Refund policy

Returns & Refunds Policy

Last updated: 13-8-26

All products sold in this store are custom-printed on demand and made to order especially for you. Each item features our unique, novel designs that are printed and fulfilled only after you place your order. Because the products are personalised and produced specifically for the individual customer, they are exempt from the standard 14-day cooling-off / cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This means we do not accept returns or offer refunds for change of mind, incorrect size, wrong colour choice, or buyer’s remorse.

What is covered

We will happily arrange a free replacement or a full refund if your item arrives:

Damaged or defective (manufacturing fault, printing error, warped print, ink issues, etc.)
Misprinted (wrong design, wrong placement, wrong colours, or wrong item)
Lost in transit (package never arrives)

Claims must be submitted within 30 days of the delivery date (or the estimated delivery date if the package is lost).

How to make a claim

Email us at hello@tyneandterrace.com as soon as possible.
Include:
- Your order number
- A clear description of the problem
- Clear photographs of the issue (ideally showing the whole item and the specific fault)
We will review the claim and submit it to our print-on-demand partner (Printful) on your behalf.
Once approved, we will either:
- Arrange a free replacement shipped directly to you, or
- Issue a full refund to your original payment method via Shopify.

You do not normally need to return the faulty item to us.

What is not covered

We cannot accept returns or offer refunds/exchanges for:

Change of mind
Incorrect size or colour ordered
Items that have been worn, washed, or damaged by the customer
Orders where the customer provided an incorrect shipping address (reshipping may be possible at extra cost)

Please check our detailed size guides on every product page before ordering. If you are unsure about sizing, contact us before purchasing.

Your statutory rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not of satisfactory quality, you are still entitled to a remedy.