Refund policy

At House of Aquila, every product is made to order especially for you. As a print-on-demand brand, we aim to provide premium-quality products while remaining fair and transparent with our returns process.

Returns

Due to the made-to-order nature of our products, we generally do not accept returns for change of mind, incorrect sizing, or ordering errors. Please carefully review sizing guides and product information before placing an order. However, customer satisfaction is important to us, and we may review requests on a case-by-case basis at our discretion if submitted within 14 days of delivery.

If a return request is approved, the item must be:

Unworn, unused, and in its original condition
Returned in the original packaging where possible
Accompanied by proof of purchase or order number

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, defective, misprinted, or incorrect, please contact us immediately at support@houseofaquila.co.uk so we can make things right.

For framed products, posters, and photographic prints, visible transit damage should be reported within 48 hours of delivery.

To process a damage claim, please provide:

Clear photographs of the damaged item
Photographs of the packaging and any visible shipping damage
Your order number or proof of purchase

Once reviewed, where an item is confirmed as damaged, defective, or incorrect, we will, at our discretion, provide a replacement or refund.

Claims submitted outside the reporting period may not be eligible for replacement or refund.

Print-on-Demand Products

As a print-on-demand store, every item is made specifically to order. Because of this, we cannot restock returned items and therefore cannot accept returns for:

Buyer’s remorse or change of mind
Incorrect sizing selected by the customer
Accidental orders
Minor variations in colour, placement, or print appearance that can naturally occur during the production process

Please note that colours may appear slightly different in person due to screen settings, lighting, and the print production process.

Return Instructions

Please do not send items back without contacting us first, as unauthorised returns cannot be accepted.

If a return is approved, we will provide instructions on where the item should be sent. Depending on the reason for return, items may be returned to our designated returns address.

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.

Shipping Address and Delivery Responsibility

Customers are responsible for ensuring shipping information is entered correctly at checkout. We cannot issue refunds for orders shipped to incorrectly provided addresses.

If an order is returned due to an incorrect address, failed delivery attempts, or an unclaimed shipment, additional shipping fees may apply for redelivery.

European Union & UK Consumer Rights

Where applicable under consumer law, your statutory rights remain unaffected.

Due to the made-to-order nature of our products, personalised and custom-made items may be exempt from cancellation rights under applicable consumer protection regulations.