Returns and Refunds

Effective date: 25 October 2026.

Contact info@whisky-clan.com with your order number and the issue. Whisky Clan, operated by Creatos Media Ltd, is responsible for your consumer rights. Printful is our fulfilment partner; its arrangements with us do not replace your rights against us.

Changing your mind

For eligible UK consumer distance purchases, you can notify us that you wish to cancel within 14 days after receiving the goods. You then have a further 14 days to send them back. Where one order arrives in separate deliveries, the applicable cancellation period normally starts when the last item is received. You can cancel before delivery too.

Standard designs ordered in a normal size or colour are not automatically excluded just because they are printed after you order. An exception may apply to goods genuinely made to your specifications or clearly personalised, such as goods bearing your own name or custom artwork. We will identify any applicable exception before purchase. Faulty-goods rights still apply to personalised goods.

Please take reasonable care of returned goods. You may examine them as you would in a shop; where permitted by law we may deduct for loss in value caused by handling beyond that. Original packaging is helpful but is not a blanket condition of your statutory rights.

Refunds following cancellation

For a valid cancellation of a whole order, we refund the relevant goods and the cost of our least expensive standard outward delivery option. Any extra amount paid for an upgraded service need not be refunded. We issue the refund within the statutory deadline, generally no later than 14 days after receiving returned goods or earlier evidence of dispatch. Where goods have not been supplied, or we have offered to collect them, the applicable deadline may run from your cancellation notice. Refunds use the original payment method unless another arrangement is agreed without extra fees. Your payment provider may take additional processing time after we issue the refund.

Faulty, damaged or incorrect goods

Please tell us promptly if an item is faulty, damaged, misprinted or incorrect. Photos can help us investigate, but we will consider other reasonable evidence. UK consumers normally have a 30-day short-term right to reject faulty goods, followed by other remedies that may include repair, replacement, price reduction or a final right to reject, depending on the circumstances. Rights can continue beyond 30 days; a supplier’s claim window does not cut them off.

We will arrange an appropriate remedy and cover reasonable return costs where legally required. Contact us for the correct return route rather than sending goods to an address on a parcel or to our registered office without instructions. This request does not add a condition to your statutory right to cancel.

Product return address

Contact info@whisky-clan.com before posting a return so we can confirm the correct destination for your order. For returns routed to Printful’s UK facility, use:

Whisky Clan Returns
Air 50, Well Ln
Wolverhampton WV11 1XR
United Kingdom

For product returns only. Do not send legal correspondence, general letters or documents to this facility. Orders fulfilled elsewhere may need a different return address. We will confirm the applicable route and any return postage responsibility. Printful’s supplier reimbursement rules do not reduce your statutory rights against Creatos Media Ltd, and contacting us is not an extra condition of your statutory right to cancel.

International and marketplace orders

Customers elsewhere may have additional mandatory rights. For marketplace orders, you can contact us through the platform and use its return or dispute process; platform rules do not remove mandatory legal rights. Refunds for cancelled or returned products will not be reduced by a Forest Fund allocation.

Optional cancellation message

You can email a clear statement; this form is optional:

To Creatos Media Ltd / Whisky Clan, info@whisky-clan.com:
I notify you that I cancel my contract for the following goods: …
Ordered on / received on: …
Order number: …
Name and address: …
Date: …
Signature (only if sent on paper): …