Returns Policy — Never Settle Saga

The short version

Because every NSS product is made to order and personalised to your specifications, we are unable to accept returns or offer refunds for change of mind on personalised or custom-made items. This is consistent with UK consumer law (Consumer Contracts Regulations 2013, Regulation 28), which exempts goods made to a consumer's specifications or clearly personalised from the standard 14-day right to cancel.

However, you are always entitled to a refund, replacement, or repair if your item is faulty, damaged on arrival, or not as described. Those rights are protected by the Consumer Rights Act 2015 and we honour them in full.

What counts as “made to order / personalised”

Effectively all NSS products fall into this category, including but not limited to:

Lithophane lamps with custom images
Miniatures printed to your specification
Sublimation mugs with custom designs
Personalised planners, agendas, and stickers
Laser-cut or engraved items with custom artwork
Retro TV lamps and any product involving custom electronics or assembly

If you're unsure whether your specific order is treated as personalised, ask us before you order.

When we will accept a return

We will refund, replace, or repair your item if any of the following apply:

The item is faulty or develops a fault within a reasonable time of delivery (electronics, lighting, finish defects, etc.)
The item arrived damaged in transit
The item is materially different from what was agreed (wrong design, wrong colour, wrong size, wrong personalisation due to our error)
The item is not of satisfactory quality under the Consumer Rights Act 2015

In any of these cases, contact us at helpdesk@neversettlesaga.com within 30 days of receiving your order, with:

Your order number
A clear description of the issue
Photos showing the problem (this speeds things up significantly)

We will respond within 3 business days with next steps. Depending on the issue, we will either:

Repair the item
Replace it
Issue a full or partial refund

Where a return is required, we will cover the cost of return shipping for faulty, damaged, or incorrect items.

What we cannot accept back

Items returned because you changed your mind about a personalised design
Items damaged after delivery through accidental misuse, drops, exposure to water (where the product is not waterproof), or tampering with electronics
Items returned without prior contact and authorisation

Refund timing

Approved refunds are processed via Stripe back to the original payment method. Once we confirm the refund, it typically appears in your account within 5 to 10 business days, depending on your bank.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer in the UK or EU. If you believe your rights under the Consumer Rights Act 2015 or equivalent EU consumer legislation are not being honoured, please contact us first so we can resolve it directly.

Contact

Never Settle Saga
262a Seven Sisters Road, London N4 2HY, United Kingdom
helpdesk@neversettlesaga.com