Refund policy
Returns & Issues Policy
At Brixhill, every order is made specifically for you. Because our products are made to order, we generally do not accept returns or exchanges due to a change of mind, incorrect size, or incorrect color selection.
However, if your order arrives damaged, defective, or with a manufacturing or printing issue, we’re here to help.
Damaged or Defective Items
If your item arrives damaged or has a manufacturing or printing defect, please contact us within 30 calendar days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- A clear photo showing the problem
- A brief description of the issue
You do not need to return the defective item.
If the same issue affects multiple items with the same design, please include an additional photo or video showing all affected items together so we can properly assess the issue.
Once we review your request, we may offer a replacement or refund, depending on the circumstances.
Print Placement
Because our products are printed individually, slight variations in print placement can occur.
For DTG, DTF, embroidery, and all-over-print products, a print placement variation of up to approximately 0.5 inches (1.27 cm) is considered within the normal production tolerance and is not considered a defect.
Incorrect Size or Color
Please carefully check the size chart and product information before placing your order.
We cannot offer a refund or replacement if the wrong size or color was selected by the customer.
If you are unsure about sizing, we recommend checking the size guide on the product page before ordering.
Delivery Issues
If your order has not arrived within the expected delivery timeframe, please first:
- Check that the shipping address provided at checkout is correct.
- Check your tracking information for any delivery updates.
- Contact your local post office or delivery carrier, as packages may sometimes be held for pickup.
If your order has still not been delivered after 30 calendar days for domestic or regional orders or 45 calendar days for international orders, please contact us within 7 days of reaching that timeframe so we can investigate the issue.
Depending on the circumstances, we may offer a replacement or refund.
Refunds
If a refund is approved, it will be issued to the original payment method used for the purchase.
Please note that the time it takes for the refund to appear in your account can vary depending on your payment provider or bank.
Contact Us
If there is a problem with your order, please contact us as soon as possible at store@brixhill.com with your order number and photos of the issue.
We’ll review your request and work with you to find the best possible solution.
Brixhill reserves the right to review each issue individually and determine the appropriate resolution based on the circumstances of the order.