Refund policy
The short version
Everything we sell is made after you order it. If your piece arrives with a print fault, damaged, or as the wrong design, colour or size, we make you a new one or refund you, whichever you prefer. You keep the first one and you do not post anything back.
We cannot take a piece back because the size you chose does not fit or because you have changed your mind. It was printed for you, so there is nowhere for it to go back to. Please check the size guide before you order.
What counts
- The print is off-centre, crooked, cracked or faded.
- The wrong design, colour or size arrived.
- The item has a hole, a seam fault, a chip or a mark that was not there by design.
- The parcel arrived damaged and the contents with it.
What does not
- The size you ordered does not fit.
- You changed your mind about the colour or the design.
- Normal wear, or fading after a hot wash. Wash cold, inside out, and hang to dry.
- A tracked parcel marked delivered to the address you gave us.
How to ask
- Email contact@yourmentalhealthpal.com within 30 days of the parcel arriving.
- Put your order number in the subject line.
- Attach two photos: one of the whole piece laid flat, one close up on the fault.
Once we have seen the photos, we make you a new one, or refund you to your original payment method if you prefer. When a replacement ships, you get a new tracking number.
Digital downloads
Files cannot be returned, so they are not refundable. If a file will not open, will not print or is missing a page, reply to your order email and we will fix it or send it another way.
Parcels that never arrive
If tracking stops moving for more than ten business days, or the parcel has not arrived by its expected date, tell us within 30 days of that date. We will open it with the carrier and, if it is lost, reprint it. If tracking says delivered and it is not there, please check with neighbours and the building first, then write to us.
None of this affects your legal rights where you live.