Returns and refunds
Everything sold through the120ist shop is printed on demand by our fulfillment partner Printful. Because each item is produced specifically for your order, we cannot accept returns for change of mind. This is standard for print-on-demand products.
However, if something goes wrong with your order, we will make it right.
When we will replace or refund
We will offer a replacement or full refund (your choice) in any of the following cases:
- The item arrives damaged in transit
- The item has a manufacturing defect, such as misaligned print, ink bleed, or stitching failure
- The wrong item, size, or colour has been sent
- The item never arrives (lost in transit, confirmed by the carrier)
How to make a claim
To request a replacement or refund, email hello@the120.ist within 30 days of receiving the item, with:
- Your order number (from your Stripe receipt)
- A description of the issue
- Clear photos of the problem (essential for damage or defect claims)
We will respond within 2 business days. Most claims are resolved within a few days once we have the information we need.
What we cannot accept returns for
- Change of mind once an order has shipped
- Wrong size or colour selected by the customer at checkout (please check the size guide before ordering)
- Items returned without prior agreement from us
- Items showing wear from use
Refunds
Approved refunds are issued through Stripe back to the original payment method. The refund will typically appear within 5 to 10 business days, depending on your bank or card issuer.
Damaged on arrival
If your parcel is visibly damaged when it is delivered, take a photo of the outer packaging before opening if you can. This helps us claim against the courier if needed.
Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 where applicable.
Questions
If anything in this policy is unclear, email hello@the120.ist and we will help.