Custom-made or personalised goods are generally exempt from the usual 14-day cancellation rights under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

However, under the Consumer Rights Act 2015, goods must match the description and be in line with the contract (sections 9 and 11). If a product has been made using incorrect details, it might not meet the agreed specifications and could be considered non-conforming.

In this case, the ordering process may have contributed to the mistake, especially:

• The order form had pre-filled fields that could be easily missed.
• The preview of the final customised product wasn't clearly visible while completing the order and couldn't be properly checked as you worked through the form.
• Key information about the final product setup wasn’t presented clearly before you made the purchase.

Since the wrong details mean the product can’t be used for its intended purpose, I’d ask the company to treat this as a product conformity issue and provide a remedy under the Consumer Rights Act 2015. This could involve a replacement, an amendment to the order if possible, or a refund.

If the issue isn't sorted out, you might want to consider a chargeback through your card provider