Refund policy
RETURN, CANCELLATION AND REFUND POLICY
Last updated: 27 August 2026
Teddyshirt is an online clothing store operated from Egypt and selling products to customers in the United Kingdom.
Teddyshirt sells products on a made-to-order basis and may use independent third-party production and fulfilment providers, including Gelato and its production partners.
1. VOLUNTARY 24-HOUR CANCELLATION FACILITY
Teddyshirt provides an additional 24-hour cancellation facility following successful payment.
If a customer contacts Teddyshirt within 24 hours and production has not commenced, Teddyshirt will normally cancel the order and refund the amount paid to the original payment method.
This 24-hour facility is an additional benefit provided by Teddyshirt.
It does not remove, reduce or restrict any statutory consumer right.
2. PRODUCTION AFTER ORDER
Some products are made after an order is placed.
Once an order is submitted for production, Teddyshirt may no longer be able to voluntarily stop or modify production.
The customer's legal rights are not lost merely because the product has entered production.
3. STATUTORY CANCELLATION RIGHTS
Where UK law provides a statutory cancellation right for an online purchase, the customer may generally cancel within the applicable statutory cancellation period even where the product is not faulty.
For applicable standard goods purchased online, the statutory cancellation period generally runs for 14 days after the customer obtains physical possession of the goods.
Where multiple goods are delivered separately, applicable rules may determine the cancellation period by reference to the last goods received.
4. PERSONALISED OR CUSTOMER-SPECIFIED GOODS
Certain goods may be exempt from statutory cancellation rights where they are genuinely:
- Made to the customer's specifications
- Clearly personalised
- Produced using customer-specific content or requirements
Examples may include:
- Customer-provided names
- Customer-provided photographs
- Customer-specific artwork
- Customer-specific text
- Other genuine individual personalisation
The fact that an ordinary product is made after the order is placed does not by itself make the product exempt from statutory cancellation rights.
5. HOW TO CANCEL
A customer may contact Teddyshirt using:
Email:
teddyshirtsupport@gmail.com
Telephone:
+44 7576 038391
WhatsApp:
+44 7576 038391
The customer should clearly state:
- Order number
- Name
- Intention to cancel
- Any other information reasonably needed to identify the order
A statutory cancellation request does not require the customer to use a particular form where applicable law allows a clear written communication.
6. RETURN OF GOODS
Where a statutory cancellation right applies and the customer validly cancels the contract, the customer should normally return the goods without undue delay and generally within 14 days after communicating the cancellation.
The customer may be responsible for the direct cost of returning goods where permitted by applicable law and where the required information was provided before purchase.
The customer is responsible only for diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, to the extent permitted by law.
7. REFUNDS FOLLOWING STATUTORY CANCELLATION
Where a statutory cancellation right applies and is validly exercised, Teddyshirt will refund the amounts required by applicable law.
Where applicable, the refund will include the cost of standard delivery.
Where the customer selected a more expensive delivery option, Teddyshirt may refund only the cost of the least expensive standard delivery option where permitted by law.
Where permitted by law, Teddyshirt may wait to make the refund until:
- The goods have been returned; or
- The customer provides evidence that the goods have been sent back,
whichever occurs first.
8. FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
If a product is faulty, damaged, incorrect, materially different from its description, or otherwise does not conform to the contract, contact Teddyshirt.
Please provide:
- Order number
- Description of the problem
- Photographs where reasonably relevant
Teddyshirt will investigate the issue and provide the remedy required by applicable law.
Depending on the circumstances, this may include:
- Repair
- Replacement
- Price reduction
- Refund
- Rejection of the goods
- Another statutory remedy
9. PRODUCTS DAMAGED DURING DELIVERY
If a product arrives damaged, contact Teddyshirt as soon as reasonably possible.
Photographs of the package and product may help us investigate the matter with the relevant production or delivery provider.
Failure to report the issue immediately does not automatically remove statutory rights that cannot legally be excluded.
10. WRONG OR MISSING PRODUCTS
If you receive the wrong product or an item is missing, contact Teddyshirt.
We will investigate the issue and provide the remedy required by applicable law.
11. CHANGE OF MIND
Where a statutory cancellation right applies, a customer may cancel because they changed their mind.
Where the statutory exception for genuinely personalised or customer-specified goods applies, the statutory cancellation right may not apply.
12. VOLUNTARY EXCHANGES
Teddyshirt does not generally offer voluntary exchanges for change of mind.
This does not affect statutory rights relating to defective, damaged, incorrect or non-conforming products.
13. REFUND METHOD
Where possible, refunds will be made using the original payment method.
The timing of a refund may also depend on the payment provider's processing time.
Teddyshirt will not deliberately delay a refund beyond the period permitted by applicable law.
14. ORDER CANCELLATION BY TEDDYSHIRT
Teddyshirt may cancel an order when reasonably necessary, including where:
- The product cannot be produced
- The order contains an obvious error
- There is an obvious pricing error
- A technical problem materially affected the order
- We reasonably suspect fraudulent activity
- We cannot fulfil the order
Where payment has already been taken, Teddyshirt will refund the amount legally due.
15. NO LOSS OF CUSTOMER RIGHTS
Nothing in this policy:
- Removes statutory cancellation rights
- Removes statutory rights concerning faulty goods
- Permits Teddyshirt to retain money it is not entitled to retain
- Transfers the customer's legal rights to Gelato
- Makes the customer responsible for the independent acts of a production or delivery provider where Teddyshirt remains responsible under applicable law
16. STANDARD CANCELLATION FORM
To:
Teddyshirt
District 1, Locality 12, Street 5
El Obour City, Qalyubia
Egypt
Postal Code: 11828
Email:
teddyshirtsupport@gmail.com
Telephone:
+44 7576 038391
WhatsApp:
+44 7576 038391
I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Customer signature, where applicable:
Date:
17. CONTACT
Teddyshirt
District 1, Locality 12, Street 5
El Obour City, Qalyubia
Egypt
Postal Code: 11828
Email:
teddyshirtsupport@gmail.com
Telephone:
+44 7576 038391
WhatsApp:
+44 7576 038391