Returns & Refunds

Made to Order

Every Our Town Gear product is custom printed when you place your order. Because of this, we cannot accept returns for change of mind, wrong size selection, or other non-fault reasons. This is in accordance with the Consumer Contracts Regulations 2013, which exempt goods made to the consumer’s specification from the standard 14-day cancellation right.

This does not affect your statutory rights under the Consumer Rights Act 2015.

What We Cover

We provide replacements or refunds where items:

• Arrive damaged
• Have print quality issues or defects
• Are incorrect (wrong item or design sent)
• Don’t match the product description

Return Window

You must contact us within 30 days of receiving your delivery. Email us at support@ourtowngear.com with your order number and a photo of the issue — this helps us resolve things quickly.

What Happens Next

Once we’ve reviewed your request, we’ll offer either a replacement or a full refund, depending on your preference and stock availability. Refunds are processed within 3 business days of approval. Bank deposits typically appear within a few additional days depending on your payment provider.

Return Postage

For defective or damaged items, we cover the cost of return shipping. We’ll provide a prepaid shipping label or reimburse your postage.

Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or unfit for purpose, you are entitled to a remedy regardless of this policy.

Contact

If you have any issues with your order, email us at support@ourtowngear.com or call +44 131 392 1309.

Last updated: February 2026