RETURNS

This is a custom made item. When you order an item we do all of the design, cutting/printing and image transfer ourselves; these are not mass-manufactured items. We take our time to make sure the product is correct and looks good. Before we send the product we also look for faults. Our base t-shirts are from wholesale suppliers and sometimes they send us a faulty garment but we always make sure we check our products first to make sure you get only the best from us. We have drawn up our returns policy so that is is fair to our customers and ourselves as a growing business.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Personalised items (unless there is an error made by Thunder Lizard)
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

• Items with obvious signs of use
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

To begin the return process please send an email to hello@thunderlizard.co.uk stating the reason for the return. We may request additional information including pictures or video as proof of an issue.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as it is possible to do so.

Refunds on non-personalised items are subject to the following conditions:

• The item must be returned within 14 working days from the start of a returns process
• The Customer is responsible for the shipping return of the item including the cost
• Items must be in the original conditional and/or unworn
• The original shipping cost to Thunder Lizard will be deducted if the item was sent as Free Shipping

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit/debit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thunderlizard.co.uk.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Cancelling Your Order

If you need to cancel your order, please do so as soon as possible. If this is a personalised order and we have already started or completed the item you will not be entitled to a refund. We will provide you with evidence to confirm the order has been started or completed.

Changing Your Order

You are more than welcome to change your order, it is your order after all! However, let us know as soon as possible so that we do not start something we cannot finish. If this is a personalised item and we have already personalised it, there will be no going back and we will not be able to issue a refund.

Exchanges
We only replace items if they are defective or damaged or a mistake in personalisation was made by us. If you need to exchange it for the same item, send us an email at hello@thunderlizard.co.uk and we’ll send you information of how to exchange your item(s).

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, you should email hello@thunderlizard.co.uk to start a return process, details will be emailed to you.

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

All items are now sent via Royal Mail Tracking services.