Returns & Refunds Policy

Last update 15/01/2026

Right of Cancellation

You have the right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.

To exercise your right of cancellation, you must inform us of your decision by a clear statement (for example, by email).

You can contact us at:
📧 info@tortugaislandheadwear.com

Effects of Cancellation

If you cancel your order, we will reimburse all payments received from you, excluding delivery costs, no later than 14 days from the day we receive the returned goods or proof of return, whichever is earlier.

Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise. You will not incur any fees for the reimbursement.

We reserve the right to withhold reimbursement until the goods have been received or you have supplied evidence of having sent them back.

Print-on-Demand Fulfilment (Important)

Some of our products are made to order and fulfilled by our print-on-demand partner, Printful.

For these products:

• Printful is responsible for production, shipping, and return handling

• Returns and refunds are subject to Printful’s fulfilment and quality standards

• Items are produced only after an order is placed, which may affect return eligibility

Where a product is fulfilled by Printful, returns are accepted only in the following cases:

• The item is defective or damaged

• There is a manufacturing error

• The incorrect item was received

We do not accept returns or exchanges for:

• Incorrect size, colour, or style chosen by the customer

• Buyer’s remorse for made-to-order products

This does not affect your statutory rights where applicable.

Conditions for Returns

To be eligible for a return (where accepted):

• The issue must be reported to us within 14 days of receipt

• The item must be unused and in its original condition (unless defective)

• Photographic evidence may be required for defective or damaged items

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following goods are not eligible for return:

• Goods made to your specifications or clearly personalised

• Print-on-demand items, except where defective or incorrectly fulfilled

• Goods which are not suitable for return due to health protection or hygiene reasons, and were unsealed after delivery

• Goods which deteriorate rapidly or have expired

• Goods which, after delivery, are inseparably mixed with other items

Returning Goods

Where a return is approved:

• Return instructions will be provided by us and may differ depending on whether the item was fulfilled by Printful

• You must not return items without prior authorisation

For non–Print-on-Demand items, you are responsible for the cost and risk of returning the goods, unless the return is due to a defect or our error.

For Printful-fulfilled items, return handling and addresses are determined in accordance with Printful’s return process.

International Orders & Customs Charges

For international orders:

• Customs duties, import taxes, VAT, and carrier handling fees are non-refundable

• If a return is made due to refused delivery, unpaid customs charges, or failure to clear customs, we reserve the right to:

  • Deduct return shipping costs, customs fees, and handling charges from the refund, or

  • Decline a refund if the goods are not returned to us in resalable condition

These charges are imposed by local authorities and are outside of our control.

Gifts

If the goods were marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the value of the returned item once it is received (where returnable).

If the goods were not marked as a gift or were shipped to the gift giver first, the refund will be issued to the original purchaser.

Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us at:
📧 info@tortugaislandheadwear.com