Refund policy

1. Overview

All items in our store are made to order using the Print on Demand model. This means each product is individually produced specifically for you after your order is placed.

Because of this, we cannot accept returns, exchanges, or cancellations once an order has entered production — except in cases of defects or damage.

This policy complies with:

  • Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), and
  • Regulation 28(3)(a) of the UK Consumer Contracts Regulations 2013,

which exclude personalised or made-to-order goods from the right of withdrawal.

2. No standard returns or cancellations

  • As each product is printed individually for the customer, we do not offer refunds or exchanges for reasons such as wrong size, colour preference, or change of mind.
  • Please check your order details carefully before confirming payment — especially sizes, designs, and shipping information.
  • If you made a mistake in your order and it has not yet entered production, contact us immediately at info@sftz.store. While we cannot guarantee modifications, we will do our best to assist.

3. Damaged or defective items

  • If your product arrives damaged, misprinted, or defective, you are entitled to a replacement or full refund.
  • To report an issue, please email info@sftz.store within 14 days of delivery and include:
    • your order number,
    • a description of the issue, and
    • clear photos of the product and packaging.
  • After verifying the issue, we will arrange a replacement or refund at no additional cost.
  • In some cases, you may be asked to return the product to our fulfilment partner or dispose of it safely (instructions will be provided).

4. Delivery issues

  • If your order is lost in transit, please contact us. We will investigate and send a replacement if confirmed lost by the carrier.
  • We are not responsible for delays caused by customs or incorrect address details provided by the customer.

5. Refund processing

  • Approved refunds are issued to the original payment method within 7–10 business days.
  • Processing times may vary depending on your payment provider or bank.

6. Contact

For any questions or refund requests, please contact:
📧 info@sftz.store
🌐 https://sftz.store

7. Governing law

This policy is governed by the laws of Poland, applicable within the European Union, and interpreted in line with EU consumer law. For customers in the United Kingdom, this policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.