Refunds & returns.

The short version

Every BigSkid item is printed to order. That makes it a custom item under UK consumer law, which means there's no general right to return it for a change of mind or wrong size choice. If something arrives faulty, damaged, or wrong, you get it sorted at no cost to you.

Why no change-of-mind returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel doesn't apply to goods made to your specifications or clearly personalised (Regulation 28(1)(b)). Print-on-demand apparel falls into that category. Nothing is on a shelf waiting; your order triggers a new garment being printed for you.

This is why the size guide matters. Read it before you order. If you're between sizes, size up.

When you absolutely get a refund or replacement

• The item arrived damaged. Tear, stain, broken stitching, print defect, packaging crushed beyond use.
• The item is faulty. The print or fabric falls apart in normal use within a reasonable time.
• The wrong item shipped. Wrong size, wrong colour, wrong design.
• The item never arrived. Tracking shows delivery failure, or it's lost in transit.

These rights are statutory under the Consumer Rights Act 2015 (satisfactory quality, fit for purpose, as described) and we apply them honestly.

How to claim

1. Email [email protected] within 30 days of delivery.
2. Include your order number, photos of the issue, and a short description.
3. We'll either refund the order or send a replacement, no debate, as soon as the issue is verified.

You don't need to send the item back unless we ask. Most defect cases are resolved from the photos.

What's not covered

• Wrong size choice. The size guide is provided to prevent this; use it before ordering.
• Change of mind after the order has gone into production. Production usually starts within a few hours of order placement.
• Normal wash and wear over time. Prints will fade eventually if you wash hot or tumble dry; follow the care label.

If you've changed your mind very quickly

Production usually starts within a couple of hours of you placing the order. If you email us within that window we'll cancel and refund in full. After production has started the order is locked.

Disputes

If you ever feel a decision we've made isn't fair, reply to the email thread and we'll take another look. Beyond that, you have rights through your payment provider's chargeback process and, ultimately, through the small claims track of the County Court in England and Wales.

This policy doesn't override your statutory rights

Nothing here removes any right you have under the Consumer Rights Act 2015 or any other UK consumer law.