Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. Please do not wait 30 days as we also need reasonable time to engage with the manufacturers and suppliers. Ideally please contact us within 14 days of delivery if there is a problem.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

What Qualifies for a Refund/Exchange

As a small business we do not hold stock, rather all products are unique and produced only once ordered, a process known as Print on Demand (POD). It is better for the environment as it means costly storage and warehouse facilities are not needed (keeping the price down for you too!). This also means that returns and exchanges are not supported if you ordered the wrong size, colour, or simply changed your mind as at the moment of ordering, the product is made just for you. We have no facility to sell returned stock.

However, in case of a damaged product or a manufacturing error, we offer a free replacement of the same product (size, colour, style) or a refund if you contact us within 30 days of product delivery. In the case of a damage or manufacturing error there is no need to return the product.

Please note that we cannot be held responsible and will not offer replacements or refunds if you ordered the wrong size or colour.

In case of an unsuccessful delivery, you can opt for either a replacement with an extra charge or a partial refund. For printed Direct To Garment (DTG) products such as T-Shirts, there is a tolerance of 0.5″ for print placement, meaning that minor variations in the placement of the print will not be considered as defects.

Companies like Amazon are able to offer what appears to be “Free” returns because they hold vast amounts of stock which is bought in bulk, driving their prices down, and then highly marked up to you so they factor in a percentage of refunds (loss) into the price you pay up front. The “Free” refunds process is not Free, you pay for it in other ways.

What is Exempt from Refunds and Returns?

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items
eBooks

To complete your return, we require the following bits of information:

The order number.
PNG or JPG photo(s) showing the damage/fault/reason for refund.
Explanation of the reason for refund. These can all be emailed to us sales@thewaybackgroup.org ,

Please do not send your purchase back to us or the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery (at the discretion of The Way Back Store)

Refunds

Once your return (item/email as appropriate) is received and inspected, we will send you an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@thewaybackgroup.org

Sale / Coupon discounted items

Only regular priced items may be refunded. Sale or coupon discounted items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@thewaybackgroup.org and we will inform you of the physical address to send your item to.

Shipping returns

To return your product, you should contact us first and we will give you the correct address to mail your product to. In some cases you do not need to return the faulty item.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.