Refund policy
Last updated 25 October 2026
Draft for legal review before launch.
We want you to be happy with your site and your paper. This policy explains when you can cancel and what you get back. Your local consumer law may give you more rights, and nothing here limits them.
Wedding websites
| When you cancel | What you get back |
|---|---|
| Before we start building (we tell you when we start) | A full refund |
| After we start, before your site goes live | A refund minus the work already done, never less than 50% of the website price |
| After your site goes live | No refund, except where the site does not work as described and we cannot fix it |
EU, EEA and UK customers: you normally have 14 days to withdraw from an online purchase. Because a wedding website is made for you, we will ask you to agree that we can start within those 14 days. If you agree and we finish the site within that time, the right to withdraw ends; if you cancel before then, we refund the price minus the work already done.
Paper and gifts
- You can cancel free of charge until you approve the proof.
- Once production starts, personalised items cannot be refunded because they are made only for you.
- If anything arrives damaged, misprinted against your approved proof, or missing, tell us within 14 days of delivery with a photo. We will reprint or replace it, or refund it if that is not possible.
Extras
- Domain names cannot be refunded once registered, because the registration fee is paid to the registry.
- Rush delivery is refunded in full if we miss the promised time.
How to ask
Email [email protected] with your order reference (it starts with TWI-). We reply within two working days and refund to your original payment method within 14 days of agreeing a refund.