Refund Policy

Effective Date: 12 May 2026

At Red Gate Studio, every piece is made for fans, by a fan. We want you to love what you receive — and if something isn't right, we'll work with you to make it right.

This policy explains your rights and our process for returns, exchanges, and refunds for purchases made at www.theredgatestudio.com.

1. Return Window

You have 14 days from the date your order is delivered to request a return or exchange. Requests submitted after this window cannot be accepted.

2. Eligible Items

To be eligible for a refund or exchange, items must be:

Unworn, unwashed, and free of stains, odours, deodorant marks, fragrance, or pet hair
In their original condition with all tags still attached
Returned in their original packaging wherever possible

3. Limited Edition & Made-to-Order Notice

Because every Red Gate Studio piece is part of a strictly limited collection (typically 50–75 pieces per design) and produced in small runs, please order thoughtfully. The following items cannot be returned or refunded unless faulty:

Items that have been worn, washed, altered, or modified
Items marked "Final Sale" at the point of purchase
Personalised, customised, or made-to-order pieces
Gift cards

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at thisisredgatestudio@gmail.com with:

Your order number
A description of the issue
Clear photographs showing the problem (and the shipping label, if relevant)

We'll arrange a replacement, exchange, or full refund — including return shipping costs — at no charge to you.

5. How to Start a Return

Email us at thisisredgatestudio@gmail.com within 14 days of delivery, including your order number and reason for return.
We'll reply within 2–3 business days with return instructions and the return address.
Ship the item back using a tracked service. We strongly recommend tracking and insurance, as we cannot be held responsible for items lost or damaged in return transit.

Please do not send items back without contacting us first — unauthorised returns may be refused or delayed.

6. Return Shipping Costs

Faulty, defective, or incorrect items: We cover all return shipping costs.
Change of mind, wrong size, or no longer wanted: Return shipping is the buyer's responsibility. Original shipping costs are non-refundable.

7. Refunds

Once we receive and inspect your return, we'll notify you of approval or rejection within 5 business days. Approved refunds are issued to your original payment method within 7–10 business days of approval. Depending on your bank or card issuer, the credit may take additional time to appear on your statement.

8. Exchanges

We're happy to exchange items for a different size, subject to stock availability. Because our collections are strictly limited, we cannot guarantee that your preferred size or design will still be in stock. If your preferred replacement is sold out, we'll offer a store credit or a full refund.

9. International Orders

Customs duties, import taxes, VAT, and brokerage fees paid at delivery are not refundable by Red Gate Studio. If you refuse delivery, fail to collect a parcel, or provide an incorrect address resulting in the parcel being returned to us, the original shipping costs and any return-to-sender fees will be deducted from your refund.

10. Late or Missing Refunds

If you haven't received your refund within the timeframe above:

Recheck your bank account and any pending transactions.
Contact your credit card company or payment provider — it can take time for refunds to be officially posted.
If you've done both and still haven't received your refund, email us at thisisredgatestudio@gmail.com and we'll investigate.

11. Your Statutory Rights

This policy does not affect any statutory consumer rights you may have under the laws of your country of residence (for example, the UK Consumer Rights Act 2015 or the EU Consumer Rights Directive). Where local consumer law grants you stronger rights, those rights apply.

12. Contact Us

For all returns, exchanges, or refund questions:

Red Gate Studio

Email: thisisredgatestudio@gmail.com

Website: www.theredgatestudio.com

We aim to reply to every enquiry within 2–3 business days.