Refund policy
Returns & Refunds Policy
Last updated: July 2026
At Made With Dua, we take great pride in creating high-quality Islamic gifts and personalised keepsakes. As many of our products are made to order, please read our Returns & Refunds Policy carefully before placing your order.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at info@madewithdua.co.uk.
Orders for non-personalised items may be cancelled before they are dispatched.
As most of our personalised products are made to your individual specification, once production has begun we are unable to cancel or amend your order.
Your Right to Cancel (Non-Personalised Items)
Under the Consumer Contracts Regulations, you have the right to cancel your order for non-personalised items within 14 days of receiving your goods.
You must notify us of your decision to cancel within this 14-day period by emailing info@madewithdua.co.uk.
Once you have notified us, you have a further 14 days to return the item.
Returned items must:
- Be unused and in a resaleable condition.
- Be returned, where possible, in their original packaging.
- Include all accessories or promotional items supplied with the order.
Customers are responsible for the cost of returning unwanted items. We recommend using a tracked postal service and retaining proof of postage.
Once your return has been received and inspected, we will refund the purchase price within 14 days of receiving the returned goods.
Personalised & Made-to-Order Products
As permitted under the Consumer Contracts Regulations, personalised and custom-made products are exempt from the statutory right to cancel.
This means we cannot accept returns or offer refunds if you simply change your mind after production has begun.
Please check all names, spellings, dates and other personalisation details carefully before placing your order, as we will produce your item using the information provided.
This does not affect your legal rights if the item is faulty, damaged or personalised incorrectly due to our error.
Faulty, Damaged or Incorrect Items
We ask that you inspect your order as soon as it arrives.
If your order is faulty, damaged, or you have received the wrong item, please contact us as soon as reasonably possible by emailing info@madewithdua.co.uk with:
- Your order number.
- A description of the issue.
- Clear photographs showing the problem where possible.
Under the Consumer Rights Act 2015, you are entitled to a remedy if your goods are faulty, not as described or not fit for purpose.
Where appropriate, we will offer a repair, replacement or full refund in accordance with your statutory rights.
If the fault is our responsibility, we will also reimburse any reasonable return postage costs.
Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
Approved refunds will be made to your original payment method. Please allow up to 5–10 working days for your bank or payment provider to process the refund.
Non-Returnable Items
Unless faulty or supplied in error, we cannot accept returns of:
- Personalised or customised products.
- Made-to-order items.
- Gift cards (if applicable).
- Sale or clearance items (unless faulty).
Return Address
Please contact us before returning any item. We will provide the appropriate return instructions and return address once your return request has been approved.
Contact Us
If you have any questions about your order or this Returns & Refunds Policy, please contact us:
Made With Dua
Email: info@madewithdua.co.uk
We will always do our best to resolve any issues fairly, promptly and in accordance with UK consumer law.
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Your statutory rights are not affected by this policy.