Refund and Returns Policy

Last updated: May 2025

Our goal at The Burm Group Limited (“we” or “us”) is to ensure you are satisfied with your purchase while also being clear about our refund and return terms. This policy explains which items are eligible for returns or refunds, how to initiate a return, any exclusions, refund methods and timelines, and how affiliate-linked purchases are handled. It is written in plain English to be easy to understand and is designed to comply with UK and international consumer laws. Nothing in this policy affects your statutory rights.

Eligibility for Returns (Damaged, Faulty or Incorrect Items)

We only accept returns or exchanges for products that arrive damaged, are faulty/defective, or if you received the wrong item. In these cases, we will offer a replacement or a refund as described below. This policy aligns with your legal rights as a consumer – you are entitled to a remedy (refund, repair or replacement) if goods are faulty, not as described, or not fit for purpose.

To be eligible for a return or refund due to damage, fault or error, please ensure the following:

Timing: You must inform us of the problem as soon as reasonably possible. For most issues, we require notification within 14 days of delivery (and no later than the minimum timeframe your local law requires). UK customers, for example, should ideally report a faulty or incorrect product within 30 days of receiving it to exercise their short-term right to reject the goods for a full refund.
Condition: If a return is needed, the item should be in the same condition as you received it (aside from the reported defect or damage), and include all parts. Please do not continue to use a product once you discover a fault, as this may affect your eligibility for a return.
Proof: We will ask for your order number or proof of purchase. We may also request evidence of the issue (such as a clear photo of the damage or defect) to process the return or refund. This helps us evaluate the problem and is often required by our suppliers for drop-shipped items (see below).

If your item qualifies, we will take care of it promptly. You can choose a replacement (exchange) for the same item if available, or a full refund to your original payment method. In some cases, we may offer store credit as an alternative, if you prefer. We will also cover any return shipping costs or arrange a prepaid return label for defective/incorrect items, as required under consumer protection laws (you should not have to pay postage for returning something that was our fault).

No “Change of Mind” Returns (Exchanges & Cancellations)

We do not accept returns, exchanges, or order cancellations if you change your mind about a product or decide you no longer want it. This includes situations like ordering the wrong size, color, or product, or simply finding it unsuitable after purchase. Please choose carefully, as once an order is placed it is considered final. Our business model (especially for print-on-demand products) means items are made to order specifically for you, so we cannot restock or resell returned items in these cases.

Legal Note: In general, retailers are not obligated to refund a customer for simply changing their mind or ordering the wrong item. However, if you purchased as a consumer online (distance selling), you may have a legal right to cancel your order within a certain period, even if the product is not faulty. For most online purchases delivered to UK or EU customers, the law provides a 14-day cooling-off period during which you can cancel your order for any reason or no reason.

If your purchase is eligible for this cooling-off cancellation right, you must inform us within 14 days of receiving your order that you wish to cancel. You then have an additional 14 days to return the goods to us. We will provide a refund within 14 days of receiving the returned goods (or of you providing proof of return). Please note we can only refund standard outbound shipping costs; any upgrade shipping you paid for is non-refundable by law in such cases. You will be responsible for the cost of return shipping for a change-of-mind cancellation, unless otherwise required by law.
Exceptions: Certain products are exempt from the 14-day cancellation right. Notably, personalised or custom-made items are usually excluded. Many of our products are printed on demand or made-to-order with specific designs, which may be considered custom goods; therefore the automatic right to cancel within 14 days might not apply to those items. Additionally, any item that is sealed for hygiene reasons and unsealed after delivery, or perishable goods, would not be returnable just for change of mind. We will inform you before purchase if any item is non-cancellable due to such exceptions.

In summary, unless a cooling-off period law applies to your order, we cannot accept returns or exchanges for unwanted items. This policy is not meant to be harsh, but to be transparent and reflect the nature of our products and fulfillment process. We appreciate your understanding on this point. (This does not affect your statutory rights regarding faulty products, which are always returnable as described above.)

Returns for Products Shipped by The Burm (Our Direct Products)

For products that are made and shipped directly by The Burm Group (as opposed to a third-party fulfiller), we handle returns and refunds in-house under the conditions below:

How to Initiate: Contact us at [[email protected]] (example email) within the timeframe mentioned above (typically 14 days of delivery for a damaged/incorrect item, or as soon as you notice a fault). Provide your order number and describe the issue. Attaching photos of any damage or defect will help us resolve things faster.
Return Authorization: If the item is eligible, we will provide you with a Return Merchandise Authorization (RMA) or specific instructions on how to send the product back to us. Do not send the item back without contacting us first, as we need to confirm the return address and procedure. In many cases of defective merchandise, we may not require a physical return – a photo may suffice – but this will be determined on a case-by-case basis. If a return is needed, we will either provide a prepaid return shipping label or reimburse your return shipping cost, so you are not out-of-pocket for returning a faulty or wrong item.
Processing the Return: Once we receive the returned product (if we asked you to return it) or once we have verified the issue, we will process your refund or replacement. If you requested a replacement and it’s in stock, we will ship it out to you at no additional cost. If a refund is preferred or required, we will issue the refund to your original payment method. We aim to process all refunds within 14 days of receiving the returned item or of confirming that a refund will be given. (Often it is sooner.) You will receive an email notification when your refund is processed. Please note that your bank or credit card provider may take a further few days to credit the funds to your account.
Refund Amounts: If the item was found to be faulty or incorrect, you are entitled to a full refund of the price you paid for it, including any standard delivery charges you paid at checkout. If you purchased multiple items and only part of the order was problematic, we will refund the applicable portion. Shipping fees may not be refunded if other items in the order were delivered correctly. We do not charge restocking fees for returns.
Repair or Replacement: Where possible, we might offer to repair a minor issue or send replacement parts (for example, if a part of a multi-component item is defective). This option will always be discussed with you – you have the right to a full refund for a faulty item within the relevant timeframe (30 days from delivery under UK law for a full refund on faulty goods). After that period, we may still offer a free repair or replacement at our discretion as per your consumer rights (which extend up to 6 months or more for inherent faults).

Items Fulfilled by Third-Party Suppliers (Drop-Shipped Products)

Some products sold on our site are fulfilled by third-party partners, such as print-on-demand manufacturers Gelato and Printify. This means those items are produced and shipped directly from the supplier’s facilities to you, and not from The Burm’s own inventory. We will indicate on the product page if an item is produced by a third-party partner.

For any issues with these drop-shipped items, the return/refund process is a bit different and is governed by the supplier’s policies:

No Change-of-Mind Returns (Third-Party): Third-party fulfilled products are typically made to order, and the suppliers do not support returns or exchanges if you ordered the wrong size, color, or simply decided you don’t want it. This mirrors our own policy. Please double-check product details (such as size charts or previews) before ordering, as we cannot override the supplier’s no-return policy for buyer’s remorse.
Damaged or Defective Items (Third-Party): If your drop-shipped product arrives damaged, misprinted, or with a defect, you are eligible for a resolution (reprint or refund) according to the supplier’s terms. Printify, for example, offers a free replacement or refund in cases of damaged or manufacturing errors, as long as you report the issue within 30 days of delivery. Gelato has a similar policy requiring problems to be reported within 30 days of receipt for a replacement to be issued. In these situations, you generally do not need to return the item to the manufacturer; providing a photo of the damage or error is usually sufficient.
How to Report an Issue (Third-Party Items): To initiate a claim for a drop-shipped item, you can either contact the supplier directly or reach out to us for assistance. We recommend the following:
- Contacting the Supplier: The fastest route is often to contact the print provider directly through their customer service portal. For Printify orders, you can use their “Submit issue” form on their website to report the problem (you will need your order details and photos of the issue). For Gelato orders, they have a reporting system on their dashboard to handle problems and will typically send a replacement once the issue is verified.
- Contacting Us: If you prefer, you may email us at [[email protected]] with the details of the problem. We will then liaise with the supplier on your behalf to resolve the issue. We will either guide you through the supplier’s process or handle the communication and keep you updated. Our goal is to make sure you receive a product in good condition as you ordered.
Resolution and Refunds (Third-Party): Once you (or we) report the issue to the supplier, they will review the case. Valid claims (e.g., a clear printing mistake, wrong item sent, or physical damage in transit) will typically result in the supplier sending a new item at no cost to you, or issuing a refund. If the supplier issues a refund to us for your order, we will pass that refund on to you as soon as we receive it. Refunds for third-party items will be processed back to your original payment method whenever possible. Because the production partner is fulfilling the refund or replacement, please allow a little time for them to process it – we will keep you informed. Generally, these issues are resolved quickly once evidence is provided.
Important: The Burm Group cannot accept direct returns for drop-shipped items at our address, because we do not hold inventory for those products. Do not send a print-on-demand item back to The Burm Group– it will not be processed. Instead, any defective item will be replaced or refunded by the production partner. We will ensure you are not left out of pocket for products that arrived in poor condition, but we appreciate your understanding that the procedure must follow the supplier’s guidelines.

In summary, for third-party fulfilled products, please follow the supplier’s returns/refund policy. We will assist you as needed, but any refund or replacement comes from the supplier in accordance with their policy. This allows for a quicker solution in many cases, as the item can be reprinted and sent from the location nearest you. (Our partners have facilities worldwide, which helps with faster reprints and reduced shipping times.)

Affiliate Link Purchases (Third-Party Sellers)

Our website may contain affiliate links to products or services offered by other companies. This means we sometimes recommend or link to products sold on other websites (such as Amazon or others), and if you click those links and make a purchase, we might earn a small commission. Important: If you make a purchase from a third-party website via one of our affiliate links, that transaction is not a purchase from The Burm Group. We do not collect your order or payment for it, and we do not fulfill or ship the product. The order is between you and the third-party retailer.

As a result, any returns, exchanges, or refunds for affiliate-linked purchases must be handled with the company you bought from. We cannot accept returns or provide refunds for products that we did not sell or ship ourselves. For example, if you follow a link on our blog to “AwesomeProductX” on Amazon and purchase it there, you must refer to Amazon’s return policy and contact Amazon’s customer service to return or refund that item – we have no ability to process that return for you. The same goes for any other external retailer: you’ll need to follow their returns process.

We strive to clearly mark affiliate links and ensure you know when you are being directed to an external site. When in doubt, if you didn’t checkout on our theburm.com store domain for a product, then it wasn’t purchased from us. We are not responsible for the fulfillment, quality, or returns of any product purchased from a third-party site. If you encounter any issues with a product bought via an affiliate link, please contact the retailer’s support team directly. (That said, we welcome feedback if an affiliate product experience goes poorly, as it helps us reconsider what we recommend – but we cannot intervene in the retailer’s return process.)

Refund Methods and Timeframes

For any refund approved under this policy (whether for a direct-purchase item or via a supplier resolution), the following terms apply:

Method of Refund: We will refund you to the original payment method you used at checkout whenever possible. If that is not possible (for example, a prepaid card you used has expired, or the platform does not support refunding to it), we will work with you to find an alternative, such as store credit or a bank transfer.
Processing Time: We aim to process refunds quickly. Once a return is received by us, or once a refund is approved without needing a return, we typically process it within 5–14 business days. (For refunds under the 14-day cancellation right, the law requires us to process within 14 days of receiving the goods back, and we adhere to that.) You will get a confirmation email when we have issued the refund on our end. After that, the speed of the funds returning to you depends on your bank or credit card. This can take a further 2–7 business days in most cases. If you paid via PayPal or other methods, the refund should appear in that account balance.
Currency and International Payments: If you paid in a currency different from GBP, the refund will be processed in that original currency where possible. Due to exchange rate fluctuations, the exact amount you receive in your currency might differ slightly from what you paid, if the exchange rate changed between purchase and refund. We have no control over currency conversion differences or fees your bank may charge. We refund the exact amount in the currency we received (or the GBP equivalent if converted at the time of sale).
Shipping Costs: If your entire order is being returned for a refund, we will also refund the standard shipping cost you originally paid (if any). If only part of your order is returned/refunded, normally we do not refund the original shipping fee, as you did receive some items. For change-of-mind cancellations under the 14-day rule (where applicable), we will refund the original delivery charge up to the cost of the least expensive delivery method we offer. Extra fees for expedited shipping or special delivery are not refunded when you simply cancel an order. Return shipping costs for change-of-mind returns are your responsibility, whereas for faulty/incorrect items, we cover return shipping as noted.
Partial Refunds and Adjustments: In certain situations, only partial refunds are granted: for example, if an item is returned damaged (beyond the original issue) or missing parts not due to our error, or if the item shows signs of use that diminish its value, we may deduct an amount from your refund to reflect the diminished value, as allowed by law for consumer returns that were not handled with reasonable care. We will always explain the reason for any deduction. If you refuse a delivery or do not collect it from the post office and it is returned to us, we will treat that as a return; you may be responsible for the return shipping cost in that scenario.

How to Contact Us for Returns/Issues

If you need to contact us about a return, refund, or any issue with your order, you can reach us by:

Email: [email protected] – This is the preferred method. Please include your order number and a description of the issue. Pictures are very helpful for any product damage/defect.
Contact Form: Visit our “Contact Us” page on our website and submit the details of your order and issue.

Our customer service team will respond as quickly as possible (usually within 1-2 business days) and will guide you through the process. Please do not send products back to our mailing address without authorization, as this can cause delays in processing your return.

Your Statutory Rights

This policy is intended to be in full compliance with UK consumer law and relevant international consumer protection laws. Your statutory rights are not affected by anything in this policy. That means if the law in your country provides you with certain rights or remedies, those still apply. For example, UK consumers still have rights under the Consumer Rights Act 2015 regarding faulty goods (such as the right to a repair, replacement or refund within certain time frames) and rights under the Consumer Contracts Regulations 2013 for distance purchases (the 14-day cancellation period). We respect all such rights. Similarly, if local law in your region requires a longer return period or specific warranty on products, we will follow that law. In any case where our policy offers less than what the law mandates, we will default to the minimum required by law (and in many cases our policy may exceed the legal minimum, which you can enjoy as an extra benefit).

If you have questions about your rights or something in this policy, please contact us. We want our customers to feel confident shopping with us, knowing that we will treat you fairly and lawfully. We are committed to resolving any issues in accordance with this policy and applicable laws.

Thank you for shopping with The Burm Group. We hope you love our products, but if something goes wrong, rest assured we will do our best to make it right. This Refund and Returns Policy is here to inform you of how we handle such situations. By making a purchase on our site, you agree to the terms of this policy. This policy may be updated from time to time (the “Last updated” date will change), so feel free to review it whenever you make a purchase.