Refund policy

Returns and Refund Policy - Shadowolf Art

At Shadowolf Art, we strive to ensure you’re satisfied with your purchase. However, if something goes wrong or you need to return an item, please review the following policy for refunds, returns, and cancellations.

Eligibility for Refunds

Please see below for what we will refund.

  • Damaged or Defective Items: In the event that your order arrives damaged in any way, please email us within 7 days of receipt of the order via the contact form on https://shadowolfart.co.uk/pages/contact, with your order number and a photo of the item’s condition. We address these on a case-by-case basis, but will try our best to work towards a satisfactory solution.

  • Apparel Orders (Print-on-Demand): As our apparel is made-to-order via print-on-demand, we cannot accept returns or offer refunds unless the item is defective or has a printing error.

  • Incorrect or Missing Items: If we’ve made an error with your order (e.g., wrong item or quantity), notify us within 7 days of delivery. We will rectify the issue by offering a refund or sending the correct items.

Non-Returnable Items

Certain items are non-returnable and non-refundable unless they arrive damaged or defective:

  • Custom or personalised orders

  • Digital downloads

  • Perishable products (e.g., food, flowers)

Returns Policy

If you're unsatisfied with your order (not just changed your mind) and it doesn’t fall under the non-returnable category, we will accept returns under the following conditions:

  • Contact for Returns: Contact us within 5 days of delivery if you wish to return an item, with your reasons why you are unsatisfied with your order. Items must be returned within 7 days of delivery. However, please contact us first before returning items, as no refund will be issued unless a refund has been agreed upon.

  • Conditions of Return: Buyers are responsible for return postage costs. The item must be in its original condition. If not, the buyer is responsible for any loss in value. The original shipping cost will not be refunded either.

Refund Process

  • Contact Us: To initiate a refund, contact us using the form on https://shadowolfart.co.uk/pages/contact with your order number and issue details. We may request photos of damaged or defective items.

  • Return Items: In the case of a return, we will provide shipping instructions. Please use a trackable service, as buyers are responsible for return postage costs.

  • Refund Approval: Once we receive and inspect the returned item, we will notify you if the refund is approved. If approved, your refund will be processed to the original payment method and may take 5-10 business days to appear on your statement.

Cancellations

We accept cancellations if:

  • The order hasn’t been started or the print-on-demand item hasn’t entered production.

  • If you wish to cancel, contact us immediately on the form on the page https://shadowolfart.co.uk/pages/contact. Once the order is in production or shipped, we cannot process cancellations.

Non-Refundable Situations

Refunds will not be offered in these cases:

  • Change of mind on custom or print-on-demand items orders once production has started.

  • Items returned in damaged or used condition (unless faulty on arrival).

  • Requests made outside the 7-day window after delivery.

Late or Missing Refunds

If you haven’t received your refund within the stated time:

  1. Check your bank account or contact your credit card provider.

  2. If the refund still hasn’t appeared, contact us using the form on the page https://shadowolfart.co.uk/pages/contact for further assistance.

Contact Information

For any questions or concerns about your order, returns, or cancellations, please reach out to us using the form on the page https://shadowolfart.co.uk/pages/contact. We’re happy to assist you.