Refund policy

TERMS & CONDITIONS – DYED IN THE WOOL

Last updated: 24.02.2026

1. General Information

This website, dyedinthewool.eu, is operated by Dyed In The Wool (“we”, “us”, “our”). By placing an order through this website, you agree to be bound by these Terms & Conditions.

These Terms apply together with our Warranty Policy, Shipping Policy, Legal Disclaimer, and Privacy Policy.

2. Product Categories

Dyed In The Wool offers the following product categories:

A. Made-to-Order Collections

This includes, without limitation:

  • Custom Collection

  • Cargo Collection

  • Ultra Collection

Products from these collections are manufactured only after an order is placed and are produced specifically for the individual customer.

In accordance with Article 16(c) of Directive 2011/83/EU, the statutory 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.

Orders from these collections:

  • Are final and binding once placed

  • Cannot be cancelled

  • Are non-refundable

  • Are excluded from the right of withdrawal

B. Ready to Ship Collection

Products from the Ready to Ship Collection are pre-manufactured items available for dispatch.

Orders are typically shipped within 7 working days. This timeframe is an estimate only and is not guaranteed.

3. Right of Withdrawal – Ready to Ship Collection (EU Only)

The statutory 14-day right of withdrawal applies only to Ready to Ship products and only to customers located within the European Union (EU).

EU customers may withdraw from the purchase within 14 calendar days from the date of delivery, without giving any reason.

To exercise this right, the customer must notify us in writing within the 14-day period.

4. Conditions for Returns (Ready to Ship – EU Only)

Returned items must:

  • Be sent back within 14 days of withdrawal notification

  • Be unused and in original condition

  • Not show signs of wear, damage, misuse, or alteration

  • Include all original components and packaging where possible

Customers are allowed to handle and inspect the product only to the extent necessary to establish its nature, characteristics, and functioning (as would be permitted in a physical store).

If the product shows signs of use beyond what is necessary for inspection, the customer is liable for any diminished value of the product. In such cases, we reserve the right to:

  • Deduct an appropriate amount from the refund, or

  • Refuse the return if the product is no longer resalable due to significant use or damage

If a return is refused due to excessive use or damage, the product will be shipped back to the customer at the customer’s expense.

5. Return Shipping Responsibility

Return shipping costs are always the responsibility of the customer.

Dyed In The Wool does not cover return shipping costs.

The customer bears full responsibility for the safe return shipment. Items must be sent with tracking. We accept no responsibility for items lost or damaged during return transit.

Returns from customers located outside the European Union are not accepted.

6. Refunds – Ready to Ship Collection

Once a valid return is received and inspected, a refund will be issued for the product purchase price only.

Original shipping costs are non-refundable.

Refunds will not be issued for:

  • Items returned after the 14-day withdrawal period

  • Items returned without prior notice

  • Used, damaged, or altered items

  • Non-EU orders

Refunds will be processed within a reasonable period after inspection of the returned goods.

7. No Cancellations – Made-to-Order Products

Once an order for a Made-to-Order product has been placed and payment completed, it cannot be cancelled.

Production begins specifically for that customer, and such orders are final.

8. No Refund Policy – Made-to-Order Products

Made-to-Order products are strictly non-refundable.

If a product is confirmed to be defective under our Warranty Policy, Dyed In The Wool will, at its sole discretion:

  • Repair the product, or

  • Amend the product, or

  • Replace the product with the same or equivalent item

Monetary refunds are not offered for Made-to-Order products.

9. Defects & Claims Procedure

Any claim regarding defective goods must be submitted in accordance with our Warranty Policy and include photographic evidence and proof of purchase.

We reserve the right to assess whether a product qualifies as defective.

10. Production & Delivery Times

All production and delivery timeframes are estimates only and are not guaranteed.

Delays caused by carriers, customs, material availability, or other circumstances beyond our control do not constitute grounds for cancellation, refund, or chargeback.

11. Materials & Natural Variations

Our products are handmade. Variations in texture, color, grain, stitching, or finish are natural characteristics and do not constitute defects.

12. Payment Disputes & Chargebacks

Customers must contact Dyed In The Wool before initiating any payment dispute.

Chargebacks initiated contrary to these Terms may be contested by providing evidence of:

  • Acceptance of these Terms

  • Custom production

  • Shipping confirmation

This clause does not affect statutory consumer rights.

13. Limitation of Liability

To the fullest extent permitted by law, Dyed In The Wool shall not be liable for indirect, incidental, or consequential damages arising from the use of our products or website.

Nothing in these Terms limits mandatory consumer rights under applicable law.

14. Governing Law

These Terms & Conditions are governed by the laws of Poland and applicable European Union legislation.

15. Acceptance of Terms

By placing an order, you confirm that you:

  • Have read and understood these Terms & Conditions

  • Accept the distinction between Made-to-Order and Ready to Ship products

  • Agree to the applicable return and refund rules

  • Accept our Warranty, Shipping Policy, and Legal Disclaimer

Dyed In The Wool reserves the right to update these Terms at any time.