Returns & Refunds

We hope you are happy with your order from Unfiltered Still Here. However, we understand that you may occasionally need to return an item or report a problem.

Every order is carefully produced and checked before dispatch. This policy explains how cancellations, returns, exchanges and refunds are handled.

Nothing in this policy affects your statutory consumer rights.

Change-of-Mind Returns

For standard, non-personalised products purchased through our website, you have the right to cancel your order within 14 days of receiving it, without providing a reason.

After telling us that you wish to cancel, you must return the item within a further 14 days.

To request a return, please contact us through our website contact form and provide:

• Your full name

• Your order number

• The email address used to place the order

• The product you wish to return

Please wait for return instructions before sending anything back.

Do not return products directly to our printing or fulfilment partner. Returns sent without authorisation or to the wrong address may not be received or processed.

Return Condition

Returned products should be:

• Unworn and unused

• Unwashed

• Free from marks, scents, pet hair or other damage

• Returned with any original labels or packaging

• Packaged securely to prevent damage during transit

You may inspect or try on an item in the same way that you reasonably would in a physical shop.

We may reduce your refund if an item has lost value because it has been worn, used, washed, damaged or handled more than was necessary to inspect it.

Personalised and Custom-Made Products

The change-of-mind cancellation right does not normally apply to products that have been made to your individual specifications or clearly personalised for you.

This may include products featuring:

• A customer’s name

• A personal photograph

• Customer-supplied wording

• A specially requested design

• Other individual customisation

Personalised and custom-made products can still be returned if they are faulty, damaged, not as described or different from what was ordered.

A standard product featuring one of our existing Unfiltered Still Here designs is not treated as personalised merely because it is printed after your order is placed.

Faulty, Damaged or Incorrect Products

Please inspect your order as soon as it arrives.

Contact us promptly if an item is:

• Faulty

• Damaged during delivery

• Incorrect

• Misprinted

• Missing part of its design

• Significantly different from the product description

Please provide:

• Your order number

• A description of the problem

• A photograph of the complete product

• A clear photograph showing the fault or damage

• A photograph of the packaging and delivery label where relevant

Please do not return a faulty or damaged item until we have provided instructions.

Where a fault is confirmed, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may be a replacement, repair, refund or price reduction.

We will cover reasonable return postage costs where an item is confirmed to be faulty, damaged, incorrect or not as described.

Faulty Products Within 30 Days

Under UK consumer law, customers generally have a short-term right to reject faulty goods within 30 days of delivery.

Please contact us as soon as possible if you believe your product is faulty. Reporting the problem promptly allows us to investigate and resolve it more quickly.

After the initial 30-day period, you may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable consumer law.

Incorrect Size or Colour Ordered

Please check the relevant product description and size guide before ordering.

Choosing the wrong size, colour, phone model or product variation is normally treated as a change-of-mind return rather than a product fault.

Standard, non-personalised products may be returned under the change-of-mind procedure where the return request is made within the required period.

A product will be treated as incorrect or faulty if:

• We supplied a different size or colour from the one ordered

• The product was incorrectly labelled

• The product measurements differ significantly from the published size information

Exchanges

We do not currently process direct exchanges.

To obtain another size, colour or product, please return the eligible original item for a refund and place a new order through our website.

This helps ensure that your preferred replacement is ordered correctly and remains available.

Personalised products cannot be exchanged unless they are faulty, damaged, incorrect or not as described.

Return Postage

For change-of-mind returns, the customer is responsible for the return postage cost.

We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

Unfiltered Still Here cannot accept responsibility for a return that is lost or damaged before it reaches the authorised return address.

Where an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that the appropriate return arrangements can be made.

Refunds

Once your return has been received and inspected, we will confirm whether the refund has been approved.

Approved refunds will be made to the original payment method.

For eligible change-of-mind cancellations, the refund will include:

• The price paid for the returned product

• The original standard delivery charge, where the entire order is cancelled

If you selected a more expensive delivery option, such as express delivery, we are only required to refund an amount equal to our standard delivery charge.

Original delivery charges will not normally be refunded where only part of a multi-item order is returned.

Refunds will be issued within 14 days of receiving the returned item, or within 14 days of receiving acceptable evidence that the item has been sent back, where applicable.

Your bank or payment provider may require additional processing time before the funds appear in your account.

Partial or Reduced Refunds

A refund may be reduced where:

• The product has been worn beyond trying it on

• The product has been washed

• The product has been damaged after delivery

• Labels have been removed unnecessarily

• The product has marks, odours, pet hair or signs of use

• The product has not been packaged securely

• Handling has reduced the item’s resale value

No deduction will be made solely because the customer reasonably inspected or tried on the product.

Order Cancellations

Because our products enter production quickly, contact us immediately if you need to cancel or change an order.

We will try to stop the order before production begins, but we cannot guarantee that a cancellation, address change, size change or design change will be possible once the order has been submitted.

Where a standard, non-personalised item has already entered production or been dispatched, your applicable online cancellation and return rights remain unaffected.

Personalised or custom-made products may not be cancelled once production has begun.

Sale Items

Sale and discounted products have the same statutory rights as full-price products.

An item cannot be returned as faulty where the price was reduced because of a specific defect that was clearly explained before purchase.

Refused and Unclaimed Deliveries

Customers are responsible for providing a complete and accurate delivery address and for collecting parcels where a courier or postal service leaves collection instructions.

Where a parcel is returned because:

• An incorrect or incomplete address was provided

• Delivery was repeatedly refused

• The parcel was not collected

• The courier could not obtain the required information

additional postage charges may apply before the order can be sent again.

Any refund considered for an unclaimed or refused order may have the original and return delivery costs deducted, except where the delivery failed because of an error by us or the courier.

How to Request a Return

Contact us through the contact form on our website before returning an item.

Please include your name, order number and details of the product you wish to return.

Once your return has been approved, we will provide the correct return address and any further instructions.

Please do not send returns to Inkthreadable or to any address shown on the original parcel unless we have specifically instructed you to do so.

Your Statutory Rights

This Returns & Refunds Policy is provided in addition to your statutory rights.

Products must be of satisfactory quality, fit for their intended purpose and as described. We will not use this policy to restrict any rights or remedies available to you under applicable consumer law.