Refund policy

Refund and Returns Policy

Last updated: 11 November 2026

At The Cursed Desktop, our products are printed to order. This policy explains the circumstances in which we accept cancellations, returns, exchanges and refund requests.

Our voluntary returns policy differs between the United Kingdom and the United States. Nothing in this policy limits mandatory consumer rights or remedies under applicable law.

1. United Kingdom — statutory cancellation rights

UK consumers purchasing standard, non-personalised products online normally have the right to cancel their purchase without giving a reason.

The statutory cancellation period ends 14 days after the day on which the customer, or a person nominated by the customer, receives the goods.

Where multiple goods from the same order arrive separately, the cancellation period generally ends 14 days after receipt of the final item.

A customer may also exercise their cancellation right before delivery.

To cancel, notify us through a clear statement sent to admin@citadelventures.shop or our business correspondence address. No particular wording is required, and the optional form at the end of this policy is not compulsory.

Following cancellation, goods that have been delivered must normally be returned within a further 14 days.

2. UK returns — postage and product condition

For a UK statutory change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to bear that cost.

Customers should package returned products securely.

Customers may inspect goods in the same way they would in a physical shop.

Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to make a deduction from the refund for any resulting reduction in value, to the extent permitted by law.

We do not charge a separate restocking fee for the exercise of statutory cancellation rights.

3. United States — change-of-mind returns

For US customers, all standard catalogue products are final sale for change-of-mind purposes.

We do not voluntarily accept returns, refunds or exchanges because a customer:

Changes their mind after ordering
Selects the wrong product, design or size
No longer wants the product
Dislikes a design that materially matches the product listing
Wishes to exchange an otherwise conforming product for another design or size

This restriction applies only to voluntary change-of-mind returns. It does not affect rights relating to defective, damaged, incorrect, misdescribed, delayed or undelivered goods, or any other non-excludable rights under applicable law.

Customers should review product details, dimensions and order information carefully before purchasing.

4. Order amendments and cancellations

If you need to amend or cancel an order, contact us immediately.

We may, at our discretion, accommodate changes before production begins.

Once production starts, we are generally unable to guarantee changes or voluntary cancellations.

For US orders, we are not obliged to offer discretionary cancellation solely because a customer has changed their mind, except where applicable law requires otherwise.

For UK orders, the statutory cancellation rights described above continue to apply even if production has already begun.

Legal cancellation rights arising from delayed dispatch, non-delivery or other circumstances remain unaffected.

5. Damaged, defective or incorrect products

If your product arrives damaged, defective, incorrectly manufactured or materially different from its description, please contact:

admin@citadelventures.shop

Include your order number, a description of the issue and photographs where reasonably available.

We recommend reporting production or delivery problems promptly, ideally within 30 days after delivery. This allows us to investigate and raise any eligible claim with our print provider.

The recommended reporting period is not a contractual deadline for exercising statutory rights.

We reserve the right to investigate the circumstances and request reasonable supporting information before determining an appropriate remedy.

Where required by applicable law, we will provide a repair, replacement, refund or other remedy. Where the law allows a choice of remedy, we may select a lawful and proportionate resolution.

Our supplier's own refund and replacement rules do not restrict the customer's mandatory rights against us.

6. Product appearance and reasonable variation

Product images, photographs and mock-ups are intended to represent the products being sold.

Minor variations in colour, brightness, contrast, print placement or other visual characteristics may occur because of differences between screens, printing processes and materials.

A minor variation does not automatically constitute a defect if the delivered product still materially matches its description and satisfies applicable quality standards.

We do not voluntarily provide refunds or replacements solely because of subjective preferences concerning an otherwise conforming product.

Nothing in this section limits rights relating to products that are defective, materially misdescribed or otherwise fail to meet applicable legal standards.

7. Return instructions

To request a return or report a problem, contact admin@citadelventures.shop.

Where a physical return is required, we will promptly provide the appropriate return instructions and designated returns address.

Our London business correspondence address is not our designated returns-processing address.

Customers should use the designated returns address where one has been provided. However, the exercise of a statutory cancellation right is not conditional upon obtaining our approval or receiving a response from us, and any applicable legal rules concerning return destinations continue to apply.

We may confirm that a physical return is unnecessary where a refund or replacement can lawfully be provided without one.

8. Return shipping for faulty products

Where goods are defective, incorrect, materially misdescribed or otherwise subject to a legal remedy, return-shipping costs will be handled in accordance with applicable law.

We may provide a prepaid return label, reimburse reasonable return costs or arrange another appropriate solution where required.

Customers should contact us before incurring unusual or avoidable return-shipping expenses.

9. Personalised products

Under UK law, products genuinely made to a customer's individual specifications or clearly personalised for that customer may be exempt from the ordinary 14-day change-of-mind cancellation right.

However, printing one of our standard catalogue designs after an order is placed does not, by itself, make that product personalised.

Any applicable exception will be identified before purchase.

Statutory rights concerning faulty or misdescribed goods remain unaffected.

10. Exchanges

We do not offer a general voluntary exchange service.

Requests for discretionary exchanges may be considered individually, but acceptance is entirely at our discretion unless an exchange or alternative remedy is required by law.

Where we agree to a voluntary exchange, we may require the customer to pay applicable return postage and additional delivery costs, subject to any legal requirements.

11. Refund amounts and timing

For valid UK statutory change-of-mind cancellations, we will refund the price of the cancelled goods and the applicable standard outbound delivery charge required by law.

Where the customer selected a premium delivery method, we are not generally required to refund the additional cost above our least expensive standard delivery option.

Any lawful deduction for excessive handling will be applied only where permitted.

Where goods must be returned, we may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first, subject to applicable law.

We will issue refunds within the statutory timeframe, normally no later than 14 days after receiving the goods or evidence of their return. Where no return is required, the applicable cancellation-refund deadline will apply.

For US orders, refunds will be issued where required by law or where expressly agreed by us, within the applicable timeframe.

Refunds will ordinarily be made using the original payment method.

We do not offer additional goodwill refunds or reimbursement of unrelated expenses unless we expressly agree or applicable law requires them.