Refund policy
Including Refund Policy
Surf Shack Designs is a UK-based business. This policy applies to all orders placed and delivered within the United Kingdom.
Print-on-Demand & Made-to-Order Items
All of our products — including all t-shirts, tote bags, mugs, art prints, and canvases, everything that we produce — are custom printed or made on demand specifically for you at the time of purchase.
Under the UK Consumer Contracts Regulations 2013, made-to-order and personalised goods are exempt from the standard 14-day cancellation and cooling-off period. As such, we are unable to accept returns, refunds, or exchanges on print-on-demand items for change of mind or incorrect size selection.
In line with most Print on Demand business, we strongly recommend checking our size guides carefully before ordering. If you have any questions about a product before purchasing, please contact us at:
surf-shack-designs@outlook.com.
Damaged, Defective or Incorrect Items
Your statutory rights under the Consumer Rights Act 2015 are fully protected. If your item arrives damaged, defective, or if you receive the wrong item entirely, we will always fix it.
Please inspect your order upon receipt. Do not mail the item back. Instead, contact us within 30 days at surf-shack-designs@outlook.com with:
- Your order number
- A clear photograph showing the damage or printing error
Once verified, we will arrange a free replacement, reprint, or a full refund at no cost to you.
Please note that this does not affect your statutory rights
Exchanges
Because items are custom-made to order, we do not offer standard exchanges. If you require a different size or design, a new order must be placed via our website.
Refunds
If a refund is approved for a defective or incorrect item, it will be processed automatically to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at surf-shack-designs@outlook.com.
Important Note on Shipping Addresses
Please do not attempt to return items to the address printed on your package label. Printify fulfillment facilities do not accept or process unauthorized guest returns, and any items sent there will be discarded. All issues must be handled digitally by emailing our support team first.
Contact Us
For any questions about your order, please contact us at:
📧 surf-shack-designs@outlook.com
We aim to respond to all enquiries within 2 business days.