Returns

This Returns and Legal Guarantee Policy forms part of our Terms, and terms defined there have the same meaning here. It does not limit any right you have under mandatory law.

Personalized Goods

Every Big City Ink item is made to order with the personalization you submit. Adding your own text or initials is a required step before purchase.

Before placing your order, please check the product, color, size, spelling and layout.

Change-of-mind returns

We do not accept returns or exchanges of correctly supplied Personalized Goods for change of mind. This includes a change of mind about the design, the selection of an unsuitable size, or a wish to change text you entered, provided that the goods conform to your order and their description.

For Consumers in the European Union, the right of withdrawal does not apply to these goods pursuant to Article 16(c) of Directive 2011/83/EU, which concerns goods made to the consumer’s specifications or clearly personalized. For Consumers in the United Kingdom, the right to cancel does not apply pursuant to regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this clause excludes any right to cancel that cannot be excluded under the law applicable to you.

This clause does not affect your rights in respect of goods that are faulty, do not match their description, are incorrectly supplied or are not delivered.

Faulty, damaged or incorrect goods

If your item is damaged, defective, does not match its description or differs from your confirmed order, including any error in size, color, design or personalization made by us, notify us at hello@bigcityink.com as soon as possible. Please state your order number, describe the issue and enclose clear photographs showing it, including the affected area and the garment label.

Please contact us before returning any item. Where we require an item to be returned for inspection, we will provide instructions and bear the cost of return for a valid claim. We are not responsible for items sent to an address other than the one we provide.

The legal guarantee covers a lack of conformity that existed at the time of delivery. It does not cover normal wear and tear, or damage resulting from failure to follow the care instructions supplied with the product, improper use, alteration or accident after delivery.

Our request that you notify us promptly does not shorten any period or limit any right provided by applicable law.

Remedies and refunds

Where goods do not conform to the Contract, you are entitled to have them brought into conformity free of charge. As a printed garment generally cannot be repaired, this is normally done by replacing the item with a newly produced one. Where replacement is impossible, would impose disproportionate costs or is not carried out within a reasonable time, you are entitled to a proportionate reduction in price or to terminate the Contract. Termination is not available where the lack of conformity is only minor.

Where you are entitled to a refund, we make it using the means of payment you used for the purchase, at no cost to you, without undue delay and in any event within 14 days of the date on which we accept your claim or, where we have asked you to return the item, of the date on which we receive it or evidence that you have sent it. We do not require you to accept store credit in place of a refund to which you are entitled.

Legal guarantee

Consumers in the European Union benefit from a legal guarantee of conformity of at least two years from delivery. We are liable for any lack of conformity that existed at the time of delivery and becomes apparent within that period. National law may provide for a longer period. The official notice of the European Union is reproduced below.

Consumers in the United Kingdom have rights under the Consumer Rights Act 2015. Consumers in Australia benefit from consumer guarantees under the Australian Consumer Law that cannot be excluded. Consumers in other countries retain the mandatory protections of their local law.

We do not offer a commercial guarantee in addition to the legal guarantee.

Complaints

We will provide a reasoned written response to a complaint within 14 calendar days of receipt, unless another mandatory period applies. If we cannot resolve the matter, the dispute resolution options are set out in clause 16 of our Terms.