At MTB Group Limited T/A Off The Tag, we take pride in creating personalised gifts made just for you. Because each item is custom-made, our returns and refunds policy is as follows:

1. Personalised Items

• All products are personalised and made to order based on the details and images you provide.
• We are unable to accept returns or offer refunds for customer errors (e.g., incorrect spellings, images, or personalisation details supplied by you).

2. Faulty or Damaged Items

• If your order arrives damaged or with a manufacturing fault, please contact us within 7 days of receiving your item.
• Email us at [your email address] with your order number, a description of the issue, and a clear photograph of the item.
• Once we have verified the fault or damage, we will offer you a replacement or a full refund (including original delivery costs, if applicable).

3. Order Cancellations

• Orders may be cancelled within 1 hour of placing the order, provided production has not already begun.
• Please contact us as soon as possible if you need to cancel.

4. Non-Personalised Items

• If we offer any non-personalised items, these can be returned within 14 days of delivery, provided they are unused and in their original packaging.
• Please contact us to arrange a return.

5. How to Contact Us

For all returns, refund requests, or queries, please email: [your email address]

MTB Group Limited T/A Off The Tag reserves the right to update this policy at any time.