Refund policy

Returns and Refunds Policy

Last updated: 6 July 2026

Thank you for shopping with Unfiltered Still Here. We want you to be happy with your purchase and will always try to resolve any problems fairly and promptly.

This policy does not affect your statutory rights under UK consumer law.

Cancelling or Changing Your Order

Most of our physical products are printed and made after an order is placed. Production may begin shortly after checkout.

Please email support@unfilteredstillhere.com as soon as possible if you need to change or cancel an order.

We will do our best to help, but we cannot guarantee that changes can be made once production or dispatch has started. This does not affect any cancellation rights you may have under UK consumer law.

Change-of-Mind Returns

For most non-personalised physical products purchased online, you may cancel your order within 14 calendar days of receiving it, without giving a reason.

To request a return, email support@unfilteredstillhere.com within 14 days of delivery and include:

Your name
Your order number
The product you wish to return
A clear statement confirming that you wish to cancel or return the item

Once you have notified us, the item must be returned within a further 14 calendar days.

Please do not return an item directly to one of our print or fulfilment partners unless we have specifically instructed you to do so. We will provide the correct return instructions and address after receiving your request.

Return Condition

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

Returned products should be:

Unworn and unused, other than being tried on
Unwashed
Free from marks, odours, pet hair and damage
Returned with any original labels or packaging where reasonably possible

We may reduce the refund if an item has lost value because it has been handled beyond what was reasonably necessary to inspect its nature, characteristics and fit.

Personalised and Customised Products

The legal right to cancel for a change of mind does not normally apply to products that have been:

Personalised with a name, photograph, message or other customer-provided information
Made to measurements or specifications supplied by the customer
Clearly customised specifically for the customer

Personalised products can still be returned where they are faulty, damaged, incorrectly produced or do not match the agreed order.

Choosing a standard size, garment colour or existing Unfiltered Still Here design does not necessarily make a product personalised.

Incorrect Size or Colour Ordered

Please check the relevant size guide and product information carefully before placing your order.

Where a non-personalised product is eligible for a change-of-mind return, it may be returned within the time limits stated above.

The customer is responsible for the return postage cost when the correct product was supplied but the wrong size, colour or product was ordered.

Personalised products cannot normally be returned because the wrong size, colour or personalisation details were selected, unless the product supplied differs from the order placed.

Damaged, Faulty or Incorrect Products

Please contact us as soon as reasonably possible if your product:

Arrives damaged
Has a printing or manufacturing fault
Is materially different from its description
Is the wrong product, size, colour or design due to our error
Is missing from your order

Email support@unfilteredstillhere.com and include:

Your order number
A description of the problem
Clear photographs of the product, packaging and shipping label where available

Photographs help us investigate the issue with our fulfilment partner, but requesting photographs does not remove or restrict your statutory rights.

Where a product is faulty, damaged or incorrectly supplied, we will offer an appropriate remedy, which may include:

A replacement
A repair, where appropriate
A full or partial refund

Where you exercise the short-term right to reject a faulty product within 30 days, you may be entitled to a full refund under the Consumer Rights Act 2015.

We will cover reasonable return postage costs where an item must be returned because it is faulty, damaged or incorrectly supplied.

Exchanges

We do not normally offer direct exchanges because products are produced individually.

For an eligible non-personalised product, you may return the original item in accordance with this policy and place a new order for the required size, colour or design.

Where we supplied an incorrect or faulty product, we may arrange a replacement without requiring a new order.

Return Postage

For change-of-mind returns, the customer is responsible for arranging and paying for return postage.

We strongly recommend:

Using a tracked postal service
Packaging the product securely
Keeping proof of postage until the refund has been completed

Unfiltered Still Here cannot be responsible for returned parcels that are lost or damaged before reaching the specified return address.

Refunds

Once your returned product has been received and inspected, we will notify you whether the return has been accepted.

Approved refunds will be issued to the original payment method.

For a valid cancellation of an entire order within the statutory cancellation period, the refund will include the cost of standard delivery. Any additional amount paid for express, premium or upgraded delivery will not normally be refunded beyond the cost of the least expensive standard delivery option offered.

We may withhold the refund until we have received the returned product or you provide evidence that it has been sent back, whichever occurs first.

Refunds will be processed without undue delay and no later than 14 days after receiving the returned product or acceptable evidence that it has been returned.

Your bank or payment provider may require additional time to display the refund in your account.

Original Delivery Problems

Please ensure that the delivery address entered at checkout is complete and correct.

If an order is returned because an incorrect or incomplete address was supplied, additional postage charges may apply before it can be resent.

If an order appears to have been lost during delivery, please contact us at support@unfilteredstillhere.com with your order number so that we can investigate with the delivery provider.

Sale Products

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

A sale product may be returned under this policy unless it is personalised or another legal exception applies.

Items That Cannot Be Returned for a Change of Mind

Unless faulty, damaged or incorrectly supplied, we cannot normally accept change-of-mind returns for:

Clearly personalised or custom-made products
Products made to customer-supplied specifications
Sealed hygiene-sensitive products after the seal has been broken, where applicable
Products damaged through misuse, neglect or normal wear and tear
Products returned outside the applicable cancellation and return periods