Refund policy

Returns, Refunds and Exchanges Policy

Returns

As our products are made to order, we do not accept returns or offer refunds for change of mind, incorrect size selection, incorrect colour selection, or other customer ordering errors.

Please review product descriptions, sizing guides and order details carefully before completing your purchase.

If you believe there is an issue with your order, please contact us within 30 days of receiving your item.

To contact us regarding a return, replacement or refund request:

Email: info@themusterpoint.org.uk

Damaged, Faulty or Incorrect Items

Please inspect your order upon receipt and contact us as soon as possible if:

Your item arrives damaged
Your item is faulty
You receive the wrong item
There is a manufacturing or printing defect

Where appropriate, we may request photographs of the item and packaging to help assess the issue.

If a fault, damage or production error is confirmed, we will arrange a replacement or refund at no additional cost to you.

Exchanges and Sizing

As all products are produced specifically to order, we are unable to offer exchanges for:

Incorrect size selection
Incorrect colour selection
Incorrect product selection
Change of mind purchases

Please refer to the sizing information provided on each product page before placing your order.

If you are unsure about sizing or product details, please contact us before ordering.

Made-to-Order Products

Most products sold by The Muster Point are produced specifically to order once a purchase has been made.

For this reason, orders cannot usually be cancelled, amended or refunded once production has begun.

If you need to change or cancel an order, please contact us immediately after placing it. While we cannot guarantee changes can be made, we will do our best to assist before production starts.

Personalised Products

Personalised, customised or made-to-order products cannot be returned or refunded unless they are faulty, damaged or incorrectly supplied.

Refunds

Where a refund is approved, we will notify you by email.

Refunds will be processed to the original payment method used for the purchase. Please allow up to 10 business days for the refund to be processed once approved.

Depending on your bank or card provider, it may take additional time for the refund to appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Customers remain entitled to remedies where goods are faulty, not as described, or not of satisfactory quality.

Contact Us

If you have any questions regarding returns, refunds or exchanges, please contact:

The Muster Point CIC