All products sold in this shop are manufactured individually at the time of order through our print-on-demand fulfilment partners. No items are held in stock. Each product is created specifically for you when you place your order.

Because of this made-to-order production model, we operate a strict but fair return and refund policy. We are unable to resell returned items and therefore cannot accept returns for reasons that do not relate to a genuine production error or defect.

We will offer a replacement or full refund in the following circumstances:

• Manufacturing defect — the product has a visible production error (misprinted design, significant colour bleed, garment defect caused during production)
• Wrong item received — you received a product that does not match your order (wrong product, wrong size, wrong design)
• Significant transit damage — the product arrived visibly and substantially damaged due to handling during shipment
• Item not as described — the product is materially different from the product description on this shop

Claims submitted after 72 hours of delivery, or without adequate photographic evidence, will not be eligible for a refund or replacement regardless of the reason stated.

The following are explicitly not eligible for a return, replacement or refund:

• Change of mind or personal preference after purchase
• Incorrect size or variant selected by the customer at the time of ordering
• Minor colour differences between the product as displayed on screen and the finished printed item — this is an inherent characteristic of print-on-demand production
• Minor variations in print placement within industry-standard tolerances (typically ±0.5 inch / ±1.25 cm)
• Items that have been washed, worn, altered or damaged after delivery
• Claims submitted more than 72 hours after confirmed delivery
• Claims without clear photographic evidence
• Dissatisfaction with the general quality of print-on-demand production where the item matches the stated specifications

To submit a return or refund claim, please follow these steps:

Under European Union consumer law, customers ordinarily benefit from a statutory 14-day right of withdrawal on distance purchases, during which they may cancel their order and return the goods without giving a reason.

However, this right of withdrawal does not apply to goods that are made to the consumer's specifications or are clearly personalised, pursuant to Article 16(c) of the EU Consumer Rights Directive 2011/83/EU.

As all products in this shop are produced on demand and bear the Chestertons brand identity — making them personalised goods that cannot be restocked or resold — they are expressly exempt from the 14-day right of withdrawal.

This exemption does not affect your statutory rights in the event of a defective or non-conforming product, which remain fully applicable under EU law.

Where a refund is approved, the following applies:

• Refunds are issued to the original payment method used at the time of purchase
• Processing time is 5–10 business days from the date of approval, depending on your payment provider
• Original shipping costs are non-refundable unless the return is due to our error
• Refunds will be issued in the same currency as the original transaction
• Any customs duties or import taxes paid by the customer are non-refundable by us

We will notify you by email once your refund has been processed. If you have not received your refund within 10 business days of our confirmation, please contact your bank or payment provider before contacting us.

Where a replacement is approved in lieu of a refund, the following applies:

• The replacement item will be identical to the original order (same product, size, design and colour)
• We cannot substitute a replacement for a different product, size or variant
• Replacements are dispatched within 5–7 business days of approval
• Delivery times for replacements are subject to the same estimated timescales as standard orders
• Only one replacement per order line item will be issued

Responsibility for your order passes to the carrier upon dispatch from the production facility. We are not liable for loss or damage that occurs during transit; however, we will make reasonable efforts to assist you in resolving such situations.

If your order arrives damaged:

• Contact us within 72 hours of delivery with photographic evidence of the damaged packaging and product
• We will assess the damage and, where appropriate, arrange a replacement or refund

If your order has not arrived:

• Please allow the full estimated delivery window to elapse before raising a non-delivery claim
• Contact us within 30 days of the estimated delivery date if your order has not arrived
• We will investigate with our fulfilment partner and carrier and advise on next steps

We take fraudulent claims seriously. Any attempt to obtain a refund or replacement through the submission of false, edited or misleading photographic evidence, or through misrepresentation of the condition of a received item, will result in the immediate rejection of the claim.

We reserve the right to refuse future orders from any customer found to have submitted a fraudulent claim and to take appropriate legal action where warranted.

All claims are reviewed carefully. Photographic evidence is assessed for authenticity and consistency with the reported issue. Claims that appear inconsistent or implausible will be subject to additional verification before any resolution is offered.

To submit a claim or for any questions regarding our Return & Refund Policy, please contact us:

• Company: Chestertons Global Network Holdings Limited
• Address: DD-15-134-004-007, Level 15, Wework Hub, Al Khatem Tower, ADGM Square, Al Maryah Island, Abu Dhabi 35665, United Arab Emirates
• Email: [shop contact email to be confirmed]
• Subject line: Order Claim — [Your Order Number]
• Response time: Within 3 business days