Refunds and Returns Policy

Last updated: 3 September 2026

Our Refund Position

Except where a statutory or other express legal right applies, all sales are final and non-refundable.

We do not provide discretionary refunds or exchanges simply because a customer has changed their mind. This does not affect:

• The legal cancellation rights that normally apply to non-personalised goods purchased online.

• Your rights if an item is damaged, faulty, misdescribed or incorrect.

• Any other consumer rights that cannot legally be excluded.

Contact Us Before Returning an Item

Please contact Mersey Memorabilia before returning anything.

Provide your name, order number, the product concerned, the reason for your request and the outcome you are seeking.

For damaged, faulty, incorrect or misdescribed items, please provide clear photographs of the product, packaging and delivery label where possible.

Telephone: 07786 570 825
Email: orders@merseymemorabilia.shop

Do not return an item until you have received return instructions from us.

Change-of-Mind Cancellations

For most personalised goods purchased online, UK consumers do not normally have the right to cancel their order without giving a reason.

Unless the product is faulty, damaged or not as described there will be no returns/refunds.

Cancellation requests must be communicated clearly by email, telephone or in writing.

Personalised and Custom-Made Goods

The statutory change-of-mind cancellation right normally does not apply to goods that are:

• Made to the customer’s specifications.

• Clearly personalised.

• Framed or produced to an individual customer’s agreed requirements.

Unless an item is damaged, faulty, misdescribed, incorrect or otherwise protected by law, personalised or custom-made orders are final and non-refundable once production or personalisation has begun.

The relevant product page or order confirmation will identify when an item is personalised or custom-made.

Damaged, Faulty, Misdescribed or Incorrect Goods

If an item arrives damaged, is faulty, does not match its description or is not the item you ordered, please contact us as soon as reasonably possible.

Reporting delivery damage within 48 hours helps us preserve evidence and raise a claim with the delivery provider. However, reporting an issue later does not automatically remove your statutory rights.

Depending on the circumstances and timing, available remedies may include:

• A full or partial refund.

• A repair.

• A replacement.

• A price reduction.

Consumers may have a short-term right to reject goods that do not conform to the contract within 30 days of receiving them.

As many memorabilia items are unique, an identical replacement may not always be available. Where this applies, we will provide an appropriate remedy in accordance with your legal rights.

Authenticity or Description Concerns

If you reasonably believe an item is not authentic or does not match its product description, please contact us immediately.

Do not alter, frame, clean, repair, remove labels from or dispose of the item. Please retain the original packaging and all Certificates of Authenticity, provenance records and other documentation supplied with it.

Provide your order number, photographs and details explaining your concern. We may reasonably ask to inspect the item and its supporting documentation.

An item that is found not to match its description will be handled in accordance with applicable consumer law and will not be treated merely as a change-of-mind return.

Returning Goods

Once return instructions have been issued, returns should be sent to:

Mersey Memorabilia
37 Ledsham Park Drive
Little Sutton
CH66 4XZ

Please package the item securely and use a suitable tracked delivery service. Retain your receipt and proof of posting until the matter has been resolved.

The complete order must be returned, including all:

• Certificates of Authenticity.

• Provenance documents.

• Frames and display cases.

• Accessories.

• Complimentary items or gifts.

• Other components originally supplied with the product.

For a statutory change-of-mind return, you will normally be responsible for the direct cost of returning the item unless we have agreed to pay it or failed to provide legally required information about return costs.

Where goods are damaged, faulty, misdescribed, incorrect or otherwise do not conform to the contract, we will cover reasonable return costs where required by law.

You may inspect an item in the same way that you reasonably could in a shop. We may make a lawful deduction from the refund if handling beyond what was reasonably necessary has reduced the item’s value.

Refund Amounts

Where a valid change-of-mind cancellation applies, the refund will include:

• The price paid for the returned goods.

• The cost of the least expensive standard delivery method offered when the order was placed.

If you selected a premium, express or enhanced delivery service, the additional cost above our standard delivery charge will not normally be refunded.

Refund Timescales

Eligible refunds will be issued without undue delay and normally within 14 days after:

• We receive the returned goods; or

• We receive acceptable evidence that the goods have been returned.

The refund will normally be made using the original payment method unless another method is expressly agreed and does not result in an additional cost to you.

Lost or Delayed Parcels

If your order has not arrived by its estimated delivery date, please check the tracking information and contact us.

We will investigate the parcel with the delivery provider. Your rights concerning late or failed delivery are separate from a change-of-mind refund request.

Exchanges and Store Credit

We do not automatically provide exchanges or store credit as alternatives to a refund.

Where the law requires a remedy, or where we choose to offer a goodwill solution, the available options will be confirmed in writing.

Your Statutory Rights

Nothing in this policy excludes, restricts or replaces any consumer rights that cannot legally be limited.

This includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact Details

Mersey Memorabilia

Telephone: 07786 570 825
Email: orders@merseymemorabilia.shop
Postal and returns address: