Refund and Returns Policy

Thank you for choosing our Direct-to-Garment (DTG) store. We strive to provide high-quality custom apparel tailored to your specifications. Please review our Refund and Returns Policy carefully before making a purchase:

General Policy

Due to the custom nature of our products, which are printed on-demand, we do not accept returns or offer refunds for change of mind or incorrect sizing. It is essential that customers review our Sizing Guide prior to ordering.

Faulty Products

If your item arrives faulty or damaged, we will accept returns for replacement or refund. Here are the conditions:

• The item must be reported as faulty within 14 days of receipt.
• Items must be unused and in their original packaging.
• You must provide clear photographs of the fault or damage.

Non-Returnable Items

Custom or personalized items, including those with specific designs or text chosen by the customer, are non-returnable, except in the case of manufacturing defects where the fault lies with us.

Exchanges

We do not offer exchanges for different sizes, colors, or styles unless the item is faulty. However, if your order was incorrect due to our error, we will replace it at no additional cost.

Return Process

1. Contact us at shop.firedog.co.uk to initiate a return for a faulty item. Include your order number and photographs showing the fault.
2. We will provide you with further instructions on how to return the item.
3. Return shipping costs are to be covered by the customer unless the return is due to an error on our part.

Refunds

Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund. If approved:

• Refunds will be processed to your original method of payment within 14 business days.
• Shipping costs are non-refundable.

Design Discrepancies

Since our products are printed according to the specifications provided at the time of order, we cannot accept returns or refunds if the design does not meet your expectations based on what was shown on our website.

Exceptions

There might be minor variations in colour or placement due to the nature of DTG printing. These are not considered defects unless they significantly differ from the product representation online.

Contact Us

For any issues with your order, please contact our customer service team at shop.firedog.co.uk for assistance.

Note

Always measure your size against our Sizing Guide before ordering, as we cannot guarantee a refund or exchange for incorrect sizing choices.

This policy reflects practices common among other DTG and bespoke product e-commerce stores, ensuring that while we offer customization, we also maintain the ability to sustain our business model by avoiding unnecessary returns. By placing an order, you acknowledge and agree to these terms.