Refund policy
Returns & Refunds Policy
Last updated: 23 August 2026
Thank you for shopping with Decipher Thinking ("we", "us", "our").
We want you to be happy with your purchase. If you are not completely satisfied, this
Returns & Refunds Policy explains when and how you can return products and request
a refund.
This policy applies to purchases made through Decipher Thinking and should be read
together with our Terms & Conditions.
Nothing in this policy affects or limits any legal rights you may have under applicable
consumer protection law.
1. Our 30-Day Returns Policy
We offer a voluntary 30-day return period for eligible products.
If you change your mind about a purchase, you may request a return within 30 days of
receiving your order, provided the product is eligible for return and meets the
conditions below.
Our 30-day policy is in addition to, and does not replace, any statutory cancellation,
refund, repair, replacement or other rights you may have under applicable UK or EU
consumer law.
2. UK & EU Statutory Cancellation Rights
If you are a consumer purchasing from the UK or EU, you may have a statutory right to
cancel your online purchase without giving a reason.
For many online purchases, the statutory cancellation period is 14 days from the day
you receive the goods. After notifying us of your cancellation, you generally have a
further 14 days to return the goods.Where you validly exercise a statutory cancellation right, we will provide the refunds
required by applicable law.
For UK customers, this includes the standard delivery charge originally paid, but not any
additional amount paid for a more expensive delivery option.
For EU customers, the same general principle applies under applicable EU consumer
rules.
You are responsible for the direct cost of returning goods where applicable, provided
we informed you of this requirement before your purchase.
These statutory rights do not apply to every type of product. Certain types of goods are
subject to legal exceptions.
3. Our 30-Day Voluntary Returns
In addition to your statutory rights, we offer a 30-day return period for eligible products.
To qualify for a voluntary return, the product should generally:
• Be returned within 30 days of delivery.
• Be unworn and unwashed.
• Be in its original condition.
• Not have been damaged, stained, altered or excessively used.
• Include original tags, packaging and accessories where reasonably applicable.
• Be accompanied by your order number or other reasonable proof of purchase.
You may try clothing on to check the size and fit, in the same way you reasonably could
in a physical shop.
However, we may be entitled to reduce a refund where the value of the goods has been
diminished by handling beyond what is reasonably necessary to inspect their nature,
characteristics and functioning.
4. Clothing Returns
We understand that clothing sizes and fit can vary.If you order the wrong size, colour or style, you may request a return under our 30-day
voluntary returns policy, provided the item is eligible and meets our return conditions.
For change-of-mind returns, the customer is responsible for the direct cost of returning
the product unless applicable law requires otherwise.
We recommend using a tracked postal service when returning an item because we
cannot be responsible for a return that is lost in transit before it reaches us.
5. Print-on-Demand (POD) Products
Some of our products may be manufactured or printed only after an order has been
placed through a print-on-demand fulfilment service.
Our standard POD products are not automatically excluded from our returns policy
simply because they are made using print-on-demand fulfilment.
If a standard POD product is eligible for return under this policy or applicable consumer
law, you may return it subject to the relevant return conditions.
Our POD products currently do not include customer names, photographs, personal
messages or other customer-specific customisation.
6. Faulty, Damaged or Incorrect Products
If your order arrives damaged, defective, faulty or different from what you ordered,
please contact us as soon as reasonably possible.
Please provide:
• Your order number;
• A description of the problem;
• Photographs showing the product and the issue;
• Photographs of the packaging where the damage appears to have occurred
during delivery.
We may ask for photographs or other reasonable information to help us investigate the
issue and determine the appropriate remedy.Where a product is faulty, damaged, incorrectly supplied or otherwise does not
conform to the contract, we will provide the remedy required by applicable consumer
law.
Depending on the circumstances and applicable law, this may include a replacement,
repair, price reduction or refund.
You will not normally be responsible for the return cost of a product that is faulty,
damaged or incorrectly supplied where we are responsible for the issue.
7. EU Legal Guarantee
For customers in the European Union, applicable EU consumer law provides legal
protections for goods that are faulty or do not conform to the contract.
EU consumer rules generally provide a minimum 2-year legal guarantee for goods,
although the precise remedies, procedures and additional protections may vary
according to the applicable national law.
This legal guarantee is separate from our voluntary 30-day returns policy.
Nothing in this policy limits any mandatory consumer rights applicable to you.
8. Products That Cannot Be Returned
Subject to your statutory rights, the following may not be eligible for our voluntary
change-of-mind return policy:
• Products that have been washed or worn beyond reasonable inspection;
• Products that have been damaged, stained or altered after delivery;
• Products that are otherwise unsuitable for return due to their condition;
• Any products that are legally excluded from cancellation or return rights under
applicable law.
This does not affect your statutory rights if a product is faulty, damaged, incorrectly
supplied or otherwise subject to a legal remedy.9. Sale Items
Sale and promotional items are subject to the same applicable consumer rights as
products sold at full price.
A discounted product may still be returned where it qualifies under our voluntary
returns policy or where applicable consumer law provides a statutory remedy.
10. How to Request a Return
To request a return, please contact us at:
Email: decipherthinking@gmail.com
Please include:
Order number:
Product(s) you wish to return:
Reason for return:
If your product is faulty, damaged or incorrect, please also include photographs where
possible.
Please do not send products back to our POD fulfilment provider unless we specifically
instruct you to do so.
We will provide the appropriate return instructions after reviewing your request.
11. Return Shipping Costs
For ordinary change-of-mind returns under our voluntary 30-day policy, the customer is
responsible for the direct cost of returning the product.
For products that are faulty, damaged, incorrectly supplied or otherwise require a
remedy for which we are responsible, we will cover the reasonable return cost where
required by applicable law.
Where you exercise a statutory cancellation right, return costs will be handled in
accordance with applicable law and the information provided to you before purchase.12. Refunds
Once we receive and inspect your returned product, we will process any refund that is
due.
Where applicable law requires a refund following cancellation, we will issue the refund
within the required legal timeframe.
For a statutory cancellation, we may withhold the refund until we have received the
returned goods or you have provided evidence that you have sent them back, whichever
occurs first, where permitted by law.
Refunds will normally be made using the same payment method used for the original
transaction unless otherwise agreed or permitted by law.
Depending on your payment provider or bank, it may take additional time for the
refunded amount to appear in your account.
13. Original Delivery Charges
Where you exercise a statutory cancellation right, we will refund the standard delivery
charge that you originally paid where required by applicable law.
If you selected a more expensive delivery method than our least expensive standard
delivery option, we are generally not required to refund the additional amount.
Our voluntary 30-day returns policy does not create an obligation to refund delivery
charges beyond what is required by applicable law.
14. Exchanges
We may offer exchanges for certain products, subject to availability.
Because some of our products are produced through print-on-demand fulfilment, we
cannot guarantee that an identical replacement will always be available.Where an exchange is unavailable, we may instead offer a refund or another
appropriate remedy, subject to applicable law.
If you require a different size because the original size does not fit, please contact us
before returning the item so that we can explain the available options.
15. Items Lost or Damaged During Return Shipping
For change-of-mind returns where you arrange and pay for the return, you are
responsible for the product until it reaches us.
We strongly recommend using a tracked delivery service.
If a returned product is lost or damaged in transit, please contact the carrier and
provide us with the tracking information.
This does not affect your statutory rights where applicable.
16. Wrong Address or Failed Delivery
Please make sure your delivery address is correct before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided,
additional delivery or reshipping costs may apply where permitted by law.
This section does not affect your statutory rights where an order has not been delivered
or where the failure to deliver is our responsibility.
17. Refused or Unclaimed Packages
If a package is refused or remains unclaimed and is returned to us, please contact us.
We will review the circumstances and determine what refund or reshipping options are
available, taking into account applicable law and any costs incurred.18. International Returns
For customers located outside the UK, including customers in the EU, return
procedures and consumer rights may differ according to the country in which you are
located.
Where mandatory local consumer protection law provides you with greater rights than
those described in this policy, those rights will continue to apply.
You are responsible for complying with any applicable requirements for returning goods
internationally unless we are responsible for the return.
19. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or reduce any
consumer rights that cannot legally be excluded or restricted.
If applicable consumer law gives you a right to a refund, repair, replacement, price
reduction, cancellation or another remedy, this policy does not take that right away.
If there is a conflict between this policy and a mandatory consumer protection law
applicable to your purchase, the mandatory law will prevail.
20. Contact Us
If you have any questions about returns or refunds, please contact us:
Decipher Thinking
Email: decipherthinking@gmail.com
Website: https://decipherthinking.com
We aim to respond to return and refund enquiries within 2–3 business days.
Decipher ThinkingThis policy is intended to explain our returns process clearly and does not replace applicable UK or EU consumer protection law.
Consumer rights can vary depending on the customer's country, the type of product
purchased and the circumstances of the transaction. We reserve the right to update
this policy when necessary to reflect changes to our business or applicable law.