Refund policy

Returns & Exchanges

We want you to be completely satisfied with your purchase. Standard (non-custom) items can be returned within 30 days of the date of purchase, provided the item is unused, unworn, and in its original condition with all tags and packaging intact.

To start a return, use the portal above to start the process. 

Return shipping is at the customer's expense unless the item is faulty, wrong, or damaged — in those cases we'll provide a prepaid label. We recommend a trackable shipping method; we're not liable for items lost or damaged in transit.

Once received and inspected, approved returns are refunded or exchanged within 5 business days to your original payment method.

Faulty or defective items

If a print peels, cracks, or otherwise fails within 6 months of purchase, contact us for a free repair, replacement, or refund — this applies even to items that have been worn, and is separate from our standard 30-day returns window above. This reflects your rights under the Consumer Rights Act 2015 and isn't time-limited by the returns process above.

Custom and personalised items

Custom-made items (including club kit and personalised garments) cannot be returned or exchanged for change of mind, as each is made to order. This does not affect your rights for faulty goods under "Faulty or defective items" above.

For small personalisation details (e.g. name printing) on standard items, we cannot guarantee fulfilment unless the order is placed at least 8 weeks before your required date. Orders placed with less notice will be processed on a best-effort basis.

Questions? Email hello@twistedrunning.co.uk