Last updated: 7 May 2026

We want you to love what you receive. This Refund & Returns Policy explains your rights and our process if something isn’t right. It forms part of our Terms & Conditions and applies to all orders placed at printxyz.uk.

1. At a glance

  • Custom-printed items: not returnable for change of mind — but always covered if faulty, damaged or wrong.
  • Ready-made items: 14-day cancellation right + 14 days to return.
  • Faulty or wrong items: full refund or replacement under the Consumer Rights Act 2015.
  • Sizing exchanges on ready-made items: yes, within 14 days.
  • How to start: email [email protected] with your order number.

2. Custom-printed items

Custom items — anything personalised, customised, or printed to your design — are made just for you. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013, you do not have an automatic right to cancel or return a custom item once production has started, unless the item is faulty, damaged, or different from what you ordered.

2.1 What we’ll always cover

Even though custom items aren’t returnable for change of mind, we will replace or refund them if:

  • the print is defective (e.g. cracking, peeling, smudged or off-centre beyond reasonable tolerance);
  • the garment is faulty or damaged;
  • we have printed something different from what you approved;
  • you have received the wrong size, colour or product.

2.2 Cancelling a custom order before production

If you change your mind, email us as soon as possible at [email protected] with your order number. If we have not yet started production, we will cancel and refund in full. Once production has started, we cannot cancel or refund unless the item turns out to be faulty.

2.3 Sizing on custom items

Please check our Size Guide carefully before ordering. We can’t refund custom items because the size you chose doesn’t fit, but we will always do our best to help — contact us and we may offer a discounted re-print.

3. Ready-made items

3.1 Your 14-day cancellation right

For non-personalised, ready-made products you have the right to cancel your order within 14 days of receiving the goods, without giving any reason. To exercise this right:

  1. Email us at [email protected] within the 14-day period, stating your order number and that you wish to cancel.
  2. Return the goods to us within a further 14 days of telling us you want to cancel.
  3. Goods must be unworn, unwashed, in original condition and packaging, with tags attached.

3.2 Refund

We will refund the price you paid for the returned items, plus the standard outbound delivery charge (if you returned the entire order). Refunds are issued within 14 days of us receiving the goods back, to the original payment method. You are responsible for the cost of return postage.

3.3 Sizing exchanges

Got the wrong size? Send the item back unworn, unwashed and in original condition within 14 days and we’ll exchange it for a different size, subject to availability. You pay return postage; we’ll cover the postage on the replacement.

4. Faulty, damaged or wrong items

Under the Consumer Rights Act 2015 you have the following rights when goods are faulty, damaged on arrival, or not as described:

  • Within 30 days — you have the right to reject the goods and receive a full refund.
  • Within 6 months — you are entitled to a repair, replacement or refund.
  • Up to 6 years — you may still have rights, depending on circumstances and expected lifespan.

If your item is faulty, damaged or wrong, please email [email protected] within 30 days with:

  • your order number;
  • a description of the issue;
  • clear photographs of the problem (and the packaging if it was damaged in transit).

We will respond within 2 working days with next steps. Where a return is needed, we will pay the return postage for faulty, damaged or incorrect items.

5. How to return an item

  1. Email [email protected] first — please don’t post anything back without contacting us, as it may delay your refund.
  2. We will reply with our returns address and any reference number to include.
  3. Pack the items securely in their original packaging where possible.
  4. Use a tracked postal service. We strongly recommend obtaining proof of postage — we cannot be responsible for items lost in return transit.

6. Refund timing & method

Once we receive and inspect your return:

  • We will email you to confirm receipt within 2 working days.
  • Approved refunds are issued to the original payment method within 14 days of receipt — usually much sooner.
  • Bank or card processing may take a further 3-10 working days to show on your statement.

If you haven’t seen your refund after this period, please first check with your bank or card issuer, then contact us.

7. Items we cannot accept back

For hygiene and safety reasons, we cannot accept returns of:

  • custom-printed items, unless faulty or wrong (see section 2);
  • items that have been worn, washed, altered or damaged after delivery;
  • items returned without their original tags or in unsellable condition;
  • gift cards.

Items returned outside our stated timeframes may be refused, returned to you at your cost, or refunded only in part at our discretion.

8. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including those under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

9. Contact us

  • XSSUK Ltd, Bristol – Old Stock Exchange 3rd Floor Old Stock Exchange
    St Nicholas Street
    Bristol
    BS1 1TG
    United Kingdom
  • Email: [email protected]