Refund policy

ECOM BRO apparel: returns, refunds and order changes

These terms apply to physical ECOM BRO and ECOM GAL apparel. They do not replace any separate terms for digital products. Contact brett@thecreativestrategyagency.com with your order number and the item concerned.

Wrong, damaged or faulty items

If an item arrives damaged, defective, misprinted or different from what you ordered, contact us promptly with clear photos. Please report the issue within 30 days of delivery so we can investigate with our production partner. For a verified problem, we will arrange a replacement or refund at no additional cost to you. Do not send anything back unless we give you instructions. This reporting request does not limit your statutory rights.

Fit and change of mind

Please check the product measurements before ordering and contact us if you need size advice. We do not currently offer voluntary change-of-mind returns or free size exchanges beyond the rights required by applicable law. Making an item after an order is placed does not, by itself, remove your statutory cancellation or return rights.

Where statutory cancellation rights apply

For standard apparel orders covered by UK or EU distance-selling withdrawal rights, you may tell us you wish to cancel within 14 days after delivery, without giving a reason, and return the goods within a further 14 days. You pay the direct return postage for a change of mind; we cover the remedy for verified faulty or incorrect goods. We will provide the return destination. Refunds include the item amount paid and the eligible standard outbound delivery charge; any extra charge for a premium delivery service is not included. We may wait for the goods or proof of dispatch before completing the refund, as permitted by applicable law. Handle items only as needed to inspect them; any lawful deduction for diminished value will be explained. More protective local rights remain unaffected.

Changes and cancellation before production

Contact us as soon as possible to request a change or cancellation. We will check the production status and confirm what is possible. A request is not confirmed until we reply. Once production has started, changes or cancellation before dispatch may no longer be possible; this does not limit applicable rights after delivery.

Refund method

Approved refunds are returned to the original payment method. We will confirm the amount and processing when arranged; your payment provider may take additional time to show the credit.

These terms do not limit any cancellation, return, refund or other rights required by applicable law.