In short
Every item we make is personalised specifically for you, printed to order based on your design. Because of this, change-of-mind cancellations and returns don't normally apply once we've started production. This does not affect your statutory rights — if your order arrives faulty, damaged, incorrectly printed, or materially different from the design you approved, we'll put it right.
Personalised products and change of mind
Under UK consumer law, the normal 14-day "change of mind" cancellation right that applies to off-the-shelf online purchases does not apply to goods made to your specification or clearly personalised. Because every Urban Houndz order is printed based on your own uploaded design, size, and colour choices, this exclusion applies to our products. Once you've approved your design and completed checkout, we begin production shortly afterwards.
If something's actually wrong with your order
We want you to be happy with your order. Please contact us if:
- Your item arrives faulty (e.g. print peeling, cracking, or a manufacturing defect in the garment)
- Your item arrives damaged in transit
- Your item has an incorrect print — the wrong design, size, or colour compared to what you ordered and approved
- Your item is materially different from the design preview you approved at checkout
In any of these cases, contact us at info@urbanhoundz.co.uk with your order reference and photos showing the issue, and we will arrange a replacement, repair, or refund as appropriate.
Your statutory rights (UK law)
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. If they aren't, you have the following rights, which are separate from and unaffected by anything else in this policy:
- Short-term right to reject: within 30 days of delivery, you can reject faulty goods for a full refund.
- Right to repair or replacement: after 30 days (and up to six months), you're normally entitled to a free repair or replacement first.
- Right to a refund or price reduction: if a repair or replacement isn't possible, or doesn't fix the problem.
We do not limit faulty-item reports to a fixed short window such as 14 days — the rights above apply for the full statutory period.
How refunds work
Approved refunds are issued to your original payment method via Stripe. Please allow a few working days for the refund to appear, depending on your bank or card provider.
Contact us
Got a problem with your order? Email info@urbanhoundz.co.uk with your order reference and we'll sort it out.