Refund policy

Human readable summary

What is covered

  • If your item arrives damaged or with a manufacturing issue, we’ll happily offer a free reprint or refund.
  • Just contact us within 30 days of delivery with a photo showing the issue.
  • There’s no need to return the item. 
  • If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.

What is not covered

  • All products are made-to-order, so returns and exchanges are not accepted if you ordered the wrong size, color, or simply changed your mind. 
  • You pay the shipping cost for all returned items which did not have manufacturing defect or was damaged on arrival.
  • For DTG products, there is a tolerance of 0.5″ for print placement, meaning that minor variations in the placement of the print will not be considered as defects.

 

Contact us at: sales@welcomeartist.com with your order number and a brief description of the issue for any order related issues. 

The above was a human readable format. In case of a dispute, the full wording below will take precedence. 

Overview

 

Last updated: 18 August 2025

This policy sets out the rights and obligations required by law for orders placed on our website. We are a UK company and our products are  made to order. Unless stated otherwise, customers do not upload or personalize designs.

This policy applies to orders delivered to the EU, UK, and USA and worldwide for the section dealing with global orders. Where local law grants stronger protections than this policy, those laws will apply.

1) Non‑personalised, made‑to‑order goods

Our products are made to order but not personalised to individual customers. In the EU and UK, made‑to‑order goods are still eligible for distance‑selling cancellation rights unless they are made to your specifications or clearly personalised (e.g., your own photos, text, or names). If we ever offer personalised products, those may be non‑returnable except where faulty.

2) EU & UK: Right to cancel (change‑of‑mind)

These rules apply to consumers purchasing for personal use (not business use).

Your right:

  • You may cancel your order within 14 days from the day you (or someone you nominate) receive the goods. For multiple items delivered separately, the 14 days runs from the day the last item is delivered.
  • After approval of the cancellation, you have 14 days to send the goods back.

How to cancel:

  • Email us at Order support with your order number and a clear statement that you wish to cancel and select an appropriate reason. 

Returns & refunds:

  • Return shipping: You are responsible for the cost of returning goods (unless we agree otherwise or the goods are faulty). Please use a trackable service and keep proof of posting.
  • Refund amount: We refund only the item price MINUS the standard outbound delivery cost (if charged). Any premium/express delivery upgrades are not refunded.
  • Refund timing: We will refund you within 14 days from the day of approval of your cancellation; we may withhold the refund until we receive the goods back.
  • Condition of returned goods: You may handle goods only to the extent necessary to establish their nature, characteristics and functioning (e.g., try‑on). We may deduct for any diminished value caused by unnecessary handling or damage caused during handling.

3) Faulty, damaged or not‑as‑described (all regions)

If your item arrives faulty, damaged, or not as described, contact us at Order support within 30 days (after which we cannot help) with your order number and photos.  On approval, we will arrange a free re-print or refund and ship you at no additional cost  as required by local law. 

If a return is approved due to damage or manufacturing defect , there is no need to return the product.

 

4) USA and all global orders outside EU and UK: Change‑of‑mind returns

For non‑defective merchandise delivered in the USA, all sales are final (no change‑of‑mind returns), provided this policy is posted conspicuously at or before checkout. This does not affect your rights for faulty, damaged, or incorrectly supplied items.

5) How to return

  1. Contact us at Order support with your order number and reason for return.
  2. We’ll confirm eligibility and provide the return address and instructions.
  3. Pack securely. You are responsible for the goods until they reach us; we recommend a trackable/insured service.
  4. Once received (or once you provide proof of return, where applicable), we’ll process the refund according to the rules above and notify you by email.

6) What we don’t accept as returns

  • Personalised or custom‑made goods (if/when offered) except where faulty.
  • Items returned outside the stated timeframes without prior agreement.

7) Exchanges

We do not offer direct exchanges. If you need a different size or colour, please place a new order and return the original (where eligible) for a refund.

8) Refund method

Refunds are issued to your original payment method. If that is not possible, we’ll contact you to arrange an alternative.

9) Contact details

AI HUMANIX TECHNOLOGIES LTD  t/a WelcomeArtist (www.welcomeArtist.com)  (“we”, “us”, “our”)
Registered office: 71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
UNITED KINGDOM
Email: Contact Here

Company Number 16656949

 

Notes

  • This policy summarises the minimum legal standards for EU, UK, and USA purchases for non‑personalised, made‑to‑order goods. If we provide more generous terms anywhere on the site, those will apply.
  • Nothing in this policy affects your statutory rights.