@BrutusGoldBoutique thanks for clarifying. However Citizens Advice (I can't find the advice written as clearly on gov.uk) says this:
You automatically get a 14-day ‘cooling-off period’ when you buy something you haven’t seen in person - unless it’s bespoke or made to measure.
The cooling-off period starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund.
You won’t get a cooling-off period when you buy:
- something that deteriorates quickly - like flowers or food
- an item that was personalised or custom-made for you
- anything from a private individual rather than a business
- a CD, DVD or software, if you break the seal on the wrapping
I clicked on a random T-shirt on your website - how is this personalised or custom-made?
brutusgold.co.uk/collections/womens/products/yes-sir-i-can-boogie-t-shirt-red-womens
Most people would understand those terms to mean something that cannot just be resold to someone else (which is why you would not be entitled to a refund - e.g. made to measure curtains or a personalised t-shirt).
Where on your website does it state that all products are made to order? It's really not clear and neither your FAQ page nor your Shipping & Returns page contains the words "custom", "made to order", or "personalised". You might want to make it a lot clearer why customers are not entitled to refunds.
Also, if all products are made to order for the specific customer, how can you offer wholesale?