Refund policy
At Acheron Supply, our products are printed and made to order through our fulfilment partner. We want you to be happy with your order, so please read the information below before making a purchase.
Damaged, defective or incorrect items
If your order arrives damaged, defective, misprinted, or you receive the wrong product, please contact us as soon as possible.
Please include your order number, a description of the problem, and clear photographs showing the issue.
Where the item is confirmed to be faulty or incorrectly fulfilled, we will arrange a replacement or refund at no additional cost to you.
Please contact us preferably within 30 days of delivery so that we can submit the issue to our fulfilment provider promptly. This timeframe does not affect any statutory consumer rights you may have.
You normally will not need to return a damaged, defective or misprinted product unless we specifically ask you to do so.
Lost orders
If your order has not arrived and the estimated delivery period has passed, please contact us.
We will investigate the shipment and, where the parcel is confirmed as lost, arrange an appropriate replacement or refund.
UK customers — change of mind
If you are a UK consumer purchasing online, you may have the legal right to cancel your order within 14 days after receiving it, without needing to give a reason.
To exercise this right, contact us within the 14-day cancellation period and clearly tell us that you wish to cancel your purchase.
After notifying us, you must return the goods within 14 days.
Items should only have been handled as reasonably necessary to inspect them and should, where possible, be returned unworn, unwashed and in their original condition.
For a change-of-mind return, you are responsible for the cost of returning the item unless we agree otherwise or the item is faulty.
Please contact us before sending anything back so that we can provide the correct return instructions and return address.
Do not return products directly to Printful or to an address shown on the shipping package unless we have specifically instructed you to do so.
Where a valid cancellation applies, we will refund the amount required by applicable consumer law, including the cost of standard outbound delivery where required. Additional costs resulting from choosing an upgraded delivery method may not be refundable.
Refunds will be processed within the legally required timeframe after we receive the returned goods or receive satisfactory evidence that they have been sent back.
Personalised products
Products that are made specifically to a customer's individual specifications or are clearly personalised may not qualify for a change-of-mind cancellation or return.
This does not affect your rights if the product is faulty, damaged, misprinted or otherwise not as described.
Wrong size or colour
Please check the product size guide and selected colour carefully before ordering.
Our fulfilment provider does not provide complimentary replacements for products where the customer selected the wrong size or colour.
However, this does not limit any statutory cancellation or consumer rights that apply to you, including applicable UK cancellation rights described above.
Customers outside the UK
For customers outside the UK, change-of-mind returns are not generally offered on made-to-order products unless required by the consumer laws that apply in your location.
Nothing in this policy limits any mandatory rights you have under applicable consumer protection law.
United States customers: We accept returns of unworn, unwashed and unused items in their original condition within 30 days of delivery. Customers are responsible for return postage for change-of-mind returns. Faulty, damaged, misprinted or incorrect items will be handled separately at no additional cost where applicable.
Incorrect delivery address and unclaimed parcels
Customers are responsible for checking that their delivery address is correct before placing an order.
If an order is returned because the address supplied was incorrect, incomplete, or the parcel was not collected, additional shipping charges may apply before we can resend the order.
Please contact us as soon as possible if you notice an error in your delivery address.
Order cancellations
If you need to cancel or change an order, contact us as quickly as possible.
Because products are made to order, production can begin shortly after an order is placed. We cannot guarantee that an order can be stopped once production has begun.
This does not affect any statutory cancellation rights that apply to your purchase.
Refunds
Approved refunds are issued to the original payment method used for the purchase.
After we process a refund, your bank or payment provider may take several business days to display it in your account.
If you believe a refund is overdue, please contact us.
Contact us
For returns, damaged products, refunds or questions about an order, please contact Acheron Supply using the contact details provided on our website.
Please contact us before returning any item so that we can provide the correct return instructions.