Refund policy

Refund Policy — HEDGE_OC

Last updated: 24/08/26

This Refund Policy forms part of, and should be read alongside, our Terms of Service. Where this Policy and the Terms of Service overlap, the more specific terms below govern refunds, returns, and cancellations. Nothing in this Policy limits your statutory consumer rights.

1. Our Products Are Made to Order

Every HEDGE_OC item is manufactured specifically for your order once it's placed — nothing is pulled from pre-made stock. Production with our fulfillment partner typically begins shortly after checkout. Because of this, our refund policy works differently from a standard retailer's.

2. Change of Mind

We do not accept returns or offer refunds for change of mind. Because each item is made to order, your statutory right to cancel for a change of mind (which would normally apply to online purchases under UK and EU consumer law) does not apply once production has begun, as your item is considered personalised/custom-made. This is explained in full in Section 5.1 of our Terms of Service.

If you've made a genuine mistake (wrong size, wrong item, wrong address) and want to try to change or cancel your order, email us immediately at studio.hedgeoc@gmail.com with your order number. We cannot guarantee a change or cancellation once production has started, but we will always try if you reach us in time.

3. Faulty, Damaged, or Incorrect Items

This is where you're fully covered. If your order arrives:

Faulty (a manufacturing defect, not general wear),
Damaged in transit, or
Materially different from what you ordered (wrong item, wrong size sent, wrong print),

you are entitled to a repair, replacement, or refund, in line with your statutory rights under the UK Consumer Rights Act 2015 and equivalent mandatory consumer protection law in your own country, regardless of where you're ordering from.

To make a claim:

Email studio.hedgeoc@gmail.com within 14 days of delivery
Include your order number
Include clear photos showing the fault, damage, or discrepancy

We'll get back to you within a reasonable time to arrange a repair, replacement, or refund. We may ask for the item to be returned to us or our fulfillment partner in some cases — if so, we'll cover the return shipping cost for genuinely faulty or incorrect items.

4. What Isn't Covered

We're not able to offer a refund or replacement for:

Change of mind on a correctly made, non-faulty item (see Section 2)
Incorrect size selected by you, where accurate size guidance was available at the time of purchase
Normal print-on-demand variation — because each item is individually produced, minor differences in colour shade, print placement, or fabric texture compared to the product photos are expected and are not considered a fault
Items damaged after delivery through normal wear, incorrect washing, or misuse

5. How Refunds Are Processed

Approved refunds are issued to your original payment method.
Processing begins as soon as a refund is approved on our end; it may take additional time to appear on your bank or card statement depending on your payment provider — this is outside our control.
If a partial issue affects only part of a multi-item order, we may issue a partial refund covering just the affected item(s).

6. International Orders

We ship worldwide, and this Refund Policy applies to all orders regardless of destination. If your country provides you with additional mandatory consumer protections beyond what's described here, those rights are not affected or limited by this Policy — see Section 5.1a of our Terms of Service for more detail.

Please note: any customs duties or import taxes already paid on an order are generally non-refundable by us, as these are collected by your local customs authority, not HEDGE_OC. If your order used Delivered Duty Paid shipping, this is handled differently and duties may be refundable as part of a full order refund — contact us if this applies to you.