Refund policy

Returns & Refunds 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

We accept return requests within 14 days of delivery.

To be eligible for a return, your 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

As all items are produced to order, we do not accept returns or exchanges for change of mind, incorrect sizing choices, or ordering the wrong colour/design. Please carefully review sizing guides and product information before placing an order.

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, any transit damage must 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, we may offer a replacement, store credit, or refund, depending on the circumstances.

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

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.

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.