Refunds & returns
Last updated: 16 September 2026
The short version: if your card arrives faulty, damaged, or doesn't arrive at all, we replace it or refund you in full — no quibble. Because each card is printed and encoded to your personal profile, and every printed item, board and sign is made to your specification, change-of-mind returns are more limited, but talk to us and we'll be fair.
1. Faulty or damaged cards
If your card doesn't tap, arrives damaged, or stops working through normal use, tell us within 30 days of delivery and we'll send a free replacement or give you a full refund — your choice. After 30 days we'll still replace cards that fail through no fault of yours. This sits alongside your rights under the Consumer Rights Act 2015.
2. Cards that don't arrive
Dispatch is normally within 7–10 working days. If your card hasn't arrived within 14 days of your dispatch email, let us know and we'll send a replacement or refund you in full.
3. Changed your mind?
Under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel a distance purchase. Cards that have been printed and encoded to your profile are personalised goods, so the statutory cancellation right doesn't apply to them once production has started — but if you cancel before we've produced your card, we'll refund you in full. Get in touch quickly and we'll tell you where your order is.
4. Printed items, stands, boards and signs
Printed business cards, counter stands, roll-up banners, display boards and metal signs are made to order to the specification on your order. Like the cards, they are personalised goods, so the 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply once production has started. Cancel before production starts and we refund you in full, including anything you paid towards getting it to you. If what arrives is not what you ordered, arrives damaged, or does not arrive, that is not a change of mind: tell us within 30 days of delivery and we will remake it or refund it, your choice. Your rights under the Consumer Rights Act 2015 are unaffected.
Delivery on these items is charged as its own line rather than included in the price: £10.19 per order for UK delivery, free once the printed items in your basket reach £100. NFC cards are posted free and do not attract it. Northern Ireland, the Scottish Highlands and the islands are sometimes surcharged by our printer. We charge the same flat rate to everyone and check those orders by hand before printing, so we will come back to you before anything is made if it changes. If we refund an order in full before it ships, the delivery you paid comes back with it.
5. Your free profile
Your digital profile is free. There's nothing to cancel or refund — you can delete your account at any time from your dashboard settings.
6. Pro subscription
Pro is optional and included free with every card (3 months with plastic, 6 with bamboo, 12 with metal). If you take paid Pro — on its own or after the included period ends — it renews automatically until you cancel. You can cancel any time from your dashboard: cancelling stops the next renewal, and you keep Pro until the end of the period you've already paid for. Monthly Pro (£3.99) is not refundable for the current month. Annual Pro (£39) cancelled within 14 days of purchase, and unused, is refunded in full. Cancelling Pro never affects your card, profile, contact-back or analytics — those keep working. Full details are in our Terms.
7. How to ask for a refund or replacement
Reply to your order confirmation email, or email hello@universalcontacts.co.uk with your order details. Refunds go back to your original payment method within 14 days of us agreeing the refund. A real person reads every message.
8. Your statutory rights
Nothing in this policy affects your statutory rights as a UK consumer.
UniversalContacts is a product of Towpath Digital Ltd (Company No. 16913912), Huntingdon Boathaven, The Avenue, Godmanchester, Huntingdon, England, PE29 2AF.