Returns & Refunds

1. Overview

At IDGO Ltd, we are committed to providing high-quality products and a fair, transparent purchasing experience.

This Return & Refund Policy explains your rights and our procedures regarding cancellations, returns, replacements, and refunds for purchases made through the IDGO website or official sales channels.

This policy should be read alongside our Terms of Use and Privacy Policy.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

2. Personalised Products

Every IDGO Card is produced specifically for the individual applicant using the personal information and photograph provided during the application process.

As your card is personalised, it is manufactured exclusively for you and cannot be resold or reused.

For this reason, once production of your personalised IDGO Card has started, you will no longer have the right to cancel your order under the Consumer Contracts Regulations 2013, except where required by law.

3. Cancelling Your Order

You may request to cancel your order before card production begins.

If production has not yet started, we may cancel your order and issue a refund, subject to any administrative or payment processing costs that have already been incurred where permitted by law.

Once card production has commenced, cancellation requests cannot normally be accepted because the product has been personalised specifically for you.

4. Refund Eligibility

You may be eligible for a full or partial refund where:

• Your order is cancelled before production begins.
• We are unable to complete your order for reasons within our control.
• Your payment has been taken in error.
• You receive an incorrect product.
• Your product arrives damaged due to manufacturing defects.
• We are legally required to provide a refund.

Refund requests are assessed individually and fairly in accordance with UK consumer law.

5. Situations Where Refunds Will Not Normally Be Available

Refunds will generally not be available where:

• Your personalised card has already entered production.
• You change your mind after production has started.
• You provided incorrect personal information or uploaded incorrect documents.
• Your application is delayed because requested information was not supplied.
• Your card cannot be delivered because an incorrect delivery address was provided.
• Your card is lost after successful delivery.
• Normal wear and tear has occurred after use.
• You fail identity verification due to inaccurate or misleading information provided by you.

Each request will be considered individually where exceptional circumstances exist.

6. Damaged, Faulty or Incorrect Products

If you receive:

• the wrong product;
• a damaged card;
• a manufacturing defect; or
• a card that does not match your approved application due to our error,

please contact our Customer Support team as soon as reasonably possible after receiving your order.

Where we confirm that the issue resulted from our error or a manufacturing fault, we will, at our discretion:

• replace the product without additional charge;
• repair the issue where appropriate; or
• provide a full or partial refund where replacement is not reasonably possible.

You may be asked to provide photographs or return the product to assist with our investigation.

7. Lost or Stolen Cards

Refunds are not available for cards that are lost or stolen after successful delivery.

Replacement cards may be issued subject to:

• identity verification;
• payment of the applicable replacement fee; and
• completion of any required security checks.

8. Incorrect Information Provided by the Applicant

Applicants are responsible for ensuring that all information submitted during the application process is complete, accurate, and up to date.

IDGO cannot accept responsibility for errors resulting from incorrect information supplied by the applicant, including but not limited to:

• spelling mistakes;
• incorrect names;
• incorrect dates of birth;
• inaccurate addresses;
• unsuitable photographs; or
• incorrect supporting documents.

Where a replacement card is required because incorrect information was provided during the application process, an additional production fee may apply.

9. Delivery Issues

If your order has not arrived within the estimated delivery period, please contact us before requesting a refund.

We will investigate the delivery with our postal or courier provider.

Where a parcel is confirmed as lost before delivery, we may offer either:

• a replacement card; or
• a refund where appropriate.

Delivery delays alone do not automatically entitle customers to a refund.

10. How to Request a Refund

To request a refund, please contact our Customer Support team using the contact details published on our website.

Please include:

• your full name;
• order number;
• registered email address;
• reason for the request; and
• any supporting photographs or documents where applicable.

Providing complete information will help us process your request more efficiently.

11. Refund Processing

Where a refund is approved, it will normally be processed using the original payment method.

Refunds are generally processed within 5–10 business days after approval, although processing times may vary depending on your payment provider.

IDGO is not responsible for delays caused by banks or payment service providers after the refund has been issued.

12. Replacement Cards

Replacement cards may be issued where:

• your card has expired;
• your personal details have legally changed;
• your card has been damaged;
• your card has been lost or stolen; or
• replacement is required for security reasons.

Replacement fees may apply unless the replacement results from an error or manufacturing fault attributable to IDGO.

13. Fraud Prevention

To protect our customers and maintain the integrity of our products, we reserve the right to refuse any refund request where we reasonably suspect:

• fraudulent activity;
• identity fraud;
• misuse of our products;
• abuse of this policy; or
• chargeback fraud.

Where appropriate, we may request additional documentation before making a decision.

14. Your Statutory Rights

Nothing in this Return & Refund Policy limits or excludes any rights you have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.

Where there is any inconsistency between this policy and your statutory rights, your statutory rights shall prevail.

15. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, business operations, or legal requirements.

The latest version will always be published on our website.

Continued use of our products after updates have been published constitutes acceptance of the revised policy where permitted by law.

16. Contact Us

If you have any questions regarding this Return & Refund Policy or wish to request a return, replacement, or refund, please contact us.

Email: support@idgocard.co.uk

Our Customer Support team will aim to respond as promptly as reasonably possible and work with you to resolve your enquiry fairly and efficiently.