Refund policy

Last updated: 8 October 2026

We want you to feel confident shopping with AuDHD Collective. This policy explains returns for our standard collection items and personalised orders. Your statutory consumer rights are not affected.

Standard collection items: changing your mind

You can cancel an order for a standard collection item before delivery, or within 14 days starting the day after you receive it. If one order is delivered in separate parcels, the cancellation period starts the day after you receive the last item. You do not need to give a reason. This includes sale and launch-price items and standard designs printed to order.

Email audhdcollective@gmail.com with your order number (or another proof of purchase) and the items you wish to return. A clear statement that you wish to cancel is sufficient; you do not need to wait for approval to exercise your cancellation rights.

Send the items back within 14 days after telling us you wish to cancel. Please contact us for return instructions and include your order reference in the parcel. Return address: AuDHD Collective, 49 Hemfield Road, Wigan, WN2 2EZ, United Kingdom. Please do not send returns directly to our printing partner.

Condition and return postage

You may try on and inspect your item as you would in a shop. Please return it clean, with any labels and packaging where possible. For change-of-mind returns, you pay the direct return postage cost. We recommend keeping proof of posting.

We may reduce the refund to reflect a loss in value caused by handling beyond what is needed to establish the item's nature, characteristics and fit, such as wearing it out, washing it or damaging it. Missing original packaging alone does not automatically remove your cancellation rights. These conditions do not restrict your rights for faulty goods.

Refunds

Refunds are made to the original payment method, without a restocking fee. For a cancelled order, we refund within 14 days of receiving the returned items or evidence that you have sent them back, whichever is earlier. If no goods were supplied, we refund within 14 days of your cancellation notice.

When you cancel your whole order, we also refund the original standard delivery charge. If you chose an upgraded delivery service, the extra cost above standard delivery is not refundable. For a partial return, the original delivery charge is normally not refunded if retained items still required that delivery. Your bank or payment provider may take additional time to display a refund.

Personalised and bespoke orders

Items made to your individual specifications or clearly personalised, for example with your child's name, a supplied photograph or a specially commissioned design, are excluded from the statutory change-of-mind cancellation right. Choosing a standard collection design, size or colour does not by itself make an item personalised.

Please check spelling and any agreed design proof carefully. Contact us promptly if you want to amend or cancel a personalised order; we will check whether production has started and whether a change is possible. This does not affect your rights if the item is faulty, not as described, or differs from the agreed personalisation.

Faulty, damaged, incorrect or misdescribed items

Email us with your order reference and a description of the problem. Clear photographs are helpful where possible, but are not a condition of your statutory rights. Please contact AuDHD Collective directly so we can arrange the appropriate remedy and any necessary return.

If goods are faulty, not as described or unfit for purpose, UK consumer law normally gives you a short-term right to reject them for a full refund within 30 days of delivery. After this period, you may be entitled to a repair or replacement and, where the legal conditions are met, a price reduction or refund. A problem discovered after 30 days can still be covered: the 30-day period is not a warranty limit.

We cover reasonable return costs for faulty, damaged, incorrect or misdescribed items. Where a statutory refund is due for rejected faulty goods, we will make it without undue delay and within 14 days of agreeing you are entitled to it. Personalised and discounted items have the same protection against faults.

Exchanges

For a different size or colour of a standard item, use the return process and place a new order. Availability and the price at the time of the new order apply. This does not replace your legal rights to a remedy for faulty goods.

Need help?

Email audhdcollective@gmail.com. If you need help explaining the issue or arranging a return, tell us and we will work through it with you.

Optional cancellation form

You may use this form, but you do not have to. Send it by email to audhdcollective@gmail.com or by post to AuDHD Collective, 49 Hemfield Road, Wigan, WN2 2EZ, United Kingdom.

I hereby give notice that I cancel my contract for the following goods:

Goods / order reference:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):