14-day right to change your mind
If you bought a standard product on our site, you have 14 days from the day it arrives to decide you no longer want it and tell us you're returning it. This is your statutory right under the UK Consumer Contracts Regulations 2013.
- Tell us first - email hello@forgeinitiative.co.uk with your order number.
- You then have another 14 days to post it back to us.
- Return postage is at your cost, unless the item arrived faulty or wrong.
- The item must come back in substantially the same condition it arrived in.
- We refund you within 14 days of receiving the item, to the original payment method.
The made-to-order exception
The 14-day right to change your mind does not apply to goods made to your specification or clearly personalised for you. Examples:
- Custom sizes or dimensions agreed over email before the order.
- Custom colours outside our standard dropdown.
- Engraved, named, or otherwise personalised items.
- Bespoke layouts designed specifically for your use case.
We will always tell you before you pay if your order falls into this category. Your rights if the goods turn out to be faulty or not as described are unaffected - see below.
Faulty, damaged, or wrong items
If something arrives damaged, defective, or not what you ordered, tell us within a reasonable time and we'll put it right. You can choose:
- A replacement - we remake and send the item out free of charge.
- A full refund - including any delivery you paid.
This covers short-term fault (within 30 days) rights under the Consumer Rights Act 2015, as well as the longer-term right to a repair or replacement if a defect becomes apparent later.
Photos help us spot the cause quickly - please include one or two in your email if you can.
How to start a return
- Email hello@forgeinitiative.co.uk with your order number and what's wrong.
- We'll reply within one working day with next steps and - for fault cases - a pre-paid return label.
- Package the item reasonably (the original packaging is ideal but not required).
- Once we have it back, we process the refund or replacement straight away.
Our return address
Titan Forge Industries Ltd
2 Taylor Place
London, England
E3 2PJ
United Kingdom
Please do not post anything back without emailing us first - we may be able to sort it without the parcel having to travel, and a heads-up helps us process it faster when it arrives.