Refund policy

RETURNS AND REFUNDS POLICY

Last updated: 22 July 2026

We hope you love your Momentum Tribe Shop order. As every product is produced especially for you after you place your order, please check the product description, colour options and sizing information carefully before purchasing.

This policy explains what to do if there is a problem with your order, you receive an incorrect product or you change your mind.

MADE-TO-ORDER PRODUCTS

Momentum Tribe Shop products are created after an order is placed through a specialist print-on-demand production and fulfilment partner.

Producing products to order helps us avoid holding unnecessary stock and reduces waste. However, being made to order does not affect any statutory rights that apply to eligible, non-personalised products.

ORDER SUPPORT

After your order has been delivered, you will receive an unbranded email from customer@trackorder.site on behalf of Momentum Tribe Shop.

Please do not email this address directly. Instead, use the support link contained within the email.

The email allows you to:

• Confirm that your order has arrived
• Leave feedback about your purchase
• Report a damaged, faulty, misprinted or incorrect product
• Request an eligible reprint or refund

Please use the link in this email to report any problem with the product. This allows our specialist fulfilment support team to review the issue and arrange the appropriate resolution as quickly as possible.

If you cannot find the email, please check your junk or spam folder.

You can also contact us at themomentumtribe@gmail.com if you cannot access the support link or need further assistance.

FAULTY, DAMAGED, MISPRINTED OR INCORRECT PRODUCTS

Please inspect your order as soon as it arrives.

If your product is faulty, damaged, misprinted or different from the product you ordered, please report the problem within 30 days of delivery using the support link sent to you after delivery.

You may be asked to provide:

• Your order details
• A description of the problem
• Clear photographs showing the full product and the issue
• Photographs of the packaging or shipping label, where relevant

Where an issue is confirmed as eligible, an appropriate reprint or refund will be arranged.

You will not normally need to return a faulty, damaged or misprinted product unless you are specifically asked to do so.

If you cannot use the reporting link, please contact us at themomentumtribe@gmail.com.

Nothing in this policy affects your statutory rights when a product is faulty, not as described or not fit for purpose.

CHANGING YOUR MIND

UK customers purchasing an eligible, non-personalised product online have the right to cancel their order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order. Once you have notified us, you then have a further 14 days to return the product.

To request a return, email themomentumtribe@gmail.com before sending anything back.

Please include:

• Your full name
• Your order number
• The product you wish to return
• Confirmation that you wish to cancel and return the product

We will provide the appropriate return instructions and return address.

Please do not return products to an address shown on the original packaging or contact our production partner directly unless we have specifically instructed you to do so.

SIZING, COLOUR CHOICES AND ORDERING ERRORS

As every product is created after your order is placed, please check the relevant sizing guide, product description and selected colour carefully before completing your purchase.

The post-delivery support service is primarily intended for faulty, damaged, misprinted or incorrect products. It does not ordinarily cover situations where the customer has ordered the wrong size or colour or no longer wants the product.

However, eligible UK customers may still exercise their statutory cancellation rights for standard, non-personalised products by following the process set out in the ‘Changing your mind’ section of this policy.

We do not currently offer direct size or colour exchanges. Where a return is eligible, you may return the original product for a refund and place a new order for the preferred size or colour.

RETURN CONDITIONS

Products returned because you have changed your mind must be:

• Unworn and unused, other than being tried on as you would in a shop
• Unwashed
• In their original condition
• Free from marks, stains, make-up, odours, pet hair or other damage
• Returned with their original packaging where reasonably possible

You may inspect a product to establish its nature, characteristics and fit. However, we may make an appropriate deduction from your refund if the product has been handled beyond what is reasonably necessary and its value has been reduced as a result.

RETURN POSTAGE

Unless the product is faulty, damaged, misprinted, incorrect or not as described, you are responsible for the cost of returning it.

We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

We cannot accept responsibility for returned products that are lost or damaged while being sent back to us.

Where a product is faulty, damaged, incorrect or not as described, we will provide instructions regarding the appropriate resolution and any return arrangements.

REFUNDS

Where you exercise your right to cancel an eligible order, we will refund the amount paid for the returned product.

Where required by law, we will also refund the cost of the least expensive standard delivery option offered when you placed your order.

If you selected an enhanced or more expensive delivery service, the additional delivery cost will not normally be refunded.

Refunds will be made to the original payment method. We may withhold the refund until we have received the returned product or you have provided evidence that it has been sent back, whichever happens first.

Once approved and processed, your bank, card provider or payment service may take additional time to show the refund in your account.

PERSONALISED PRODUCTS

Products that have been personalised or custom-made specifically to your individual instructions cannot normally be cancelled or returned because you have changed your mind.

This does not affect your rights where a personalised product is faulty, damaged, misprinted, not as described or not fit for purpose.

CANCELLING OR CHANGING AN ORDER BEFORE DISPATCH

Orders may enter production shortly after they are placed.

Please email themomentumtribe@gmail.com immediately if you need to cancel your order or change details such as the product, size, colour or delivery address.

We will try to help, but we cannot guarantee that an order can be changed or stopped once it has entered production.

This does not affect any cancellation rights that may apply after you receive an eligible product.

NON-RETURNABLE PRODUCTS

Unless a return is required by law, we cannot accept returns of:

• Personalised or individually customised products
• Gift cards
• Products that have been worn, washed, altered or damaged after delivery
• Products showing marks, odours, stains or other signs of use beyond reasonable inspection
• Products returned outside the applicable return period

HOW TO CONTACT US

For returns, refunds or order support, contact:

Momentum Tribe Shop
Email: themomentumtribe@gmail.com

Please include your order number whenever you contact us so that we can assist you as quickly as possible.