We want you to be happy with anything you buy from Stencil Lab. Because we offer both digital products and physical stencils, the return and refund rules are a little different depending on what you buy.
This policy explains how returns, cancellations and refunds work.
1. Physical Stencils
Physical stencils are produced to order. Catalogue designs ordered using only the listed standard sizes and options are standard, non-personalised goods, even though we cut them after you order. A stencil made to your individual specifications or clearly personalised for you may be treated differently.
Where a stencil is genuinely made to your individual specifications or clearly personalised, we do not accept change-of-mind returns after production has started. This does not affect your rights if a stencil is faulty, damaged or not as described.
For a standard, non-personalised stencil bought online, UK customers can tell us they wish to cancel within 14 days after receiving it, then return it within a further 14 days. Email [email protected] or call +44 7734 924346 to cancel or request a return. We will provide the return address and instructions and cover return postage. There is no restocking or handling fee. We will refund the item price and the cost of our least expensive standard outbound delivery option. We may deduct for any loss in value caused by handling beyond what is needed to inspect the stencil, where the law permits. Refund timing and the payment method are explained in section 9 below.
Outside the United Kingdom, we do not offer voluntary change-of-mind returns. This does not affect any cancellation or return rights that apply under local law.
If you need to change an order, please email [email protected] as soon as possible. If we have not started making your stencil, we will do our best to amend it. The cancellation rights for standard goods above apply even if production has started.
For a personalised order, cancellation or changes may not be possible once production has started. This does not affect cancellation rights that apply to standard goods.
This does not affect your rights if your stencil is faulty, damaged, incorrectly manufactured or does not match what you ordered.
2. Problems With Your Stencil
If your physical stencil arrives damaged, faulty, incorrectly cut or materially different from the order you placed, please email [email protected] as soon as possible.
Please include:
- Your order number
- A short description of the problem
- Clear photos showing the issue
We will review the problem and arrange a replacement where possible. If we cannot provide a replacement, we will issue a refund. This does not limit any remedy available under applicable consumer law.
Please do not return a stencil before emailing [email protected].
Request a return by email or call +44 7734 924346. Our registered office does not accept returns. If a return is authorized, we’ll email you a prepaid return label, so returns are free for you.
3. Customer Artwork and Design Errors
You are responsible for checking artwork, spelling, dimensions, orientation and other information you provide or approve before production.
If we manufacture your stencil correctly using the artwork or information you supplied or approved, we normally cannot offer a free replacement or refund because of an error within that artwork or information.
If you notice a mistake, email [email protected] as quickly as possible. If production has not started, we will try to help you correct it.
4. Delivery Damage
If your order is damaged during delivery, please email [email protected] within 48 hours of receiving the package where possible. Include your order number and photographs of both the damaged stencil and its packaging. Reporting after 48 hours does not remove your statutory rights.
Please keep the packaging until we have reviewed your claim, as we may need this information when dealing with the delivery company.
We will arrange a replacement where possible. If we cannot provide one, we will issue a refund.
5. Lost or Missing Orders
If your order has not arrived within the expected delivery period, please email [email protected].
We will check the shipment and work with the delivery company where necessary.
If an order is confirmed as lost, we will arrange an appropriate replacement or refund.
6. Digital Stencil Files and Downloads
Because digital files can be accessed or downloaded immediately, they generally cannot be returned once they have been supplied, downloaded or accessed.
If a digital file is faulty, corrupted or does not work as described, please email [email protected] and we will try to fix the problem or provide a working replacement.
Where we cannot resolve a genuine fault with the digital product, we may provide a refund where appropriate.
7. Stencil Lab Subscriptions
You can cancel a Stencil Lab subscription to stop future renewal charges.
Cancelling your subscription does not normally refund payments that have already been made. You will usually continue to have access to the features included in your plan until the end of your current paid billing period.
If you believe you have been charged incorrectly or there is a problem with your subscription, please email [email protected] so we can investigate it.
Nothing in this section limits any cancellation or refund rights you have under applicable consumer law.
8. Free Trials and Promotional Offers
Where a free trial or promotional subscription is offered, the terms shown when you sign up will apply.
If a trial automatically becomes a paid subscription, we will show this as part of the sign-up process, including the applicable price and billing period.
You can cancel before the relevant renewal or payment date to prevent future subscription charges, subject to the terms shown when you sign up.
9. Refund Processing
If we approve a refund, we will normally return the money to the original payment method used for the purchase.
Where an item needs to be returned, we issue the refund within 48 hours after receiving it. In all cases, we refund no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier, or sooner where applicable law requires. If no return is needed, we will issue the refund promptly after approving it.
Banks and payment providers can take additional time to show a refund in your account after we have processed it.
Shipping costs may also be refunded where required by law or where the refund results from an error, fault or problem for which Stencil Lab is responsible.
10. International Orders
Stencil Lab sells to customers in different countries.
Your local consumer laws may give you additional rights. Nothing in this policy is intended to remove or limit rights that cannot legally be excluded.
For custom-made products, cancellation and return rights may be different from those that apply to standard, non-personalised goods.
11. Fair Use
We want to deal with genuine problems fairly.
We may refuse refund or replacement requests where there is evidence of fraud, misuse, deliberate damage, repeated abuse of our refund process or another attempt to obtain products or services without paying for them.
This does not affect your statutory consumer rights.
12. Support
For any questions about returns, refunds, cancellations, damaged orders, digital products or subscriptions, email:
Please include your order details and as much information about the issue as possible. Photos are especially helpful for problems involving physical stencils.
We will review your request and aim to find a fair solution as quickly as possible.
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