Refund policy

Returns Policy

Because every item is custom print-on-demand, made especially for you when you place your order, we're only able to accept returns for items that arrive defective, damaged, misprinted, or incorrect. We can't accept returns for change of mind, incorrect size selection, or "no longer wanted" items, as these products can't be resold or restocked.

Reporting an issue

Please inspect your order as soon as it arrives. If your item is defective, damaged, misprinted, or not what you ordered, contact us within 14 days of delivery at hello@tothenines.golf with:

  • Your order number

  • Photos (and video, if relevant) clearly showing the issue

  • A brief description of the problem

The sooner you flag it, the faster we can investigate the issue and get it resolved.

Please do not send items back to us before contacting us first. Returns sent without prior approval will not be accepted, as we don't have a return-processing address set up for unsolicited packages.

If your claim is approved, we'll confirm next steps by email — this may mean a replacement, a store credit, or a refund, depending on the issue and what's practical for the specific product.

Non-returnable items

The following aren't eligible for return or refund unless there's a manufacturing defect or fulfillment error on our end:

  • Items produced with the design/course selection you chose, but later decided against

  • Orders delayed or misdelivered due to an incorrect shipping address or contact details provided at checkout

  • Items damaged after delivery through wear, washing, or misuse

Exchanges

Since every item is produced to order rather than pulled from stock, we're not able to offer direct swaps. If you need a different size or design, the fastest route is to let us resolve any confirmed issue with your current order (see above), then place a new order for the item you want.

European Union 14-day right of withdrawal

Under EU consumer law, personalised or made-to-order goods — which includes items produced with a custom design or course selection — are generally excluded from the standard 14-day cooling-off right. Your right to cancel for a full refund on these grounds may therefore not apply to items purchased from us. This doesn't affect your right to a remedy for items that arrive defective, damaged, or incorrect, as outlined above. 

Refunds

Once we've reviewed your claim and confirmed the outcome with our production partner, we'll let you know whether it's been approved. If approved for a refund, we'll process it to your original payment method within 10 business days of approval. Please allow extra time for your bank or card provider to post it to your account.

If more than 15 business days have passed since your refund was approved and you still haven't seen it, contact us at hello@tothenines.golf.