Refund policy

Overview

All of our products are made to order. This means each item is printed specifically after an order is placed.

Because of this, we do not accept general returns or exchanges for change of mind, incorrect size selection, or buyer's remorse.

However, if your order arrives damaged, defective, or incorrect, we will gladly resolve the issue with a replacement or refund.

If there are any issues with a purchase please contact us on hiraethsurf@gmail.com in the first instance.

Custom Product Exemption (UK & EU Customers)

Under UK and EU consumer protection regulations, custom or made-to-order products are exempt from the standard 14-day cancellation right.

Since all items are produced specifically for each order, they cannot be returned unless they arrive damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, misprinted, defective, or incorrect, please contact us within 7 days of delivery.

To process your claim, please provide:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

After reviewing the claim, we will offer either:

  • A free replacement, or

  • A full refund

If the issue is caused by our production partner or the shipping carrier, there will be no cost to you.

Size Exchanges

Please review size charts carefully before placing your order, as all products are printed on demand.

If you ordered the wrong size, we may offer a size exchange at our discretion. Customers will be responsible for return shipping costs and the production cost of the replacement item.

Returned items must be:

  • Unworn

  • Unwashed

  • In their original condition

Please contact us before sending any items back.

Non-Returnable Situations

We cannot accept returns or refunds for the following reasons:

  • Incorrect size ordered

  • Change of mind after purchase

  • Incorrect design, colour, or style selected

  • Minor colour differences due to screen display variations

Because all products are produced specifically for each order, these situations are not eligible for return.

Lost or Missing Packages

If your tracking information shows that the order was delivered but you have not received it, please contact your local postal carrier first.

If the package appears lost in transit, please contact us and we will assist with an investigation through the shipping provider.

Refund Processing

Approved refunds will be issued to the original payment method used at checkout.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Contact Us

If you have any questions or concerns about your order, please contact our support team.

Email: Hiraethsurf@gmail.com

Please include your order number so we can assist you as quickly as possible.

Policy Updates

We reserve the right to update this policy at any time to reflect operational, supplier, or legal changes.