Refund policy
Refund and Returns Policy
This policy sets out your rights when returning goods purchased from Stash Shop. It does not affect your statutory rights.
Custom-made and personalised items
The majority of what we supply is made to order. Garments are decorated with your club or school crest, sponsor logos, initials, names or numbers after your order is placed, deemed as personalised and cannot be resold.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to your specification or clearly personalised are exempt from the standard 14-day right to cancel. Once the order has been placed and production has begun, these items cannot be cancelled, returned or exchanged unless they are faulty, damaged or not as described.
Because of this, please check your size carefully before ordering. Size guides are provided in the description of each item, and sample garments are made available to club and school co-ordinators wherever possible. If you are unsure, contact your co-ordinator before your shop closes.
Stocked and undecorated items
Items supplied from stock without decoration or personalisation may be returned within 14 days of delivery for a refund, provided they are unused, in their original condition and in the original packaging, with proof of purchase.
Please notify us at info@stashshop.co.uk within 14 days of delivery if you wish to return a stocked item, we will provide a link to raise an official returns request specific to your order.
Shop-specific terms
Each club, school and organisation shop may have its own returns arrangement, agreed with its co-ordinator. Where this applies, the terms are shown on the product listing and in the pop-up displayed when you add an item to your basket. Please read this before ordering.
Faulty, damaged or incorrect items
Please check your order on receipt. Report any damage, shortage or incorrect item to info@stashshop.co.uk within 7 days of delivery, with photographs where relevant, so we can resolve it quickly.
If goods are faulty, not as described or not fit for purpose, you have the right to reject them within 30 days of delivery for a full refund. After 30 days, you are entitled to a repair or replacement. These rights apply to custom-made and personalised items as well as stocked items, and are not affected by anything else in this policy.
Manufacturing variation is not a fault. As set out in our Terms of Service, colour, finish and badge or print position may vary between garments and across the size range within normal manufacturing tolerance.
How to make a return
Raise a returns via email to info@stashshop.co.uk . They will provide you with a unique returns request URL. Please wait for our confirmation before sending anything back.
Return postage
Where an item is faulty, damaged, incorrect or not as described, we cover the cost of return postage.
Where you are returning a stocked item because you have changed your mind, you are responsible for return postage. We recommend using a tracked service and retaining proof of postage, as we cannot process a refund for an item we do not receive.
Refunds
Once your return is received and inspected, we will email to confirm receipt and tell you whether the refund has been approved.
Approved refunds are issued to the original payment method within 14 days. Your bank or card provider may take a few additional days to show the credit.
Partial refunds may be issued where an item is returned outside the applicable window, or is not in its original condition for reasons that are not our fault.
Exchanges
We replace items that are faulty or damaged. For an exchange, email info@stashshop.co.uk with your order number before returning anything.
Non-returnable items
Gift cards cannot be returned or refunded.
Contact
Stash Shop, Marx Corporate, 20 Church Street, Ballymena, BT43 6DE
info@stashshop.co.uk