Refund policy

1. Our Return Policy

SIGN OF PAIN offers a 30-day return window for eligible purchases. The 30-day period begins on the date your order is delivered.

To request a return, refund or exchange, contact us at support@signofpain.com within the applicable return period.

This policy is in addition to, and does not limit, any mandatory consumer rights that apply to you under the laws of your country.

If applicable law gives you a longer or different cancellation, return, refund, repair or replacement right, those statutory rights will continue to apply.

2. Before Returning an Item

Please contact us before sending anything back.

Do not send a return to an address unless our support team has provided or confirmed the correct return address and return instructions for your order.

Returns sent without prior approval or to an incorrect address may be delayed or may not be processed correctly.

To request a return, please email:

support@signofpain.com

Please include your order number and explain the reason for your request.

3. Eligible Returns

For a standard voluntary return, the item should be:

• Unworn
• Unwashed
• Unused
• In its original condition
• Returned with the original packaging where reasonably possible

Customers may inspect and try on clothing as reasonably necessary to determine its nature, characteristics and fit. However, excessive handling or use beyond what would reasonably be permitted when inspecting an item in a shop may result in a deduction for any loss in value where permitted by applicable law.

4. Items That May Not Be Eligible for Standard Returns

Certain products may be excluded from our voluntary return policy where permitted by applicable law, including:

• Underwear and other hygiene-sensitive products
• Personalised products
• Customised products
• Items that have been washed or worn
• Items damaged after delivery through misuse or improper care
• Items that have been altered after delivery

These exclusions do not remove or restrict any statutory consumer rights that cannot legally be excluded.

For example, if an item is defective, incorrectly produced, not as described, or otherwise fails to meet applicable legal requirements, please contact us even if the item would otherwise fall within one of the categories above.

5. Exchanges

We offer exchanges for eligible products.

As an additional SIGN OF PAIN customer benefit, each customer may receive up to three complimentary exchanges during the customer's lifetime of purchases from our store, subject to the conditions of this policy.

An exchange must be requested before the relevant item is sent back and the item must meet the applicable return conditions.

The returned item must be sent to the return address provided by our support team. Once the return has been received and accepted, we will arrange the applicable replacement item.

Complimentary exchanges provided under this section are an additional store benefit and do not reduce or replace any statutory repair, replacement, refund, cancellation or other consumer rights.

6. 50% Refund Option

For certain eligible orders, we may offer a customer the option to keep the item and receive a 50% refund of the product price instead of returning the item.

This option is offered at our discretion and must be agreed with our support team before the refund is processed.

The 50% refund option does not replace or limit any mandatory statutory remedy available to a consumer where an item is faulty, not as described, incorrectly supplied, or otherwise does not conform to the applicable legal requirements.

7. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incorrectly produced or you receive an incorrect item, please contact us as soon as possible.

For the fastest resolution, please contact us within 7 days of delivery and provide:

• Your order number
• A clear description of the issue
• Clear photographs showing the issue
• A video where reasonably possible, if it helps demonstrate the issue
• Any other information reasonably requested by our support team

Photographs are required for most damage or production-related claims. A video can be helpful but is not required where clear photographs adequately demonstrate the issue.

If we determine that the issue was caused by us, you may choose between an appropriate refund or a replacement/exchange, subject to applicable law.

A replacement provided because of our error or a defective product will not count toward your three complimentary customer exchanges.

Where applicable law gives you a mandatory repair, replacement, price reduction or refund right, that right will apply regardless of the 7-day reporting period described above.

8. Return Shipping Costs

For voluntary returns, including returns because you changed your mind, selected the wrong size, or no longer want the item, the customer is generally responsible for the cost of returning the item, except where applicable law requires otherwise.

If the return is required because we sent an incorrect item, the product is defective, damaged, incorrectly produced, or otherwise does not conform to the contract, we will provide the remedy required by applicable law and may cover reasonable return shipping costs where required.

Please contact us before returning a product so that we can provide the appropriate instructions.

9. Return Addresses

The appropriate return address depends on your location and the specific return arrangement for your order.

Do not send your return until our support team has confirmed the correct return address for your order.

We may provide one of the following return locations where applicable:

We may update or change return locations from time to time. The return address specifically provided by our support team for your order will take priority.

10. Refunds

Approved refunds will normally be issued to the original payment method used to place the order.

Refunds are normally processed within 5–10 business days after the refund has been approved or the returned item has been received and accepted, depending on the type of request.

After we process a refund, your bank or payment provider may require additional time to make the funds available in your account. This may take up to an additional 7 business days, depending on the payment provider.

Refunds will normally be made in the original transaction currency where supported by the payment method.

11. Shipping Costs and Refunds

For voluntary returns, we generally refund the eligible product price and do not refund the original shipping charge, except where applicable law requires otherwise.

Where a customer exercises a statutory cancellation right under applicable consumer law, any refund of the original delivery charge will be handled in accordance with that law.

Where a product is defective, incorrectly supplied or otherwise does not conform to the applicable contract, any shipping or return-cost remedy required by law will apply.

12. Orders Cancelled Before Production

Because our products are made to order, you may request cancellation of your order at any time before the order enters production.

Please contact us as soon as possible if you want to cancel an order.

If the cancellation is accepted before production begins, we will normally issue a refund to the original payment method.

Once production has started, cancellation may no longer be available under this voluntary cancellation policy. This does not affect any statutory cancellation or consumer rights that apply to your purchase.

13. Incorrect Customer Information

Customers are responsible for providing accurate delivery information at checkout, including their name, address, postal code, email address and phone number where requested.

If an order cannot be delivered or is delayed because incorrect or incomplete information was provided by the customer, additional costs may apply where permitted by applicable law.

Please contact us immediately if you notice an error in your delivery information. We will try to assist, but changes may not be possible once an order has entered processing or production.

14. Sale Items and Promotional Purchases

Discounted products, promotional products and products purchased using discount codes remain subject to applicable consumer protection laws.

A promotional price does not remove statutory rights relating to faulty, defective, incorrectly supplied or otherwise non-conforming products.

Additional conditions may apply to specific promotions, giveaways, bundles, Buy X Get Y offers, free-product promotions and free-shipping promotions. Any such conditions will be displayed with the relevant promotion.

15. Gifts and Orders Placed by Someone Else

Refunds are normally issued to the original payment method used for the purchase. We may require proof of purchase before processing a return, refund or exchange.

Where appropriate, we may communicate with the person who placed the order to verify the transaction.

16. How to Request a Return or Refund

To start a return, refund or exchange request, contact us at:

Please include:

• Your order number
• Your name and email address used for the order
• The product you are contacting us about
• The reason for the request
• Photos or other evidence where relevant

17. Statutory Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict or otherwise limit any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.

For customers purchasing in the United Kingdom, statutory consumer rights may include rights relating to the quality, description, conformity, repair, replacement, price reduction, rejection and refund of goods, as well as cancellation rights applicable to distance contracts.

Where a statutory right provides a remedy that differs from this voluntary return policy, the statutory right will apply to the extent required by law.

18. Contact Us

If you have any questions about returns, refunds or exchanges, please contact us: