Legal

Refund & Returns Policy

Last updated: August 2026

1. Overview

This Refund & Returns Policy ("Policy") applies to all purchases made through the SIDEWAY online store. SIDEWAY is operated from within the European Union and ships to customers across the European Economic Area (EEA) and selected international destinations.

By placing an order with SIDEWAY, you acknowledge and accept the terms set out below. This Policy is to be read together with our Terms of Service and Privacy Policy.

2. Nature of Our Products

All SIDEWAY garments and accessories are produced on demand ("print-on-demand"). Each item is manufactured, printed, finished, packed and shipped specifically for the order placed by the customer. For this reason, every product is considered personalised / made-to-order within the meaning of Article 16(m) of Directive 2011/83/EU on consumer rights, as transposed into the national laws of the European Union Member States.

Small variations in colour, finish, print placement, or texture are inherent to the production process and do not constitute defects.

3. No Right of Withdrawal for Personalised Items

Because each product is personalised and produced on demand, the right of withdrawal ("cooling-off period") provided by EU consumer law does not apply to purchases made through SIDEWAY.

Accordingly, we do not accept returns, exchanges or refunds for reasons such as:

  • Change of mind or regret after ordering.
  • Incorrect size selection — please refer to the size guide on each product page before ordering.
  • Personal preference regarding fit, colour, weight or feel of the fabric.
  • Duplicate orders placed in error.
  • Failure to redeem a discount code or promotional offer.

This exemption is expressly provided for by EU consumer law for goods made to the consumer's specifications or clearly personalised.

4. Eligible Claims

The only situations in which a return, replacement or refund will be considered are:

  • The product arrives with a manufacturing defect (for example: stitching failure, faulty seams, broken fastenings).
  • The product arrives damaged during transport.
  • The product received is different from the product ordered (wrong item, wrong size, wrong colour, wrong design).
  • There is a printing or production error attributable to SIDEWAY or to its print-on-demand production partner.

In any of the cases above, SIDEWAY will, at its discretion and after verification, offer a free replacement of the same item or a full refund of the purchase price, including original shipping costs.

5. How to Make a Claim

To open a claim, please contact us within 7 calendar days of receiving your order at:

sideway.wear@gmail.com

Your message must include:

  • Your order number.
  • The email address used at checkout.
  • A clear description of the issue.
  • Clear photographs showing the defect, damage or error. For shipping damage, photographs of the outer packaging are also helpful.

Claims submitted after the 7-day window, or without the requested supporting photographs, may not be accepted. We may, at our discretion, extend this window where justified.

6. Resolution

Once we receive your claim, we will:

  1. Acknowledge receipt of your message within 2 business days.
  2. Review the photographs and any additional information provided.
  3. Offer a resolution: either a free replacement (same item, shipped at no extra cost) or a full refund to the original payment method.

Replacements are subject to availability. If the same item is no longer available, you will be offered a full refund.

Refunds are processed within 14 days from the date we confirm your claim, using the same payment method used for the original order, in accordance with EU consumer law.

For replacements, we will provide return instructions (when required) at no cost to you. You will not be asked to pay return shipping for an eligible claim.

7. Timing & Communication

Because each item is produced on demand, we are unable to stop or modify a production run once it has started. If you need to amend or cancel an order, please contact us as soon as possible after placing it. We will do our best to accommodate your request, but we cannot guarantee it once production has begun.

All communications regarding claims will be sent to the email address associated with your order.

8. EU Consumer Rights

This Policy does not affect any mandatory rights that you, as a consumer located in the European Union, may have under the laws of your country of residence, including — where applicable — the right to a remedy in case of lack of conformity of goods under Directive (EU) 2019/771 (Sale of Goods Directive) and its national transpositions. The provisions of this Policy are intended to operate in addition to, and not in substitution of, those mandatory rights.

In particular, nothing in this Policy is intended to override the legal guarantee of conformity that consumers enjoy under EU law. If your product is defective or does not match its description within the legal guarantee period, you are entitled to remedies such as repair, replacement, or — where appropriate — a price reduction or termination of the contract.

9. Contact

Questions about this Policy or about an existing order? Email sideway.wear@gmail.com — we read everything.