible for the reasonable cost of returning them.

Items that have been used or damaged

You may inspect goods in the same way that you would reasonably be able to in a shop.

If you cancel your order but have handled or used the goods beyond what is necessary to establish their nature, characteristics and functioning, we may make a deduction from your refund to reflect any resulting reduction in value, where permitted by law.

This does not affect your statutory rights where the goods are faulty or otherwise do not conform to the contract.

Orders that have not arrived

If your order has not arrived within the estimated delivery window, please contact us at info@properparty.store and we will investigate with the relevant courier or supplier.

Your statutory rights regarding delayed or failed delivery are not affected by our estimated delivery times.

How to request a return or cancellation

To request a cancellation, return or refund, please email:

info@properparty.store

Please include:

• Your full name

• Order number

• The item(s) concerned

• The reason for contacting us, where relevant

• Photographs if the item is faulty, damaged or incorrect

We will then provide the appropriate instructions.

Please contact us before returning an item so that we can provide the correct return address. Sending an item to an incorrect address may delay your return or refund.

Contact

Proper Party
Trading name of M/O Entertainment Limited
Company No. 14960677
VAT No. 474256181

Email: info@properparty.store

Nothing in this policy limits or excludes any statutory rights you have under UK consumer law.