Refunds, cancellations & replacements
Our documents are personalised and produced to order. This policy explains when refunds are possible, and when we offer replacements instead.
Jump to: Summary · Eligibility · Before/after production · Digital Registry renewals · Request a refund · FAQs
Simple rules, clearly explained
Most questions are answered by the “production start” point.
Refunds are possible
If you cancel before production begins (before we start generating/printing your personalised documents).
We’ll confirm eligibility before processing.
After production begins
Refunds are generally not available once personalised production has started, because the product cannot be “returned” or resold.
In most cases, the remedy is correction or replacement.
If we made a mistake
If there’s an error caused by us, or your order arrives damaged, we will usually provide a free replacement.
Fast resolution, no hassle.
When refunds can be approved
Because documents are bespoke, timing matters.
Refunds may be approved if:
- You request cancellation before production begins
- Your order has not entered digital generation and/or printing
- Your request includes enough detail for us to locate the order
- The order is not already completed and delivered
Production begins when we start creating your personalised documents (digital generation and/or printing). Once this starts, the order is considered “in production”.
Refunds are generally not available if:
- Personalised production has started
- Documents have been issued/printed and dispatched
- Delays are caused by incorrect information submitted during application
- You change your mind after completion (the product cannot be returned)
Before and after production begins
Clear outcomes depending on where your order is in the process.
1) Before production
If you cancel before we start producing your personalised documents, we can usually approve a refund.
Submit your request as soon as possible (see “How to request” below).
2) In production
Once production starts, refunds are generally not available because the documentation is being created specifically for you.
We’ll still help if corrections or replacements are needed.
3) Completed / delivered
After completion and/or delivery, refunds are generally not available. If something is wrong due to our error, we’ll correct it.
Replacement is the usual remedy for personalised documents.
Replacements & corrections
If we’ve made an error on your documents, we’ll usually issue corrected digital files and/or reprint and resend where required.
- Our error: free correction / replacement
- Damage in transit: free replacement (evidence may be requested)
- Your submitted details were incorrect: we can often help, but re-issue/reprint fees may apply
We aim to resolve problems quickly and fairly, without unnecessary back-and-forth.
Renewals, cancellations, and billing
Year 1 is included free with eligible purchases; renewals from Year 2 are optional.
Renewal rules
- Renewal from Year 2 is optional
- You can cancel before renewal so you are not charged
- If you cancel, your certificate remains valid; registry access features may be paused until re-activated
If a renewal payment is taken in error due to a system issue, contact support immediately and we will investigate and resolve it.
For the initial document purchase (personalised), refunds depend on whether production has begun. For renewals (ongoing service), cancelling before renewal is the simplest option.
How to request a refund or replacement
Fastest route: provide the details below so we can check production status immediately.
Send your request
- Use: the contact page (recommended) or your account dashboard support option
- Include: your order reference (if available) and the email used at checkout
- Tell us: whether this is a cancellation/refund request or a correction/replacement request
- If damaged: attach a clear photo of the damage and packaging (if possible)
What happens next
- We confirm whether the order is pre-production, in production, or completed
- If eligible, we approve and process the refund via the original payment method
- If not eligible, we explain why and offer the appropriate remedy (usually replacement/correction)
Refund processing times can vary by bank/card issuer. Where a refund is approved, we aim to process it promptly after confirmation.
Common refund questions
Quick answers, straight to the point.