Customer
Returns & Refunds Policy

1. Damaged or Defective Items

We want your new artwork to arrive in perfect condition, ready to display. If your physical order is damaged in transit or contains a manufacturing defect (such as a misprint or structural issue), you are entitled to a free replacement or a full refund.

• Reporting Timeframe: Please report any issues within 30 days of receiving your item.
• How to Report: Email contact@markdmillican.co.uk with your order number. You must include clear photographs of both the damaged product and the packaging it arrived in.
• Resolution: Once the damage or defect is verified, a replacement will be expedited to you at no extra cost, or a full refund will be issued to your original payment method.

2. Change of Mind / Buyer's Remorse

Because each design is custom-manufactured exclusively using your unique family data, we do not hold inventory. Therefore, we cannot accept returns or offer refunds for "change of mind" or buyer's remorse once a purchase is finalised and the design is approved.

3. Order Cancellations & The Proofing Process

Our bespoke creation process involves accurately mapping your raw data using professional design software to ensure perfect typography and spacing. Because of the highly customised nature of our work, cancellations are handled in stages:

• Data Pending (Full Refund): If you need to cancel your order and have not yet provided your GEDCOM files or CSV family tree data, a full refund will be made.
• Proofing Stage (Partial Refund): A digital proof will be sent for your complete approval before any physical printing takes place. We provide up to 2 sets of digital proofs for you to review and approve. If you choose not to approve the design at this stage and wish to cancel, a reduction of up to £45 will be withheld from your original payment to cover the time spent on data processing and design.
• Final Approval (No Refund): Once you approve the final digital proof, orders are routed to the print queues in the US or UK almost immediately to ensure fast processing. Once an order has entered the active print queue, the production process cannot be stopped, and the order cannot be cancelled or refunded. By submitting your final approval, you agree that the order cannot be altered, cancelled, or refunded from that point forward.

4. Lost or Missing Packages

If your tracking link shows no updates for an extended period, or if your package is marked as delivered but you haven't received it:

• Check with neighbours and your local delivery office.
• Allow an additional 48 hours, as couriers occasionally scan items prematurely.
• If the item is still missing, please contact us.

For UK/Eire orders, if 14 days have passed since dispatch without delivery, the item will be considered lost in transit, and we will arrange a replacement or refund after issuing a search with the courier.

5. Incorrect Shipping Addresses

Please verify your shipping address carefully during checkout. If an order is returned to the printing facility due to an incomplete or incorrect address provided by the customer, the customer is responsible for the additional shipping costs required to resend the package.