Returns and Refunds

Damaged, defective or incorrectly printed items

If your order arrives damaged, defective, misprinted or materially different from what you ordered, please contact us as soon as possible—ideally within 30 days of delivery.

Include:

Your order number
A description of the problem
Clear photographs showing the item and the issue
A photograph of the packaging where relevant

Once we have reviewed the problem, we will arrange an appropriate remedy, which may include a replacement or refund.

You will not normally need to return a faulty or incorrectly printed item unless we ask you to. If a return is required because the item is faulty or incorrect, we will provide instructions and cover reasonable return costs.

The 30-day reporting request helps us raise the issue with our fulfilment partner promptly. It does not limit any statutory consumer rights that apply to your purchase.

UK change-of-mind returns

If you are a UK customer, you may cancel an eligible online purchase by notifying us within 14 days of receiving it, without giving a reason.

After notifying us, you must return the item within a further 14 days. Please contact us before sending anything so that we can provide the correct return instructions.

Returned products must be unworn, unwashed and handled only as much as reasonably necessary to inspect them. We may reduce the refund if the item has been used, damaged or handled beyond what would reasonably be permitted in a shop.

Unless the item is faulty or incorrect, you are responsible for the return postage cost. We recommend using a tracked service and retaining proof of postage.

Once the return has been received, or you provide satisfactory evidence that it has been sent, we will process the refund in accordance with applicable law. Eligible refunds include the item price and the cost of our least expensive standard delivery option. Any additional cost for express or upgraded delivery is not refundable.

These cancellation rights do not apply to products made to your individual specifications or clearly personalised for you, where the relevant legal exemption applies.

Customers outside the UK

For customers in Canada, Australia, New Zealand and the United States, we do not generally accept returns or exchanges because you changed your mind, selected the wrong size or ordered the wrong colour.

Please check the product details and size guide carefully before ordering.

This policy does not affect any mandatory consumer rights in your country, state, province or territory. Where applicable law gives you additional rights in relation to faulty, unsafe, misdescribed or unsuitable products, those rights continue to apply.

Incorrect size or colour ordered

Because our products are made to order, we cannot generally replace or refund an item solely because the wrong size or colour was selected, except where UK cancellation rights or other mandatory local rights apply.

If we sent a different size or colour from the one shown in your order confirmation, contact us with photographs and we will put it right.

Exchanges

We do not currently offer direct exchanges.

Where you have a legal right to return an item, you may return it in accordance with this policy and place a separate order for the preferred product or size.

Cancelling or changing an order

Contact us immediately if you need to change or cancel an order. Orders are sent to production quickly, so we cannot guarantee that changes or cancellations will be possible once fulfilment has started.

This does not affect any cancellation rights you may have under applicable consumer law.

Lost or delayed orders

If your parcel has not arrived, first check:

The delivery address in your order confirmation
Any tracking information provided
Safe places around the delivery address
Whether the carrier left a delivery notice
Whether someone else at the address accepted it

If the tracking appears stuck or the order has not arrived within a reasonable period after its estimated delivery date, contact us. Please report potentially lost parcels within 30 days of the estimated delivery date wherever possible.

Incorrect or incomplete delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because the address supplied was incorrect, incomplete or unclaimed, additional postage may be required before it can be sent again. If the mistake was ours, we will resolve it without charging you additional delivery costs.

How refunds are issued

Approved refunds are returned to the original payment method. Processing times after a refund is issued depend on your bank or payment provider.

Original express-delivery charges, customs duties, import taxes and other non-refundable charges will only be refunded where required by applicable law.

Before returning anything

Please do not send products directly to an address shown on the parcel or to a Printful facility without contacting us first. Unauthorised returns may not reach us and could prevent us from processing your request.

[hello@thedogfreeclub.com]

Please include your order number and the email address used at checkout.