Returns & Refunds

This policy explains when you can cancel an order, when an item can be returned or refunded, and how to start a request. It applies alongside our Terms of Service and our Shipping Policy.

1. Cancelling or changing an order

Contact us as soon as possible if you need to cancel or change something. We can generally act on a request made within 6 hours of the order being placed, and only if production has not already started. After production starts the item exists, it is made for you alone, and it can no longer be cancelled or altered.

Email [email protected] with your order number and what needs to change. This is the fastest route; a message left through any other channel may not reach us inside the 6 hour window.

2. Personalized and made-to-order items

Almost everything we sell is produced after you order, and personalized items carry a name, date, photo or message that applies to one person only. They cannot be resold or restocked. For that reason personalized and made-to-order items are not returnable because you changed your mind, and that includes an item you ordered with the wrong spelling, the wrong date or the wrong size.

We print exactly what you enter. Please check every detail before you pay. This restriction does not affect anything in section 4 below: if the item is faulty or does not match your order, you are covered.

3. Change of mind

We do not accept returns or issue refunds for change of mind or buyer’s remorse. Nothing in this policy affects rights you may have under the consumer law of your own country, which continue to apply where they are mandatory.

4. Damaged, faulty or incorrect items

If any of the following applies, we will put it right:

• The item arrived broken, torn, cracked or otherwise damaged.
• The print is defective: misaligned, smudged, faded, or missing part of the design.
• You received the wrong product, the wrong size or the wrong colour.
• The personalization we printed does not match what you submitted.

Email [email protected] within 15 days of delivery and include:

1. Your order number.
2. A short description of the problem.
3. Photographs of the item showing the fault clearly.
4. A photograph of the packaging, including any shipping label.

Please keep the item and its packaging until the matter is settled, because the carrier may ask to see them. Once we have confirmed the problem we will send a replacement or issue a refund, and we will tell you which options are available for that product. In most cases we do not need the item sent back. If we do need it returned, we will confirm the address and how the return is paid for before you send anything.

5. Orders that do not arrive

Check the tracking link in your shipping email first, or look the order up on our Track Your Order page, since parcels crossing a border often pause at customs. If tracking has not moved for 7 days, or the carrier has marked the parcel as delivered but nothing arrived, contact us with your order number. We will open an enquiry with the carrier and, depending on the outcome, reship the order or refund it.

6. How refunds are issued

Refunds go back to the original payment method used at checkout. We cannot refund to a different card, a different account or by any other route.

We issue the refund as soon as a claim is approved. How quickly it appears on your statement is decided by your bank or card issuer rather than by us, and it can take a few business days longer than the refund itself. We do not charge a restocking or handling fee.

7. Shipping costs

Where we replace or refund a faulty or incorrect item, you do not pay again for shipping.

Shipping already paid is not refundable when a parcel is refused at customs, refused on delivery, or returned to us because the address you supplied was wrong or incomplete. Import duty and clearance fees charged by your country are set by your government and cannot be refunded by us.

8. Exchanges

We do not run a general exchange service, because each item is produced individually rather than held in stock. Where an item qualifies under section 4, the usual remedy is a replacement of the same product, or a refund if you prefer.

9. Situations we cannot refund

• A change of mind after production has started.
• Personalization that was printed exactly as you submitted it, including spelling and date errors.
• A size chosen incorrectly, where the size guide on the product page was accurate.
• Delivery delays caused by a carrier, customs, weather or a peak season backlog.
• An address entered incorrectly at checkout.
• Minor variation in colour, print position or finish between individual items, which is normal in made-to-order production.

10. How to start a request

Send one email to [email protected] with your order number and, where relevant, photographs. Using a single email thread rather than several channels keeps everything about your order in one place and gets it resolved faster.

11. Contact

OutHutck
6909 Old Hwy 441 #108, Mt Dora, FL 32757, United States
Email: [email protected]
Phone: +1 (205) 832-6609