Refund and Returns Policy
Last updated: 5 November 2025
Controller: Muruga Ltd (trading as Custom Comic Shop)
Contact: orders@customcomic.shop · +44 7503 217273
1. Overview / scope
This Refund & Shipping Policy explains
How and when we deliver Goods and Digital Content;
What to do if an item is damaged, materially not as described, or missing;
When you can cancel an order and when cancellation is excluded (important for personalised goods); and
Our process and timescales for refunds and replacements.
This Policy applies to purchases from customcomic.shop. For full contractual details see our Terms & Conditions.
2. Delivery – who we ship to and typical times
Territory: We ship to UK addresses only. For overseas customers we arrange printing through local printers and do not ship internationally (local delivery terms will apply).
Fulfilment partners: Printed Goods are produced by third-party printers (for example Mixam) and delivered by couriers. We will select suppliers carefully and contractually require reasonable standards but some aspects of fulfilment (printing schedules, courier delays) are outside our direct control. See Clause 8 (Liability & Remedies).
Estimated times: Delivery is estimated to take 5-15 days, beginning from the date you approve your digital edition (Preview). Once your order has shipped, our team will send the exact tracking details to your email. Please note that all shipping times are estimates only. We will notify you of any significant delays.
Risk & title: Risk passes to you on delivery (when the courier records delivery). Title in the Goods passes to you once we have received payment in full.
3. Pre-production approval & cancellation rights (critical for personalised goods)
Personalised goods: Because we produce bespoke personalised comics, once you approve the Preview or we have begun production (whichever occurs first), your statutory cancellation right for change-of-mind is excluded. This is consistent with the Consumer Contracts Regulations for goods made to the consumer’s specifications or personalised. If you cancel after approval or production has begun we may refuse cancellation or charge for work already completed.
If you cancel before production begins: If your order qualifies for the statutory cooling-off period (non-personalised goods / where you have not yet approved a personalised preview) and you cancel within 14 days, you will receive a refund in line with the law (see Section 7).
4. Digital downloads
PDF / Digital Content: Digital downloads (PDFs) are supplied by a download link. Where you have downloaded the Digital Content, we cannot offer a refund for change-of-mind once the download has been made available to you. If the Digital Content is defective, we will use reasonable efforts to repair or replace it.
5. Damaged, defective or materially not-as-described items
If your Goods arrive damaged, defective, or materially not as described (including printing errors that depart from the approved Preview), do the following:
Contact us immediately at orders@customcomic.shop with your order number and photos of the damage / defect within 7 days of delivery (we recommend you keep packaging and the item for inspection). Failure to notify us within 7 days may limit remedies but we will consider late reports on a case-by-case basis.
We will acknowledge your complaint within 2 business days and may request additional evidence (photographs, tracking info).
If we confirm the Goods are faulty or not as per the approved Preview: we will offer, at our option, one of the following remedies: (a) a free reprint/replacement at our cost; (b) a partial refund; or (c) a full refund and return shipping paid by us. For third-party printer faults we will pursue remediation with the printer and keep you informed.
6. Lost in transit or not delivered
If the courier marks an item as delivered but you do not have it, contact us within 7 days. We will open an investigation with the courier and printer. If the courier confirms loss or misdelivery we will either reprint and resend at our cost or provide a refund, depending on stock/production feasibility.
If a package is returned to us as undeliverable due to incorrect address details you provided, we may charge the cost of re-delivery and any additional handling.
7. How refunds are calculated and processed
Refund timing: When a refund is due (for lawful cancellation, faulty goods, or confirmed lost items) we will process the refund within 14 days of either (a) receiving returned goods in satisfactory condition, or (b) receiving evidence of return (proof of postage), or (c) in the case of lost or faulty items, after we confirm the refund is appropriate following our investigation. This meets statutory timelines.
Method of refund: Refunds will be made to the original payment method where reasonably possible. If that is not possible we will agree an alternative refund method with you.
Deductions: For returns permitted by law (e.g., cancellation of non-personalised goods), we may deduct reasonable costs for diminished value resulting from handling beyond what is necessary to establish the nature/characteristics/working of the goods. For refunds following faulty goods we will not deduct for normal wear and tear.
Chargebacks: If you initiate a chargeback with your card issuer before contacting us, we may be limited in the assistance we can provide. Excessive or fraudulent chargebacks may result in account suspension and recovery actions. We will cooperate with Stripe and the card issuer during disputes.
8. Third-party printers and allocation of liability
We use third-party printers to produce physical Goods. Where a defect, quality issue or delay is attributable to the printer we will seek remediation (reprint/refund) from the printer and will arrange a reprint for you where possible. Our Terms & Conditions explain our contractual position with suppliers and any limitations of liability. We accept responsibility for choosing reputable suppliers and coordinating resolution with them; however our direct contractual obligations run to you as the customer.
9. Exceptions & limitations
Personalised goods: personalised items are excluded from the 14-day cooling-off right once production begins or you have approved a Preview. See Section 3.
Change-of-mind refunds: If you simply change your mind about a personalised comic after approval/production has begun we are not obliged to offer a refund but may offer a partial refund or store credit at our discretion.
Proof of damage: We may require return of the Goods or evidence (photos) before issuing a full refund or arranging a reprint.
10. How to return goods
If you are asked to return goods to us or a printer, we will supply a returns address and (for faulty goods) will cover reasonable return postage costs. For non-faulty returns where the consumer has cancellation rights, you must return the goods within 14 days and are usually responsible for the cost of return (unless otherwise agreed). Always obtain proof of postage.
Do not send items to the printer directly unless we instruct you to do so – doing so may slow the claims process.
11. Order Process & Approval Delay
After your order is placed and payment received, you will receive a draft of your comic story for review and approval. Comic production will begin only after you have approved the drafted story and its breakdown.
You are responsible for responding to our approval requests in a timely manner (via email, WhatsApp, or business phone). Delays in approval or prolonged lack of response will result in corresponding delays to your order delivery.
Any time taken by you to provide feedback, approval, or required information will be considered as customer-induced delay and will not count toward our estimated production or shipping timelines.
12. Complaints, escalation & ADR
If you remain unhappy after our internal complaints process (contact: contact@customcomic.shop or orders@customcomic.shop), we will provide information about Alternative Dispute Resolution (ADR) options and you may bring a claim in the UK small claims court where applicable. We aim to resolve consumer disputes amicably and will provide ADR details where required.
13. Contact details
Customer service: orders@customcomic.shop · +44 7503 217273
Data protection contact (for privacy-related issues): contact@customcomic.shop
14. Changes to this policy
We may update this Policy from time to time (for legal, regulatory or operational reasons). Material changes will be notified on the site and will not be applied retrospectively to orders already accepted.
Custom Comic Shop
contact@customcomic.shop
+44 7503 217273