Refund policy

RETURNS AND REFUND POLICY

We want you to be happy with your purchase. This policy explains how returns, replacements and refunds are handled.

30-day returns

You may request a return within 30 days of receiving your order.

To be eligible for a return, the product must be unworn, unused and unwashed, with any original tags attached and, where reasonably possible, in its original packaging. You will also need your order number or proof of purchase.

To request a return, use our contact form or email stevensandball@gmail.com.

Please do not send an item back until we have approved the return and provided the correct return instructions. Our products may be supplied by different fulfilment partners, so the appropriate return address will be confirmed after your request has been accepted.

Return postage

For change-of-mind returns, the customer is responsible for the cost of returning the product unless we confirm otherwise.

If the product is faulty, damaged, incorrect or not as described, we will cover reasonable return costs or provide another suitable solution.

Damaged, defective or incorrect products

Please inspect your order when it arrives. If your product is damaged, defective or different from what you ordered, contact us as soon as possible.

Please include your order number, a description of the problem and clear photographs showing the product and its packaging. Once the problem has been confirmed, we will arrange a replacement or refund as appropriate at no additional cost.

Products that cannot be returned

We cannot normally accept change-of-mind returns for:

• Personalised products or products made to a customer’s individual specifications
• Gift cards
• Products that have been worn, washed, used or damaged after delivery

These exclusions do not affect your legal rights when a product is faulty, damaged, incorrect or not as described.

Refunds

We will notify you when your return has been received and inspected.

If the refund is approved, it will be issued to your original payment method within 14 days. Your bank, card provider or payment service may take additional time to display the refund in your account.

Where required by law, we will also refund the cost of the least expensive standard delivery option offered for the original order. Additional charges for an enhanced or express delivery service are not normally refundable.

If more than 15 business days have passed since we confirmed your refund, please contact us.

Cancellations

If you wish to cancel an order, contact us as quickly as possible. Because products are made to order, we cannot guarantee that an order can be stopped after production has started. Any applicable statutory cancellation rights remain unaffected.

Your legal rights

Nothing in this policy limits or excludes your statutory consumer rights.