Refund policy
Here’s a concise EU Refund & Cancellation Policy based on Shopify’s guidance and the EU consumer rights rules, adapted for a handmade/custom clothing business:
EU Refund & Cancellation Policy
Right to Cancel
Customers within the European Union have the right to cancel their order within 14 days of receiving their goods and receive a refund, in accordance with EU consumer protection legislation.
To exercise this right, you must notify us in writing within 14 days of receiving your order.
Once cancellation has been requested, the item(s) must be returned within 14 days. Returned items must be unused, unworn, and in their original condition.
Refunds
Upon receiving and inspecting the returned item(s), we will process any refund due within 14 days.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
Original standard delivery charges will be refunded where required by law. Customers are responsible for return postage costs unless the item is faulty, damaged, or incorrectly supplied.
Exceptions to the Right to Cancel
Under Article 16(c) of the EU Consumer Rights Directive, the right to cancel does not apply to goods that are made to the consumer’s specifications or are clearly personalised.
As many of our products are handmade and produced to customer-selected specifications (including but not limited to size, fabric, design, colour, personalisation, or other custom options), these items are exempt from the 14-day cancellation period and cannot be returned or refunded unless they are faulty or not as described.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or differs significantly from what was ordered, please contact us within 14 days of receipt with photographs and details of the issue.
Where an item is confirmed to be faulty, damaged, or incorrectly supplied, we will offer an appropriate remedy in accordance with applicable consumer laws, which may include repair, replacement, or refund.
Contact Us
To request a cancellation, return, or report an issue, please contact:
Kayley@bonnieandthewolf.com