Refund policy
Returns & Refund Policy
We have a 30-day return policy. This means you have 30 days after receiving your item to contact us about a return.
To be eligible for a return, your item must be unused, unworn, in the same condition that you received it, and in its original packaging where possible. You will also need your order confirmation, receipt, or proof of purchase.
To start a return, please contact us at:
thomas.bradshaw@infinityprintsonline.co.uk
Please do not send items back without contacting us first. Items returned without first requesting a return may not be accepted.
If your return is accepted, you will be responsible for paying the return postage costs unless the item is faulty, damaged, or incorrect. We will provide instructions on how and where to send your return.
Returns should be sent to:
Infinity Prints Online
694 High Street
Sandyford
Stoke-on-Trent
ST6 5PJ
Damaged, Faulty or Incorrect Items
Please check your order as soon as it arrives. If your item is damaged, faulty, or you have received the wrong item, please contact us straight away at thomas.bradshaw@infinityprintsonline.co.uk.
Please include your order number and clear photos of the issue so we can look into it and make it right.
If the item is confirmed to be faulty, damaged, or incorrect, we will offer a suitable solution such as a replacement, repair, or refund where appropriate.
Personalised and Custom-Made Items
Most of our products are printed, personalised, or made to order. Because of this, we cannot accept returns for personalised or custom-made items unless they arrive faulty, damaged, or incorrect.
This includes, but is not limited to:
Personalised clothing
Custom printed t-shirts or hoodies
Items with names, dates, photos, or custom wording
Photo slates
Custom mugs
Custom tumblers
Digital download products
Any item made specifically to your request
Please make sure all names, dates, spellings, colours, sizes and design details are correct before placing your order.
Non-Returnable Items
We cannot accept returns on:
Personalised or custom-made items unless faulty
Digital downloads once supplied
Items that have been worn, used, washed, or damaged after delivery
Sale or clearance items unless faulty
Gift cards, if offered
Clothing Size Returns
If you order the wrong size, we may be able to accept a return or exchange only if the item is not personalised, has not been worn, and is in its original condition.
Personalised or custom-printed clothing cannot be returned due to ordering the wrong size, unless the item is faulty or we have made an error with your order.
Please check the size information carefully before ordering.
Exchanges
If you would like to exchange an eligible item, please contact us first.
For non-personalised items, the quickest way to get the item you want is to return the original item once approved, then place a new order.
Personalised and made-to-order items cannot usually be exchanged unless they are faulty, damaged, or incorrect.
Change of Mind Returns
For eligible non-personalised items, you may request a return within 30 days of receiving your order.
You will be responsible for the return postage costs. Original postage costs may not be refunded unless the item is faulty, damaged, or incorrect.
The item must be returned in unused, unworn and resaleable condition.
Refunds
Once we have received and inspected your return, we will let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days.
Please remember that your bank or payment provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
thomas.bradshaw@infinityprintsonline.co.uk
Questions
If you have any questions about returns, refunds, sizing, personalisation, or your order, please contact us before ordering or before sending anything back.