Refund policy

Refund Policy

At The Fringe Store, we want your experience with us to be smooth and stress-free. Because everything we produce is custom-made to order, we’ve put together this quick guide on cancellations, refunds, and what to do if something goes wrong.

Order Cancellations & Refunds

We understand that plans can change, and we aim to be as flexible as possible.
If you need to cancel your order, please email us at hello@thefringe.store with your order details.

  • If your order has not yet been put into production, we’ll process a refund minus a 3% administration fee to cover non-refundable transaction charges incurred at the time of your order.

  • If production has already started — including any artwork preparation, pre-press checks, or printing — your order cannot be cancelled or refunded.

Tip: If you're unsure about anything or your plans might change, please contact us as early as possible — we're here to help.

Returns

Since our products are custom-printed just for you, we can only offer a refund or replacement if something has gone wrong on our side.

We can offer a replacement or refund if: ✅ The print has a clear defect (e.g., misalignment, smudging, or incorrect colours).
✅ We’ve printed the wrong artwork file (not the one you submitted).
✅ Your order is lost or damaged in transit.

We cannot accept returns for: ❌ Artwork issues caused by incorrect or low-resolution files supplied by you.
❌ Slight colour variations due to differences between screen displays and printed materials.
❌ Changes of mind or dissatisfaction with the layout or design if the print matches the artwork provided.

If there’s an issue with your order, please email hello@thefringe.store within 7 days of delivery. Include your order number and clear photos of the issue, and we’ll work with you to sort it quickly.

Lost or Damaged Orders in Transit

We take every care to ensure your order reaches you in perfect condition.
If your order arrives damaged or is lost in transit, please contact us within 48 hours of delivery (or expected delivery date).
Send us your order number and photos of any damage, and we’ll arrange a replacement or refund as quickly as possible.

Loss or Damage After Delivery

For deliveries to third-party venues or private addresses, our responsibility ends once the package has been signed for and accepted.
We cannot be held responsible for any loss, theft, or damage after delivery has been accepted.
If you encounter any issues, we recommend contacting the venue or recipient who accepted the package on your behalf.

Agreement to Terms

By placing an order with The Fringe Store, you confirm that you have read and agreed to our Terms and Conditions and Refund Policy, including our policy on transaction charge recovery in the event of cancellation.