Purchase Options Cancellation Policy

Thank you for shopping with It's Me Lisa G! 💗

We understand that sometimes plans change. This policy explains how cancellations work for our handmade products, personalised orders, digital downloads, pre-orders and subscriptions.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Cancelling an Order

If you need to cancel or change an order, please contact us as soon as possible.

Email: lisa@itsmelisag.co.uk

Please include your order number so we can locate your purchase quickly.

We will do our best to accommodate cancellation requests before an order has been dispatched or production has progressed.

Your statutory cancellation rights may continue to apply even after dispatch.

2. Made to Order Products

Many of our products are handmade or prepared after an order is placed.

If you wish to cancel a made-to-order product, please contact us promptly.

Where a product is not personalised or made to your individual specifications, the usual statutory cancellation rights may still apply.

Being made to order does not automatically exclude a product from cancellation rights.

3. Personalised & Custom-Made Products

Products made to your individual specifications or clearly personalised are generally excluded from the statutory 14-day change-of-mind cancellation right.

Examples may include:

• Colouring books personalised with names, photographs or other customer details.

• 3D-printed products customised to individual requirements.

• Products featuring customer-requested names, designs or personalisation.

Please check all personalisation details carefully before submitting your order.

We will try to accommodate changes or voluntary cancellations where possible, particularly before production begins.

However, once production has started, changes or voluntary cancellations may not be possible.

Your statutory rights remain protected if an item is faulty, damaged or not as described.

4. Ready to Ship Products

For eligible non-personalised physical products purchased online, you normally have 14 days from receiving your order to notify us that you wish to cancel.

You then have a further 14 days to return the goods.

We also offer a voluntary 30-day returns policy for eligible ready-to-ship products.

Please refer to our Returns & Refunds Policy for full details.

5. Digital Downloads

Our digital products include colouring books, printable files, STL and 3MF files, and other downloadable content.

Digital products are normally supplied electronically shortly after purchase.

Under UK consumer law, the 14-day cancellation right may end once digital delivery begins, provided that you have:

• Expressly consented to immediate digital delivery.

• Acknowledged that starting delivery means losing your cancellation right.

If these requirements have not been met, statutory cancellation rights may still apply.

If a digital file is faulty, inaccessible or not as described, please contact us for assistance.

Your statutory rights concerning digital content remain unaffected.

6. Pre-Orders

Some of our seasonal and special-release products are available for pre-order.

Expected dispatch dates will be displayed on the relevant product listings.

If you need to cancel a pre-order, please contact us as soon as possible.

Cancellation rights depend on the product purchased and whether it is clearly personalised or made to your individual specifications.

If a significant production or dispatch delay occurs, we will contact affected customers and explain their available options.

7. Subscriptions & Recurring Purchases

Where we offer subscriptions or recurring purchase options, the relevant billing frequency, renewal terms and cancellation arrangements will be shown before purchase.

Customers may request cancellation of future subscription renewals in accordance with the terms of their subscription.

Cancelling a subscription does not automatically refund an order or payment already processed.

However, all applicable statutory cancellation and refund rights remain unaffected.

For help with a subscription, please contact lisa@itsmelisag.co.uk.

8. Refunds Following Cancellation

Where a cancellation or refund is due under UK consumer law, we will process it within the applicable legal timeframe.

For qualifying cancellations of physical goods, this is generally within 14 days of receiving the returned goods or evidence that they have been sent back.

Refunds will normally be made to the original payment method unless otherwise agreed.

Any additional voluntary refunds will be processed according to the conditions communicated when the cancellation is accepted.

9. Contact Us

For cancellations, changes or questions about your order, please contact:

It's Me Lisa G Ltd

Email: lisa@itsmelisag.co.uk

Website: www.itsmelisag.co.uk

We're always happy to help! 💗

Nothing in this policy excludes or restricts your statutory rights under UK consumer law.