Refund policy

 

Thank you for shopping with Twin Fox UK. We take pride in providing high-quality print-on-demand products through our partners, Printify and Gelato. Please read our refund and return policy carefully to understand how we handle returns, exchanges, and refunds.

1. Order Accuracy & Quality

Our products are custom-made to order. We make every effort to ensure your items are printed and shipped accurately. If your order arrives damaged, defective, or significantly different from what you ordered, we will work with you to resolve the issue.

2. Eligibility for Refunds

Refunds are only available in the following situations:

  • Your item arrived damaged or defective.

  • You received the wrong item.

  • The product has a manufacturing error (printing, material, or sizing issues).

Please note: Because products are made to order, we cannot accept returns or issue refunds for:

  • Change of mind

  • Incorrect size ordered by the customer

  • Minor differences in colour or design due to printing variations

3. Reporting Issues

If you experience a problem with your order, please contact us within 14 days of receiving your item at twinfoxuk@gmail.com, including:

  • Your order number

  • A description of the issue

  • Clear photos of the defect or error

Our team will review your case and coordinate with Printify or Gelato to determine eligibility for a refund or replacement.

4. Refund Process

If your refund is approved:

  • The refund will be issued to the original payment method.

  • Processing time may take 5–10 business days depending on your bank or payment provider.

  • Shipping costs are non-refundable, except in cases where we made a shipping error.

5. Replacement Policy

If your item is eligible for replacement:

  • We will ship a new product at no additional cost.

  • Replacement orders are typically processed and shipped within 7–14 business days.

6. Shipping Issues

If your order is lost or significantly delayed due to shipping:

  • We will investigate with our print-on-demand provider and shipping partner.

  • If the order cannot be located, a replacement or refund will be issued.

7. Contact Us

For questions about your order, returns, or refunds, please reach out:

Email: twinfoxuk@gmail.com

We are committed to ensuring a positive shopping experience and will work with you to resolve any issues promptly.