At Pronto Images we take great pride in the quality and craftsmanship of every item we make. As the vast majority of our products are personalised and engraved to order, please read this policy carefully before placing your order.
If you have any questions, we are always happy to help — just get in touch before you order and we’ll do our best to make sure everything is right first time.
Personalised and engraved items
Because our items are bespoke and engraved specifically for you, they are made to your exact requirements and cannot be resold. For this reason, personalised and engraved products are exempt from the standard 14-day cancellation rights under the Consumer Contracts Regulations 2013, and we are unable to accept returns or offer refunds on these items unless they are faulty, damaged, or incorrect (see below).
Please check your spelling, names, dates, ranks, regiments, crests, and all personalisation details carefully when ordering. We engrave exactly what is supplied on your order, so we cannot accept returns for errors in the information provided by you. If you are unsure about any detail, contact us before ordering and we’ll be glad to help.
Non-personalised, unused items
If you have purchased a standard, non-personalised item (for example a plain notebook or tie) that has not been engraved or customised, you may return it within 14 days of receiving your order for a refund.
To qualify, the item must be:
- Unused and in its original, undamaged condition
- Complete with all original packaging and any accessories
- Returned within 14 days of delivery
Return postage for change-of-mind returns is the responsibility of the customer, and we recommend using a tracked service as we cannot be held responsible for items lost in transit on their way back to us.
Faulty, damaged, or incorrect items
We carefully inspect and pack every order, but if your item arrives faulty, damaged, or not as ordered, please contact us within 7 days of delivery with your order number and a photograph of the issue.
We will put it right as quickly as possible — by repairing, replacing, or refunding the item — and in these cases we will cover the cost of return postage. This does not affect your statutory rights.
Cancelling or amending your order
If you need to cancel or change your order, please contact us as soon as possible. We can usually amend or cancel an order at no charge provided engraving or personalisation has not yet started. Once an item has been engraved, we are unable to cancel or refund it.
How to start a return
To arrange a return, please contact us first so we can advise on the next steps:
- Email: info@prontoimages.co.uk
- Phone: 01536 205816
- Post: Pronto Images, 8b St Marks Road, Corby, Northants, NN18 8AN
Please do not send any item back without contacting us first. Include your order number and reason for return so we can deal with it promptly.
Refunds
Once we have received and inspected your returned item, we’ll let you know the outcome. Approved refunds are processed back to your original payment method, normally within 14 days. Original delivery charges are non-refundable except where an item is faulty, damaged, or incorrect.
Your statutory rights
This policy is offered in addition to, and does not affect, your statutory rights as a consumer under UK law.
Pronto Images | 8b St Marks Road, Corby, Northants, NN18 8AN
T: 01536 205816 | E: info@prontoimages.co.uk | W: www.prontoimages.co.uk
Mon–Fri 09:00–16:00