Refund process
Refunds run on the original payment method. We process a refund within 3 to 5 working days of receiving the returned goods, or of accepting a defect claim that needs no return. Your bank or card issuer may take a further 2 to 5 working days to credit your account.
Card refunds
- Triggered via Stripe once we approve the refund.
- Refund appears as a negative entry on your card statement, against the original charge.
If you do not see the refund 5 working days after we confirm it:
- Check the original card statement; the refund should reverse the original charge.
- Contact your card issuer if it has not posted. We can supply a Stripe trace ID if needed.
Net 30 refunds
- We credit or refund on request. Reply to the refund approval email and tell us which you would rather have.
Bank transfer refunds
For orders originally paid by bank transfer, we refund by bank transfer.
Partial refunds
Common partial-refund scenarios:
- One item in a multi-item order has a print error. We refund the affected item only; the rest of the order remains paid.
- Volume discount no longer applies after a quantity reduction. We refund the difference.
- Shipping refunded but goods kept. Used where we covered the original shipping by mistake or where shipping was double-charged.
For partial refunds, we email the breakdown for approval before triggering. We do not partially refund without confirmation.
Refund vs reissue
For print errors and defects we caused, our default is reissue, not refund. Reissue means:
- We make the item again at no cost to you.
- We ship the replacement, also at no cost.
- The original item is yours (keep, recycle, donate).
You can ask for a refund instead if a reissue does not work for you (e.g. the event has passed). The refund covers the affected items at the original price.
Disputes and chargebacks
If we cannot agree on a refund, you have two options:
- Dispute via your card issuer. The issuer raises a chargeback; we respond with order, design, mockup approval, and shipping evidence within 7 working days.
- Get independent advice from the Citizens Advice consumer service.
Either way, we work to resolve directly first. Reply to the order email; we usually find a path that does not need either.
