Refund Policy

1. Statutory rights come first

Nothing in this policy reduces any right you have under the consumer law of the country you live in. Where that law gives you a right of withdrawal, a statutory warranty or a cooling-off period, you keep it and we will honour it, whatever else this page says.

2. Made-to-order goods

Every item is manufactured specifically for your order. Once production begins the item cannot be returned to stock or resold, which is why our policy distinguishes between a fault on our side and a change of mind on yours.

3. We refund or replace, free, when:

• the item arrives damaged;
• the print is misaligned, faded, cracked or incorrect;
• you received the wrong item or the wrong size through our error;
• the item has a manufacturing defect under normal use;
• the parcel is lost in transit or never arrives.

Report within 30 days of delivery, with a photo where the issue is visible. You choose replacement or refund. You do not pay return postage, and in most cases you do not need to return the item at all.

4. Cancellation before production

You may cancel for a full refund within 60 minutes of placing the order, provided production has not started. Email us as soon as possible — speed genuinely matters here.

5. Change of mind after production

Because the item was made for you and cannot be resold, we are not able to offer a change-of-mind refund once production has started — except where your statutory rights provide one, as set out in section 1.

6. Wrong size ordered

If the item is exactly as ordered but does not fit, we will produce a replacement in the correct size at a reduced reprint charge of 50% of the item price. You keep or donate the original. Our size guide is measured from the garment laid flat and is the most reliable way to avoid this.

7. What we cannot refund

• Items reported more than 30 days after delivery, unless a longer period is required by law where you live.
• Damage caused by wear, washing against the care instructions, alteration or accident after delivery.
• Orders with an address error supplied at checkout — we will reship to a corrected address at the cost of production and postage.

8. How refunds are issued

Refunds go to the original payment method. We issue them as soon as the refund is agreed. Your bank or card issuer then takes its own time — typically 3 to 10 business days — for the money to appear. That delay is theirs, not ours.

Where only part of an order is affected, we refund that part, including a proportionate share of any shipping you paid for it.

9. How to request a refund

Email support@raregoblin.com or use the contact form with your order number and, where relevant, a photograph. We reply within one business day.

You deal with us throughout. You will never be told to take it up with a supplier.