Refund policy

RETURNS & REFUND POLICY

Last updated: June 3, 2026

This Returns & Refund Policy applies to all purchases made through the Still & Held website.

1. Your right to cancel (14-day cooling-off period)

You have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise this right, you must inform us of your decision to cancel within the 14-day cancellation period.

You may contact us using the details provided in the “Contact” section of this policy.

2. Returning goods

If you cancel your order, you must return the goods to us within 14 days of notifying us of cancellation.

Goods must be sent to:

Still & Held Returns
17 High Street
Hertfordshire
EN8 7AA
United Kingdom

3. Return postage costs

For all returns under the 14-day cancellation right, you are responsible for the cost of returning the goods to us.

Return shipping costs are non-refundable.

4. Condition of returned goods

You are responsible for the condition of the goods until they are received by us.

Items must be returned:

Unworn and unused
In a condition suitable for resale
With original packaging where reasonably possible

You may handle and inspect goods as you would in a physical store. However, we reserve the right to reduce the refund amount where items show signs of use beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods, or where the item is not in a resaleable condition, unless the item is faulty or not as described.

5. Refunds

Once returned goods are received and inspected:

Refunds will be processed within 14 days
Refunds will be issued to the original payment method used at checkout
We may withhold reimbursement until goods are received, or until proof of return is provided

Where applicable under UK law, the original standard delivery charge may also be refunded.

6. Faulty, damaged, or incorrect items

If you receive an item that is faulty, damaged, or incorrect, you must contact us as soon as reasonably possible.

Where a fault is confirmed, you will be entitled to:

A replacement item, or
A full refund

In such cases:

We will refund the cost of the item
We will also refund reasonable return postage costs incurred in returning the item

We may request photographic evidence before processing a claim.

7. Non-returnable items

The right to cancel may not apply to:

Personalised or made-to-order items (if applicable)
Items returned outside the 14-day cancellation period
Items not returned to the correct return address

8. Printify fulfilment

Some products are fulfilled by third-party production partners via Printify.

Where an item is faulty or incorrect, claims may be subject to assessment through Printify’s fulfilment and quality assurance process before resolution is confirmed.

This may include review of photographic evidence and production verification.