Returns & Exchanges
Fair, fast, and built for players — not paperwork.
We get it — ordering custom gear online can be tricky. That’s why our returns policy is written like we’d want it as players: clear, fast, and fair.
Standard Orders
- Within 30 days: Full refund (minus shipping) for unused items in original condition.
- After 30 days: Still welcome — a small 20% restock fee applies.
- Exchanges: Order the new size or colour, send the old one back, and we’ll refund once it lands.
- Refund timing: Processed within 48 hours of arrival; funds usually show in 5–7 business days.
Custom Orders
- Our error, our cost. Wrong logo, size, or item? We replace or fix it — no charge.
- Change of mind? Custom gear is made just for you, so it can’t be returned once approved.
- Fit concerns? If you followed our size guide and something’s off, we’ll make it right — that’s our Fit Guarantee.
International Returns
- Return shipping and any local duties/taxes are your responsibility.
- Original shipping can’t be refunded once your order has shipped.
- If customs or delivery networks delay things, we’ll keep you updated every step of the way.
Quick Guidelines
- Use tracked shipping — it protects you and us.
- Gift cards, digital downloads, and intimate gear are final sale.
- Always contact us before returning — we’ll send the correct address and next steps.
How to Start a Return
- Email orders@squashdesign.com with your order number and reason.
- We’ll reply within one business day with instructions.
- Ship it back — we’ll process your refund as soon as it arrives.
Returns FAQ
Do I pay for return shipping?
Yes — unless we made an error on your order. If we did, we’ll cover the cost. Otherwise, you’re responsible for return postage. We recommend using tracked shipping so both sides can follow it.
Can I exchange for a different size?
Absolutely. Order the new size first so you don’t have to wait. Then send the original back, and we’ll refund it as soon as it arrives in good condition.
How long does a refund take?
Once we receive your return, we process it within two business days. Your bank or card provider usually releases funds within 5–7 days after that.
What if my delivery is delayed?
Carriers can slow down due to weather, customs, or network issues. We monitor every shipment and will email you updated ETAs the moment carriers post them.
What if something’s missing or damaged?
- Missing or damaged items: Email us within 48 hours — photos help. We’ll replace or refund right away.
- Delivered but not found: Check with neighbours first, then file a report with the carrier. Send us the case number and we’ll step in to help.
- High-value orders: We require a signature at delivery for your protection.
Can I change my order after checkout?
If production hasn’t started, we can cancel so you can re-order. Once printing begins, changes aren’t possible. Redirect requests go through the carrier and may include extra fees.
What happens if my parcel can’t be delivered?
If your order returns to us as undeliverable or refused, we’ll issue a refund once it’s safely back. Original shipping and any return freight or customs fees aren’t refundable.
Are custom orders returnable?
Only if we made a mistake — like sending the wrong size, item, or logo. Otherwise, custom gear is made just for you and is final sale.
How do I start a return?
Email orders@squashdesign.com with your order number and reason. We’ll reply within one business day with next steps and the correct address.