Refund policy

Returns & Refunds Policy – Scanimate™

Last updated: 10/04/2026

At Scanimate™, we want you to be delighted with your purchase. This policy explains your rights and how we handle returns and refunds.

1. Your Right to Cancel (UK Consumer Contracts Regulations)

If you are a UK customer, you have the right to cancel your order within 14 days of receiving your goods, for any reason.

  • You then have a further 14 days to return the item to us
  • Items must be unused and in their original condition

To cancel your order, please contact us at: [Insert Email Address]

2. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Personalised or custom-made cards (e.g., cards with custom messages or designs)
  • Items that have been used, damaged, or not in original condition

3. Faulty or Damaged Items

If your item arrives damaged, defective, or incorrect:

  • Please contact us within 14 days of delivery
  • Provide your order number and, where possible, photos of the issue

We will offer:

  • A replacement, or
  • A full refund (including standard delivery costs)

4. QR Code Functionality

Our cards include QR codes linking to digital content.

If you experience issues:

  • Ensure you are using a compatible smartphone and have internet access
  • If the QR code does not work due to a fault on our part, we will provide a replacement card or refund

We are not responsible for issues caused by:

  • Device incompatibility
  • Lack of internet access
  • Third-party platform outages

5. How to Return an Item

To initiate a return:

  1. Email us at [Insert Email Address] with your order details
  2. Wait for return instructions
  3. Send the item back to the address provided

6. Returns via Royal Mail

We recommend returning items using Royal Mail for a reliable and cost-effective service.

  • Use Royal Mail Signed For® or Tracked 24/48® services where possible
  • Always obtain a proof of postage receipt
  • Keep your tracking number until your refund has been processed

Please note:

  • Scanimate™ is not responsible for items lost or damaged in transit when being returned
  • We cannot issue refunds without receiving the returned item unless proof of loss is provided

7. Return Shipping Costs

  • You are responsible for return postage unless the item is faulty or incorrect
  • Original delivery costs are non-refundable unless the item is faulty

8. Refunds

Once we receive and inspect your return:

  • Refunds will be processed within 5–10 working days
  • Refunds will be issued to your original payment method

We may reduce your refund if the item shows signs of use beyond what is necessary to inspect it.

9. Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank account again
  • Contact your payment provider (processing times may vary)
  • If the issue persists, contact us at [Insert Email Address]

10. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at hello@scanimate.co.uk.

11. Contact Us

For any questions about returns or refunds:

Scanimate™
Email: hello@scanimate.co.uk
Address: 17 Cox's Close, Beccles, UK.