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Refund and Returns Policy
Refund and Returns Policy
Last updated: 01/01/2026
This Refund and Returns Policy forms part of our Terms and Conditions and should be read alongside our Privacy Policy.
This policy applies to all purchases made from Rakle Works, operating in the United Kingdom.
- Digital Products
Right to Cancel
Under the Consumer Contracts Regulations, you normally have 14 days to cancel a digital purchase. However, this right is lost once download or access begins.
By purchasing a digital product from us, you agree that:
Delivery of the digital content begins immediately after purchase
You expressly consent to the loss of your 14-day cancellation right
Refunds for Digital Products
Refunds for digital products will only be provided where:
The product is faulty, corrupted, or unusable
The product does not match its description
Nothing in this section affects your statutory rights.
- Physical (Non-Custom) Products
Your Right to Cancel
You have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
To exercise this right:
You must notify us within 14 days of delivery
Items must be returned within 14 days of cancellation
Condition of Returns
Returned items must:
Be unused and in the same condition as received
Be returned with original packaging where possible
You may be responsible for any loss in value if the item has been handled beyond what is necessary to inspect it.
Refunds
Once your return is received and checked:
Refunds will be issued to the original payment method
Refunds are processed within [10] business days
Standard delivery costs will be refunded where required by law
- Custom / Personalised Products
Exemption from Cancellation Rights
Custom or personalised products are exempt from the 14-day cancellation right under the Consumer Contracts Regulations.
These include items:
Made to order
Personalised using customer-provided text, images, or specifications
Faulty Custom Products
If a custom product is faulty, damaged, or incorrect, you remain fully protected under the Consumer Rights Act 2015.
Please contact us within 14 days of delivery with your order details and supporting evidence.
- Faulty, Damaged, or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to a:
Repair
Replacement
Refund
If goods are faulty, not as described, or not fit for purpose.
Where appropriate, return postage will be covered by us.
- Return Shipping
Customers are responsible for return postage unless the item is faulty or incorrect
We recommend using a tracked service
Responsibility for returned goods remains with the customer until received by us
- Personal Data & GDPR Compliance
We process personal data relating to refunds and returns in accordance with our Privacy Policy and UK GDPR.
What We Process
This may include:
Contact details
Order and transaction information
Return or refund correspondence
Purpose & Retention
Data is processed solely to:
Fulfil contractual obligations
Process refunds and returns
Meet legal and accounting requirements
Data is retained only for as long as necessary.
Your Rights
You have the right to:
Access your personal data
Request correction or deletion
Object to or restrict processing
Lodge a complaint with the UK Information Commissioner’s Office (ICO)
Further details are available in our Privacy Policy.
- WooCommerce & Payment Processing
Orders are processed using WooCommerce and trusted third-party payment providers.
We do not store full payment card details. Refund times may vary depending on your payment provider or bank.
- Contact Details
Business Name: Rakle Works
Email: info@rakleworks.com
Country: United Kingdom
- Legal Notice
This policy does not limit or exclude any rights you have under UK law.
We reserve the right to update this policy to reflect changes in legal requirements or business practices. Any updates will be published on our website.