Returns, Refunds and Cancellations Policy

Last updated: 22 August 2026

We want you to be pleased with your order. This policy explains when an order can be cancelled or returned, how to report a problem and how refunds are handled.

Nothing in this policy limits your statutory rights. Goods must be as described, fit for purpose and of satisfactory quality.

Contact us first

To cancel an eligible order, report a problem or arrange a return, email mike@outpostworkshop.co.uk and include:

• your name and order number;

• the item concerned;

• what you would like us to do; and

• photographs where an item is faulty, damaged or incorrect.

Please wait for return instructions before sending anything back. The appropriate return address will be provided by email.

Custom and personalised products

Most Outpost Workshop branding irons and leather stamps are made to a customer's specification. This includes custom branding irons, custom leather stamps, personalised template branding irons and other products made with your artwork, wording or chosen design details.

The statutory change-of-mind cancellation right does not normally apply to goods made to a customer's specifications or clearly personalised. Once we have started preparing artwork or manufacturing a custom item, it cannot normally be cancelled, returned or refunded simply because you have changed your mind.

If you contact us before work has begun, we will cancel the order and issue a full refund. Because production can begin soon after an order is placed, please contact us immediately if you need to make a change.

This exclusion does not apply where a custom product is faulty, damaged, not as described or made incorrectly.

Standard, non-personalised products

For standard products that have not been personalised, such as separately purchased stock accessories, you may cancel without giving a reason by telling us within 14 days after the day you receive the goods.

After notifying us, you must return the goods within a further 14 days. You are responsible for the direct cost of returning an unwanted item unless we agree otherwise. We recommend using a tracked service and retaining proof of postage.

You may inspect an item as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the item's nature, characteristics and function.

If you paid for delivery, we will also refund the cost of our least expensive standard delivery service. Any extra amount paid for an enhanced or express service is not refundable unless required by law.

Faulty, damaged, incorrect or misdescribed goods

If an item is faulty, damaged in transit, incorrect or not as described, contact us as soon as reasonably possible. Photographs of the item and its packaging will usually help us resolve the issue quickly.

Depending on the circumstances and your statutory rights, we will repair, remake or replace the item, reduce the price or provide a refund. We will pay reasonable return costs where the goods are faulty, damaged, incorrect or misdescribed.

Reporting transit damage promptly helps us make a claim against the carrier, but a delay in reporting does not remove any statutory rights you may have.

Our made-right promise for custom tools

Every custom design is checked before machining. If we make a manufacturing error and the finished branding head or stamp is materially different from the artwork or wording supplied or agreed, contact us within 30 days of receipt. We will assess the item and, where appropriate, remake or replace it or provide a refund.

This additional promise does not replace or shorten your statutory rights. It does not cover:

• an error in wording, spelling, dimensions or artwork supplied or approved by the customer;

• normal variations caused by the material being branded or stamped, temperature, pressure or technique;

• damage caused by misuse, overheating, impact, modification or failure to follow the supplied instructions; or

• a result that was explained as a likely design or material limitation before manufacture.

We will still consider every issue fairly and help where we reasonably can.

Refunds

Approved refunds are made to the original payment method.

For an eligible change-of-mind return, we will issue the refund within 14 days after we receive the goods back or, if earlier, after you provide satisfactory evidence that you returned them. We may withhold the refund until one of those events occurs.

For cancelled orders that have not entered production and for accepted claims involving faulty, damaged, incorrect or misdescribed goods, refunds will be issued without undue delay. Your bank or payment provider may take additional time to display the credit.

International returns, duties and taxes

Unless an item is faulty, damaged, incorrect or misdescribed, the customer is responsible for international return postage and any related customs formalities. Import duties, taxes and handling charges paid to local authorities or carriers are not normally refundable by us because we did not collect them, unless the law requires otherwise.

Mark an authorised international return clearly as returned goods where the carrier or customs form permits.

Optional cancellation email template

You may use the wording below to cancel an eligible, non-personalised order. Using this template is optional; any clear email containing the necessary information is sufficient.

To: Outpost Workshop — mike@outpostworkshop.co.uk
I hereby give notice that I cancel my contract for the sale of the goods identified below.
Order number:
Goods:
Ordered on:
Received on:
Customer name:
Customer address:
Date:

Business details

Outpost Workshop is operated by Michael Kelly, a sole trader trading as Outpost Workshop.

Correspondence address: 21 Ashfield Road, Aigburth, Liverpool, L17 0BY, United Kingdom
Email: mike@outpostworkshop.co.uk
Website: outpostworkshop.co.uk