Refund policy

Freefall — Return & Refund Policy

Last updated: 25 July 2026

Overview

All Freefall products are made to order - each item is printed specifically for your purchase once you place an order. Because of this, our returns process works a little differently from typical retail.

Order Changes & Cancellations

If you need to cancel or change your order, please email us at hello@kymeramedia.com as soon as possible. Orders begin production automatically shortly after they are placed, so we cannot guarantee that a cancellation or change will be possible once this has happened - but we will always do what we can to help.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or isn't what you ordered, please contact us within 30 days of delivery at hello@kymeramedia.com with a photo of the issue. We'll send you a free replacement or a full refund, whichever you prefer. In most cases, you won't need to return the item to us.

Change of Mind & Sizing

Because every item is printed to order specifically for you, we're unable to offer refunds or exchanges for incorrect size selection, change of mind, or if you simply don't like the item once it arrives. Please check the size guide on each product page carefully before ordering - once an item has been printed with your design, it can't be resold or reused for another customer.

Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including your right to a refund or repair for goods that are faulty or not as described.

Refunds

Approved refunds are issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card provider.