Returns & Refunds Policy

The short version

You have 14 days from delivery to change your mind, and we'll repair, replace, or refund anything that arrives damaged or faulty at our cost. If something isn't right, we'll make it right.

Your right to cancel (change of mind)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your flag, for any reason, without penalty.

  • To cancel, email MarkFlags@outlook.com with your order number and let us know you'd like to return your flag. No forms, no interrogation.
  • Once you've told us, you have a further 14 days to send the flag back to us. We'll provide the return address when you get in touch.
  • The flag should be returned unused and in a resaleable condition, ideally in its original packaging (or packaging equally protective — remember these are heavy timber pieces, and you're responsible for the flag until it reaches us, so pack it well and use a tracked service).
  • Return postage for change-of-mind returns is paid by you. We recommend keeping proof of postage.
  • You can also cancel before dispatch for an immediate full refund — since each flag is made to order, the earlier you tell us, the simpler it is.

Refund timing

Once we receive your return (or proof of postage, where applicable), we'll process your refund within 14 days, back to your original payment method. That includes the original outbound shipping cost — which for UK orders was free anyway. We may reduce the refund if the flag has been handled beyond what's needed to inspect it (e.g., mounted on a wall and taken back down with visible wear).

Damaged, faulty, or not as described

The Consumer Rights Act 2015 applies to everything we sell. If your flag arrives damaged, develops a fault, or isn't as described:

  • Within 30 days of delivery, you're entitled to a full refund. In practice we'll offer you the choice of a refund, a free replacement, or a repair — whichever you prefer.
  • After 30 days, we'll repair or replace first; if we can't put it right, you're entitled to a refund.
  • Return postage for faulty items is always on us. We'll email you a prepaid label or arrange collection — you'll never be out of pocket for something that's our fault.

Exchanges

Want a different size or flag design? Email us within 14 days of delivery and we'll arrange an exchange. Because every flag is made to order, your replacement enters the production queue (7–14 business days) once your return is on its way back.

Sale items

Items bought during promotional periods (including the Summer Sale) carry exactly the same return and refund rights as full-price items.

Questions

Anything unclear, or a situation not covered here — email MarkFlags@outlook.com and a human will sort it out. Usually Mark.