Refund policy

 

Thank you for shopping at HISHI STORE ("we", "us", "our"). We take great pride in our physical custom merchandise (including t-shirts and bespoke printed items) and our instant downloadable digital products (including PDF artwork and digital assets).

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 physical goods and instant digital content, specific legal frameworks apply to cancellations and returns, which are outlined below.

1. Custom Goods & Digital Content Non-Refundable Exceptions

Because every physical item we produce is custom-printed or tailored to your specific choices (such as design, size, garment type, or custom text), and digital items are delivered instantly upon purchase, we are unable to accept returns, exchanges, or offer refunds for changes of mind, incorrect size/format selection, software incompatibility, or accidental purchases.

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

2. Faulty, Damaged, or Incorrect Items (Physical & Digital)

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

A. Physical Merchandise

• 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.

B. Digital Content

• Corrupted or Defective Files: The downloaded file cannot be opened, is broken, or is incomplete/corrupted upon download.
• Incorrect File Delivered: You received a digital file that significantly differs from the design or specification listed.

Note: Digital file print quality variations resulting from third-party home or commercial printers, incorrect monitor color calibration (RGB vs. CMYK), or non-standard printer settings do not constitute a product defect.

Timeframes for Reporting Faults:

• Within 30 Days: If physical goods or digital files are faulty, corrupted, or incorrect upon delivery, you have a statutory right to request a repair/replacement file or a full refund.
• After 30 Days: If a fault with physical merchandise 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 refund.

3. How to Report an Issue

If your physical item is faulty, damaged, or incorrect, or if your digital file is corrupted, please contact us immediately before taking further action:

1. Email our customer care team at ShopifyCustomer@hishistore.com within 14 days of delivery/download link generation.
2. Include your Order Number (e.g., #UK-1001) in the subject line.
3. Provide a brief description of the defect or issue.
4. For physical items, attach clear photographs showing the defect, print fault, or incorrect size label alongside the packaging slip. For digital files, attach a screenshot of any error message encountered.

For defective digital content, we will issue a corrected, fresh download link or re-rendered file within 48 hours. If we cannot supply a functioning file, a full refund will be granted.

4. Return Shipping Costs for Physical Merchandise

• If we request that you return a faulty or incorrect physical 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.
• Digital products do not require physical returns. Access permissions will be revoked in the event of a refund.

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).
• 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

• Physical Merchandise: 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, you must notify us at ShopifyCustomer@hishistore.com within [e.g., 2 hours] of placing the order. Once an order enters the printing queue, it cannot be canceled or modified.
• Digital Products: Digital orders are processed and download links are dispatched automatically upon payment confirmation. Digital product orders cannot be canceled or refunded once payment is processed and the file link has been accessed, emailed, or downloaded.

7. Lost or Undelivered Physical Shipments

If your physical 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 courier service.