Refund policy

Everything we make is built from scratch to your own brief. It cannot be resold to anyone else, so once it is made it cannot be returned. This page says exactly what that means — and the cases where we do refund, because those exist and we honour them.

Why there is no cooling-off period

Under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods and digital content made to a consumer's own specification or clearly personalised are excluded from the 14 day right to cancel. Every BILDARR order is made to the brief you write at checkout, so this exclusion applies. We are required to tell you this clearly before you pay, so we say it here, on every product page and at checkout.

When we do not refund

• Once work on your brief has begun.
• Change of mind after delivery, or deciding you no longer want to sell it.
• Because your product did not sell. We make the product, not the sales.
• Because a marketplace rejected or removed your listing under its own rules.
• Because you did not read what the product was before ordering.

When we do refund, in full

• Before we start. Email within 12 hours of ordering, before work has begun, and you get everything back.
• We cannot deliver. If we cannot produce what you asked for, we say so and refund immediately.
• We will not build it. If your brief falls into a category we do not make, we cancel and refund in full.
• Duplicate or mistaken charges. Always, without argument.
• It is not what you asked for. Under the Consumer Rights Act 2015 what we supply must be of satisfactory quality, fit for purpose and as described. If it is not, we repair or replace it, and where that is not possible you are entitled to a price reduction. That right cannot be signed away and we do not try to.

Revisions come first

Most problems are a revision, not a refund. Reply to your delivery email within 14 days telling us what is wrong and we fix it — included in the £47.

How to ask

Email bill@bildarr.com with your order number and what happened. We reply within one working day and pay approved refunds to the original payment method within five working days.

Chargebacks

Please email us first. You always keep the right to raise a dispute with your bank and nothing here removes it — but almost everything is faster to fix directly.