Returns & Refunds.

The short version

• Damaged, faulty or not what you ordered? Tell us within 30 days and we replace it or refund you in full. You do not pay to send anything back.
• Changed your mind? Because every item is printed for you individually, we cannot resell it, so we do not offer change-of-mind returns.
• Wrong size? Not covered, so please check the size guide on the product page before ordering. If the item does not match the size guide, that is a fault and it is covered.

Why made-to-order changes things

Braffess merchandise is printed only after you order it. Nothing sits in a warehouse. That keeps unsold stock out of landfill, but it also means a returned item cannot go back on a shelf for someone else. This is standard across print-on-demand, and we would rather say it plainly here than bury it after you have paid.

It does not reduce your rights when something is actually wrong with the product. Those are covered below, in full.

What we replace or refund

• The item arrived damaged or broken
• There is a printing fault: misaligned, cracked, faded, wrong colour or wrong artwork
• You received the wrong item, size or colour compared with your order
• The item does not match the measurements in the size guide
• The parcel is confirmed lost in transit by the carrier

Your choice: a free replacement, or a full refund including the original shipping you paid.

What is not covered

• Change of mind, or no longer wanting the item
• Ordering the wrong size when the item matches the published size guide
• Normal wear, or damage from washing against the care instructions
• Slight colour variation between your screen and the printed product. Screens vary and we cannot guarantee an exact match
• Delivery delays caused by the carrier, customs or an address you entered incorrectly

How to report a problem

Email hello@braffess.com or use the contact page within 30 days of delivery, and include:

• Your order number, from your confirmation email
• What is wrong, in a sentence
• Photos of the problem, and of the printed label inside the garment where there is one

Photos matter: our print partner needs them to approve a reprint, and they mean you almost never have to post anything back.

How long it takes

• We reply within 2 business days
• Approved replacements go into production immediately and ship on the normal timeline in the shipping policy
• Approved refunds are issued to your original payment method within 5 to 10 business days, depending on your bank

Cancelling an order

We can cancel and refund in full as long as the item has not entered production, which is usually a short window after ordering. Contact us as soon as you can. Once printing has started the item exists and cannot be cancelled.

Digital products

The Braffess eBook is delivered instantly and cannot be returned once it has been downloaded. If the file will not open or you never received it, tell us and we will fix it or refund you.

Your statutory rights

Nothing here limits the rights you have under the consumer law of your own country. Where local law gives you more than this policy does, local law applies.