Refund policy

Refund and Return Policy

 

Welcome to Geoff & Jeffrey! We want you to be delighted with your purchase. As a print-on-demand store, each item is uniquely created for you after you place an order. This approach helps us reduce waste and offer a wide range of designs.

Please read our policy carefully as it outlines your rights and our obligations.

 

1. EU Right of Withdrawal (14-Day "Cooling-Off" Period)

 

In compliance with EU consumer protection laws, you have the right to cancel your purchase within 14 days without giving a reason.

  • When the 14 days start: The period begins the day after you, or a third party you have nominated, receives the goods.

  • How to exercise your right: To exercise this right, you must inform us of your decision to withdraw from the contract by an unequivocal statement (e.g., an email). You can use our provided contact information.

  • What to do next: If you cancel the contract, you must send the goods back to us or hand them over to us without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation. You will bear the direct cost of returning the goods.

  • The refund: We will refund all payments received from you, including the costs of the cheapest standard delivery, without undue delay and in any event within 14 days of receiving your notice of withdrawal. We may, however, withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Exception to the Right of Withdrawal:

Please be aware that this right does not apply to goods made to your specifications or clearly personalised. As all items from Geoff & Jeffrey are custom-printed and made to order, they fall under this exemption. This means we are not legally required to accept returns or provide refunds for "buyer's remorse" or if you simply change your mind, as the product cannot be resold.

 

2. Our Policy for Faulty, Damaged, or Incorrect Items

 

We stand by the quality of our products. If you receive an item that is faulty, damaged, or not what you ordered, we will provide a full refund or a replacement.

This includes:

  • Items with a printing error or poor print quality.

  • Items that are damaged during transit.

  • Incorrect item, size, or design sent.

How to report an issue:

  1. Contact Us Immediately: You must contact us at info@geoffandjeffrey.com within 14 days of receiving your order.

  2. Provide Proof: Please include your order number, a clear description of the issue, and high-quality photos or videos of the problem. This is a crucial step as it allows us to assess the problem and work with our printing partner in France to resolve the issue promptly.

  3. No Return Necessary: In most cases, if a product is found to be defective or incorrect, you will not need to return the item. We will work with you to arrange a replacement or a full refund, including original shipping costs.

 

3. Lost in Transit

 

If your order tracking shows that your package is lost in transit, please contact us. We will investigate with our shipping provider and, if confirmed lost, we will send a replacement or issue a full refund at no cost to you.

 

4. Refund Processing

 

Once we approve your refund, it will be processed, and a credit will automatically be applied to your original method of payment. The time it takes for the refund to appear can vary depending on your bank or credit card company.

 

5. Contact Information

 

For any questions about our refund and return policy, please contact us at:

  • Email: info@geoffandjeffrey.com

  • Website: https://www.geoffandjeffrey.com/pages/contact