Refund policy

Non-personalised items

This applies to items bought exactly as shown, with no personalisation added — currently the Fingerprint Heart Tee.

You have the right to cancel your order for any reason within 14 days of receiving it. Tell us within that period, then return the item within a further 14 days.

• Items must be unworn, unwashed and in original condition with any tags attached
• Return postage is paid by the customer, unless the item is faulty or we sent the wrong thing
• Refunds go back to your original payment method within 14 days of the item reaching us
• Please use a tracked service. We cannot refund an item that does not arrive

Personalised and custom items

This applies to anything carrying your photo, dates, initials or other personalisation — the Heartbeat Fingerprint Anniversary Tee, the Fingerprint Heart Initial Tee, and all custom photo orders.

These items are made to your specification and cannot be resold, so they are exempt from the 14-day right to cancel under regulation 28 of the Consumer Contracts Regulations 2013. Once production has begun, a personalised order cannot be cancelled, returned or refunded because you have changed your mind or ordered the wrong size.

Please check your size against our size guide, and check your spelling, dates and initials carefully before approving your proof.

This exemption does not apply to faulty items.

Cancelling before production

You may cancel or change any order, including a personalised one, within 24 hours of placing it, provided production has not started.

Faulty, damaged or incorrect items

Your rights under the Consumer Rights Act 2015 apply to everything we sell, including personalised and custom items, and nothing in this policy affects them.

If an item arrives faulty, damaged, or is not what you ordered:

• Within 30 days of delivery you may reject it and receive a full refund
• After 30 days you are entitled to a repair or replacement, and to a refund if neither is possible
• We pay return postage on all faulty, damaged or incorrect items

This covers our mistakes too — a misspelled date, the wrong initial, a misplaced or poorly stitched design, or an item that does not match the proof you approved.

Message us on WhatsApp with your order number and a photo of the problem and we will put it right.

Exchanges

We exchange non-personalised items for a different size or colour within 14 days of delivery, subject to availability. Return postage is paid by the customer; we cover the cost of sending the replacement.

Personalised items cannot be exchanged unless faulty.