Refunds & Returns
Refunds and Returns: Receive a Refund and Return a Product
SpeedyTB Tees is a one-person shop, not a warehouse with a call centre and a script. Returns are the part of online shopping where big retailers tend to hide behind forms and automated replies, and I would rather do the opposite. This page explains in plain English how to receive a refund and return a product, what your rights are, and what actually happens after you email me.
It is written for real people, including anyone who finds admin exhausting. There is no phone queue to sit in and no need to explain yourself twice.
Check your parcel within 30 days
Under UK consumer rules, if an item is faulty you have an immediate right to a full refund within the first 30 days of taking ownership. That clock starts when the goods reach you, not when you order them. Open the parcel when it lands, look over the print and the seams, and try the fit while you still have plenty of time to act.
Most people assume they will have to argue. You will not. If the fault was present when the item arrived, the refund is your legal right and no store policy can override it.
Faulty items and change of mind returns are not the same thing
Working out which one you are dealing with is the quickest way to get a return moving. Faulty returns follow your consumer rights. Change of mind returns follow the shop’s own process, which is why postage and conditions can differ.
| Situation | Inside the 30-day window | Who pays return postage |
|---|---|---|
| Item arrives faulty or damaged | You have an immediate right to a full refund | The seller, where the fault is theirs |
| Wrong size ordered, or you changed your mind | The shop’s own returns process applies | You, in most cases |
| Sale or clearance item | Any restriction must have been made clear before you bought | Depends on the terms you were shown |
Consumer guidance is consistent on this point: a faulty item comes with a legal right to a refund regardless of what a store’s returns page says. Returning an unwanted item for a refund sits outside that, and is a policy choice the retailer makes.
How to request a refund or a return, step by step
- Email me with your order number and a short description of what is wrong. A photo of the fault helps far more than a long explanation.
- Tell me what you would prefer: a refund, a replacement, or a different size.
- I will reply confirming whether the return is being handled as a faulty item or a change of mind, because that decides who covers postage.
- Wait for written confirmation of the return address and the postage arrangements before posting anything. Nothing needs to leave your home until you have that reply.
- Send the item with proof of postage, and keep that receipt until the refund has landed.
- Once the item is back and checked, the refund is issued to the original payment method. Payment providers vary in how quickly the money appears, so ask if you need something firmer.
If any of those steps are difficult for you, say so. Agreeing a collection, accepting a photo instead of a written description, or waiting a few extra days while you deal with other things are all reasonable conversations to have.
Who pays for return postage
For a change of mind return, consumer guidance is that returning the goods at your own cost is normally your responsibility. That is the trade-off for being able to send back something you simply no longer want.
Retailers vary in how they handle it. Some deduct a fee from the refund, some charge you when you arrange the return, and some ask you to pay at the counter. If you are told there is a charge, ask what it covers and whether it would still apply if the item turned out to be faulty, because a faulty item is a different situation entirely.
Some consumer claim routes only apply above a minimum order value, so if a return develops into a dispute, check the current thresholds with an official consumer advice source rather than relying on any blog post, including this one.
Sale items and exchange-only labels
A shop cannot spring a restriction on you after you have paid. If a sale item can only be exchanged rather than refunded, that has to be made clear before you complete the purchase. Shoppers regularly report being told about exchange-only terms only after the fact, and that is exactly the situation worth pushing back on.
Faulty is still faulty. A discount does not remove your right to a full refund within 30 days if the item is defective.
Packing and posting your return
- Photograph the fault before you post the item, with the whole garment visible.
- Keep the proof of postage receipt. Without it, a lost parcel becomes your problem rather than a shared one.
- Reuse the original packaging if you still have it. It is already the right size and saves you buying anything.
- Note the tracking number somewhere you will find it again if the return goes quiet.
None of this is fussy admin for its own sake. A returns process runs on evidence, and a photo plus a receipt settles most conversations in a single email.
Refunds, timing and payment methods
Refunds are normally returned to the same method you paid with. If that card has expired, the account has closed, or somebody else paid on your behalf, mention it in your first email so an alternative can be sorted out before the refund is processed.
How long a refund takes to appear is usually down to the bank or payment provider rather than the shop. I will tell you when the refund has been issued, and you can use that date if you need to chase your provider.
Making returns easier when admin is hard
A lot of the people who buy from this shop are autistic, ADHD, or managing burnout and limited energy. Waiting on hold, repeating the same story to three different people, and printing forms are exactly the tasks that get pushed to the bottom of the pile.
So the process here is built to avoid them. Email is enough. A photo is enough. You do not have to phone anyone, justify yourself, or write a formal letter. If you need more time to send something back, ask for it rather than letting the whole thing slide.
Industry reporting cited in small business guidance puts UK return rates at around 17.5%, which is a lot of people handling the same admin at any given time. There is no embarrassment in asking for help with it.
If a return goes wrong
Start by putting your complaint in writing and keeping it factual: order number, dates, what you were told, and what you want to happen. That record is useful if you need to escalate.
Consumer organisations such as Which? publish current guidance on return fees, and there are formal routes for disputes if a shop refuses to honour your rights on a faulty item. Check the current rules with an official source before assuming a fight is necessary, because in the first 30 days the law is usually on your side.
Frequently Asked Questions
How long do I have to return a faulty item?
If an item is faulty, you have an immediate right to a full refund within the first 30 days of taking ownership. The window runs from the day the goods reach you, not the day you ordered them. Keep your order confirmation and a photo of the fault, and contact the seller as soon as you spot the problem.
Do I have to pay to return an item?
It depends on why you are returning it. For a change of mind return, consumer guidance is that sending the goods back at your own cost is normally your responsibility, and some retailers also deduct a fee from the refund. If the item is faulty, that is a different situation and the cost should not fall on you.
Can a shop refuse a refund on a sale item?
A restriction such as exchange only has to be made clear before you buy, not afterwards. If nobody told you until you tried to return the item, it is worth querying in writing. A faulty sale item is still faulty, so your right to a full refund within the 30-day window is not cancelled by a discount.
What should I do if my parcel arrives damaged?
Photograph the damage and the packaging before you throw anything away, then email the seller with your order number. You do not need to prove how it happened. If the fault was there when it arrived, you have the right to a full refund within 30 days of receiving it.
Can I get a refund and keep the product?
Sometimes. A retailer may decide that collecting a low value item costs more than the refund is worth, but that is their choice rather than a legal right. Ask directly, and expect the answer to depend on the item, the fault and the shop’s own process. Never assume it.