Introduction

At Silvercain Merchandise, we are committed to providing our customers with high-quality products and services. Each product is uniquely made to order, which means our policies, including refunds and returns, are designed to ensure a fair and transparent process in line with our operational model and legal requirements.

General Policy

All sales are final as our products are uniquely produced upon order through our print-on-demand partner, Printify. We encourage our customers to review their orders carefully before submission as we do not support returns or exchanges for products ordered in the wrong size, colour, or if a customer changes their mind post-purchase.

Damaged or Defective Items

Despite our best efforts, if you receive a damaged product or one with a manufacturing error, we offer a free replacement or a refund. Please report the issue within 30 days of delivery by contacting us at contact@silvercain.co.uk with the subject “Return/Refund Request.” Your email must include:

• A clear photograph showing the defect or damage.
• A detailed description of the issue.
• Your order number and contact information.

Upon receipt of your claim, we will initiate an investigation. If your claim is validated, we will process a replacement or refund to your original payment method. Note, if your billing currency is not the United States Dollar (USD), the refund will be issued directly to the original payment source.

Non-Returnable Items

Please note the following circumstances where we do not offer replacements or refunds:

• Products ordered in the incorrect size or colour by the customer.
• Products that are slightly different from the product images due to colour variations on computer screens or minor variations in product material.
• Minor deviations in the placement of designs on DTG (Direct to Garment) products, where there is a tolerance of 0.5 inches, which will not be considered a defect.

Unsuccessful Delivery

If a product fails to be delivered successfully, you may opt for a replacement subject to an additional charge, or a partial refund. Contact our customer service team with details of the issue, and we will guide you through the options available.

Additional Notes

For issues affecting multiple products with the same design, please provide additional photographic or video evidence of all affected items in one frame for confirmation purposes.

Contact Us

For any further questions or to initiate a return or refund, please contact us at contact@silvercain.co.uk. We aim to respond to all queries within 48 hours.