Refund policy
1. Overview
We want you to be happy with your order. If something isn’t right, we’re here to help.
This policy outlines your rights and our process for returns and refunds.
2. Returns (Non-Custom Items)
You may return non-custom items within 14 days of delivery.
To be eligible for a return:
-
Item must be unused and unworn
-
In original condition
-
With any original packaging
To request a return, please contact us before sending anything back.
3. Custom & Printed Items
Due to the nature of made-to-order products:
❌ We do not accept returns or refunds for:
-
Custom designs
-
Personalised items
-
Incorrect sizes chosen by the customer
Unless the item is faulty or incorrect.
4. Faulty, Damaged or Incorrect Items
If your item arrives:
-
Damaged
-
Faulty
-
Incorrect
Please contact us within 48 hours of delivery with:
-
Photos of the item
-
Photos of the packaging
We will:
-
Replace the item, or
-
Issue a refund where appropriate
5. Exchanges
We do not offer direct exchanges.
If you need a different size or item:
-
Please place a new order
-
Return the original item (if eligible)
6. Refunds
Once your return is received and inspected:
-
Approved refunds will be processed within 5–10 working days
-
Refunds are issued to the original payment method
Shipping costs are non-refundable unless the item is faulty or incorrect.
7. Return Shipping
-
Customers are responsible for return shipping costs
-
We recommend using a tracked service
We are not responsible for items lost in return transit.
8. Non-Returnable Items
We cannot accept returns on:
-
Custom or personalised items
-
Items that have been worn, washed, or used
-
Items returned outside the return window
9. Late or Missing Refunds
If you haven’t received a refund:
-
Check your bank account
-
Contact your payment provider
If the issue persists, contact us and we’ll help.
10. Contact
For any return or refund enquiries, please contact:
info@reefersmerch.co.uk