Refund Policy
At Echo and Sprout Designs, every item is made with care, attention and a bit of cheek. We want you to love your order, but if there's ever a problem, we'll do our best to put it right.
Returns & Refund Policy
If you change your mind about a non personalised item, you can request a refund or exchange within 14 days of delivery.
To start a return, please contact us first with your order number and reason for return. Items must be unused, in their original packaging and returned in the same condition as you received them.
Once your return is received and approved, we'll issue a refund (minus postage costs) to your original payment method within 7 working days.
Return postage
return postage costs (for non faulty items) are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for lost items.
Personalised & Bespoke Items
Personalised, custom, or made to order products cannot be returned or refunded, unless they arrive damaged or faulty.
Please double check all spellings, details and design choices before placing your order.
Damaged or Faulty Items
Damaged or faulty items (48-hour reporting window)
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery so we can put it right quickly. Email us with your order number and clear photos of:
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the item,
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any damage/issue close-up, and
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the packaging (including the label if possible).
Once we’ve reviewed this, we’ll arrange a replacement or refund where appropriate. Claims reported after 48 hours may still be considered, but we may be unable to offer a full refund or replacement depending on the circumstances.
If you want a slightly firmer version (less wiggle room), use this instead:
Damaged or faulty items (48 hours)
Please notify us within 48 hours of delivery if your item arrives damaged, faulty, or incorrect. Include your order number and photos of the item and packaging. We’ll offer a replacement or refund where appropriate. Reports made after 48 hours may not be eligible.