Returns & Refunds

Made-to-order items

Most of what we sell is custom-made to your specifications. Under UK consumer law, personalised goods are exempt from the usual 14-day cancellation right — once your design is engraved or printed, the item can’t be resold.

Please check artwork, spelling, names, dates, and sizes carefully before you approve your proof. We recommend reading names and dates out loud, and showing the proof to someone else. We engrave or print exactly what you approve.

If we make a mistake

If your item doesn’t match the proof you approved — wrong spelling, wrong placement, or the wrong product — that’s on us. Within 14 days of delivery, contact us with your order number and a photo of the item. You can choose:

• A free replacement, shipped at no cost to you, or
• A full refund to your original payment method

If the item arrives damaged

If your order arrives damaged, contact us within 7 days of delivery with photos of the item and the packaging. We’ll arrange a replacement or full refund straight away. Keeping the original packaging helps us claim with the courier.

If you made a mistake

Approved a typo, wrong date, or wrong size? Because we produce exactly what you signed off, we can’t offer a refund for errors in artwork you approved. That said, we know how much these gifts mean — contact us anyway. Where we can, we’ll offer a remake at a reduced price as a goodwill gesture. We can’t promise every time, but we’ll always try to help.

Artwork quality

We work from the artwork you send. If the source file is low-resolution or poor quality, the finished engraving will reflect that. We’ll flag concerns on your proof before production so you can approve it knowing exactly how it will look. Full details: Artwork guidelines.

Non-personalised items

Changed your mind on a standard, non-personalised product? Return it unused and in its original packaging within 14 days for a full refund. Return postage is your responsibility.

How to get in touch

• Email or message us with your order number, the issue, and photos of the item — hello@vivabossfusion.co.uk or Contact
• We’ll reply within 2 working days
• Approved replacements are dispatched within 5 working days