Returns and Refunds Policy – We want you to be happy with every order from Ballistic Designs. If something isn’t right, we’ll put it right as quickly as possible.
This policy explains how returns, refunds and exchanges work, including your rights under UK consumer law.
1) Faulty, damaged or incorrect items
If your item arrives damaged, faulty, or you’ve received the wrong product, please contact us within 48 hours of delivery (or as soon as you notice the issue).
To help us resolve it quickly, please include:
- Your order number
- A short description of the problem
- Clear photos (and a photo of the packaging if damaged)
What we’ll do:
- Depending on the situation, we’ll offer a replacement, repair, or refund in line with your statutory rights.
2) Change of mind returns (standard items)
If you’ve changed your mind, you can return eligible standard items within 14 days of receiving your order.
Conditions:
- Items must be unused, unfitted, and returned in original condition
- Any included parts, inserts and packaging should be returned
- You’re responsible for return postage for change-of-mind returns (unless we supplied the wrong item)
- Once the return is received and checked, we’ll refund the item cost.
3) Custom / made-to-order / personalised items
Many of our products are made to order or produced specifically for your selection (e.g., colour/size variants, customised mounts, bespoke prints).
These items are not eligible for change-of-mind returns once production has started, unless they are faulty or not as described.
If you’re unsure before ordering, message us, and we’ll help you choose the right option.
4) Items that can’t be returned
For hygiene, safety and fairness, we may be unable to accept returns on:
- Items showing signs of fitting, wear, or use
- Items modified, altered, or damaged after delivery
- Clearance items marked as final sale (where stated)
If you’re unsure whether your item is returnable, contact us first.
5) How to start a return
Email our support team with your order number and the reason for return.
We’ll reply with the return instructions and return address.
Package the item securely and send it back.
Important: Please don’t send returns without contacting us first – it helps us match parcels to the correct order and speed things up.
6) Refunds
Once your return is received and inspected, we’ll confirm the outcome by email.
Refund timing:
- Approved refunds are processed back to your original payment method.
- Banks/payment providers can take a few working days to show the funds.
What’s refunded:
- For change-of-mind returns: the item price (excluding any shipping/upgrade costs).
- For faulty/incorrect items, we’ll confirm whether return postage is covered on a case-by-case basis.
7) Exchanges
If you ordered the wrong variant (size/colour/model), contact us as soon as possible.
Where stock allows, we can often arrange an exchange. Return postage costs may apply.
8) 3D-printed product notes
Because our products are 3D printed, minor surface marks, layer lines, or finish variations can be normal and are not considered faults. We do, however, quality-check every item and will always resolve genuine issues.
9) Contact
To start a return or report a problem, contact us:
Email: [email protected]
Please include your order number in your message.
When sending your item back to us, please use this postal address:
Ballistic Designs Returns (Visual Shop Ltd)
40 Meadow Road
Earley
Reading
RG6 7EX
10) Statutory rights
This policy does not affect your statutory rights under UK consumer law (including the Consumer Rights Act 2015 and Consumer Contracts Regulations).