@page { size: A4; margin: 20mm 15mm; @bottom-right { content: "Page " counter(page) " of " counter(pages); font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 8pt; color: #718096; } @bottom-left { content: "Return & Refund Policy | Custom Merchandise Store"; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 8pt; color: #718096; } } body { font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 10.5pt; line-height: 1.6; color: #2d3748; margin: 0; padding: 0; } .header-container { border-bottom: 2px solid #edf2f7; padding-bottom: 20px; margin-bottom: 25px; } h1 { font-size: 20pt; color: #1a202c; margin: 0 0 8px 0; font-weight: 700; letter-spacing: -0.5px; } .last-updated { font-size: 9pt; color: #718096; margin: 0; font-style: italic; } h2 { font-size: 13pt; color: #2b6cb0; margin-top: 25px; margin-bottom: 12px; padding-bottom: 4px; border-bottom: 1px solid #e2e8f0; page-break-after: avoid; } h3 { font-size: 11pt; color: #2d3748; margin-top: 15px; margin-bottom: 8px; page-break-after: avoid; } p { margin-top: 0; margin-bottom: 12px; text-align: justify; } ul, ol { margin-top: 0; margin-bottom: 15px; padding-left: 20px; } li { margin-bottom: 6px; } /* Highlight box for custom goods exception */ .important-notice { background-color: #f7fafc; border-left: 4px solid #dd6b20; padding: 12px 15px; margin: 20px 0; page-break-inside: avoid; } .important-notice p { margin: 0; color: #4a5568; font-size: 10pt; } .important-notice strong { color: #dd6b20; } .contact-box { background-color: #ebf8ff; border: 1px solid #bee3f8; border-radius: 4px; padding: 15px; margin-top: 25px; page-break-inside: avoid; } .contact-box p { margin-bottom: 8px; } .contact-box p:last-child { margin-bottom: 0; } .placeholder { background-color: #fffaf0; border: 1px dashed #dd6b20; color: #c05621; padding: 2px 4px; font-family: monospace; font-size: 9.5pt; border-radius: 3px; }

Thank you for shopping at HISHI STORE ("we", "us", "our"). We take great pride in our custom merchandise, including our t-shirts and bespoke printed items.

As a UK-based business, our Return and Refund Policy is designed to be fully compliant with the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because we specialise in custom-made and print-on-demand goods, specific legal frameworks apply to cancellations and returns, which are outlined below.

1. Custom & Made-to-Order Goods Policy

Because every item we produce is custom-printed or tailored to your specific choices (such as your choice of design, size, garment type, or custom text), we are unable to accept returns, exchanges, or offer refunds for changes of mind, incorrect size ordering, or accidental purchases.

We strongly advise all customers to carefully review our size guides, product descriptions, and design previews before finalising their order.

2. Faulty, Damaged, or Incorrect Items

Your statutory rights under the UK Consumer Rights Act 2015 remain fully protected. If your custom merchandise arrives and falls under any of the following categories, you are entitled to a remedy:

• Faulty or Defective: The garment has manufacturing structural defects (e.g., torn seams, holes).
• Poor Print Quality: The print is significantly misaligned, peeling, faded straight out of the package, or smeared.
• Incorrect Item: You received a different size, colour, or design than what you explicitly ordered.

Timeframes for Reporting Faults:

• Within 30 Days: If the item is faulty or incorrect upon delivery, you have a statutory right to reject the item and claim a full refund or a replacement.
• After 30 Days: If a fault develops after the initial 30 days but within 6 months, please contact us. We will offer to repair or replace the item. If a replacement is not possible or unsuccessful, you may be entitled to a partial or full refund.

3. How to Report an Issue

If your item is faulty, damaged, or incorrect, please do not return it to the shipping address without contacting us first. Please follow this procedure:

1. Email our customer care team at ShopifyCustomer@hishistore.com within 14 days of receiving your package.
2. Include your Order Number (e.g., #UK-1001) in the subject line.
3. Provide a brief description of the issue.
4. Attach clear photographs showing the fault, print defect, or the incorrect size label alongside the packaging slip.

Once we review the photographs and verify the defect, we will arrange for a replacement to be printed and shipped to you at no extra cost, or issue a full refund, depending on your preference.

4. Shipping Costs for Returns

• If we request that you return a faulty or incorrect item to us for inspection, we will cover the cost of the return shipping by providing a pre-paid postage label or reimbursing standard shipping costs upon receipt of a valid postal receipt.
• Any unauthorized returns shipped at the customer's own expense using premium or express courier services will not be fully reimbursed beyond standard UK royal mail rates.

5. Refund Process

If a refund is approved under Section 2, the process will be handled as follows:

• Refunds are automatically processed back to the original payment method used during checkout (e.g., credit/debit card, PayPal, Clearpay, Klarna).
• According to UK standard procedures, Shopify card refunds typically take 5 to 10 business days to clear and appear on your bank or credit card statement, depending on your financial institution.
• We will send you an automated email notification as soon as the refund is initiated from our store.

6. Order Cancellations & Amendments

Because we operate an automated print-on-demand fulfillment workflow to ensure swift dispatch, orders are transmitted to production shortly after purchase.

• If you wish to cancel or amend an order (e.g., change shipping address or size), you must notify us at ShopifyCustomer@hishistore.com within [e.g., 2 hours] of placing the order.
• Once an order has entered the printing or production queue, it cannot be canceled or modified, and the custom goods exception detailed in Section 1 will apply.

7. Lost or Undelivered Shipments

If your order has not arrived within the estimated delivery window provided in your dispatch email, please wait an additional 3 working days to account for local courier delays. If it is still missing, contact us with your order number. Claims for lost packages must be made within 30 days of the original estimated delivery date so we can investigate with Royal Mail or the designated UK courier service.