Refund & Returns Policy
The short version. Custom and personalised condoms can't be returned once made (they're produced just for you). Anything faulty or damaged: tell us within 14 days and we'll fix it. Standard funny condoms: 14-day return window like any other UK retailer.
At a glance
| Situation | What happens |
|---|---|
| Custom or personalised order, no fault | No return or refund. They're made specifically for you. |
| Order arrives damaged, faulty, or not as described | Tell us within 14 days. Replacement or refund, return postage on us. |
| Cancel a custom order before production starts | Full refund. |
| Cancel a custom order after production has started | No refund — production is already paid for. |
| Standard funny condoms (not personalised), unopened | Return within 14 days for a refund. You pay return postage. |
| Business or bulk order | Covered by our Business Terms, not this page. |
Custom and personalised condoms
Anything you've designed, personalised, or ordered with your own artwork is made specifically for you. Under Regulation 28(1)(b) of the UK Consumer Contracts Regulations 2013, made-to-order goods don't qualify for the 14-day cooling-off period that applies to off-the-shelf products.
Once you've approved your design and we've started production, we can't accept a return or issue a refund unless the goods turn out to be faulty. Please check your artwork carefully before approving.
Damaged, faulty, or not as described
If anything arrives damaged, defective, or different to what you ordered, contact us within 14 days of delivery via our contact page. Include your order number and clear photos of the issue and the packaging.
We'll arrange a replacement, a repair, or a refund, whichever fits the situation best. For genuine faults, we cover the return postage. This is on top of your statutory rights under the Consumer Rights Act 2015.
Cancellations
You can cancel a custom order at any time before you approve your design or before we start production, whichever comes first. We'll refund you in full.
Once production starts, the order is locked. We can't cancel or refund a custom order after that point unless the goods are faulty.
Standard funny condoms (non-personalised)
Off-the-shelf funny condoms qualify for the standard 14-day right to cancel under UK consumer law. You have 14 days from the day you receive them to tell us you're cancelling, and a further 14 days to send them back.
To qualify, items must be unopened and in resaleable condition. Return postage is at your cost unless we failed to tell you so beforehand. Hold on to your proof of postage in case the parcel goes missing.
Return address
Returns should be sent to:
Returns — Goldmine Souvenirs Ltd
Eurolink Business Centre, 49 Effra Road, London SW2 1BZ, United Kingdom
Please don't send anything back without contacting us first so we can flag it and look out for the parcel.
How and when refunds are paid
Refunds go back to the original payment method (the card you paid with via Stripe). Under the Consumer Contracts Regulations 2013, we'll process your refund within 14 days of receiving the returned goods, or within 14 days of you telling us you're cancelling if no return is needed.
The money usually shows up in your account within 3 to 5 working days after we process it, depending on your card issuer.
Business and bulk orders
This page covers consumer purchases from our online shop. Business orders, bulk orders, and trade orders are covered by our Business Terms, which include different windows for fault notification (7 working days) and different rules for cancellation after photo-proof approval.
Questions or problems
Get in touch via our contact page with your order number and a photo if there's an issue with what arrived. We aim to acknowledge within two working days and resolve within ten.
If we can't reach an agreement, you have the right to use an alternative dispute resolution scheme or the EU Online Dispute Resolution platform at ec.europa.eu/odr.