Last updated 9 September 2026 · version 2026-09-09
| Version | 2026-09-09 |
|---|---|
| Last updated | 9 September 2026 |
| Effective | [[EFFECTIVE DATE]] |
IF SOMETHING IS WRONG WITH YOUR ORDER, WE FIX IT. Damaged, faulty, badly printed, wrong item, wrong size sent, never arrived - tell us within 14 days of delivery through ORDERS > NEED HELP, attach photographs, and we will replace it or refund it.
WE GENERALLY CANNOT TAKE BACK AN ITEM BECAUSE YOU CHANGED YOUR MIND. Every item is printed to order with one person's design on it. There is no shelf to put it back on.
YOUR LEGAL RIGHTS ARE UNAFFECTED by anything in this document.
DIGITAL PURCHASES - credits, subscriptions, remix unlocks - are refunded by Apple or Google, not by us.
2.1 Persona holds no stock. Your item does not exist until you order it. When you pay, a blank is pulled at a print facility and one person's design is printed onto it for you.
2.2 A returned item cannot be restocked, resold or given to anyone else. It is a t-shirt with somebody's artwork on it in your size. If it comes back, it is waste.
2.3 That is why this policy is generous about faults and strict about change of mind. It is not a way of avoiding responsibility - it is the honest economics of making one thing for one person.
3.1 NOTHING IN THIS POLICY LIMITS OR EXCLUDES YOUR RIGHTS UNDER CONSUMER LAW. Where this policy and your legal rights differ, YOUR LEGAL RIGHTS WIN.
3.2 IN THE EUROPEAN UNION, EEA AND UNITED KINGDOM. Goods we sell you must be as described, of satisfactory quality, and fit for the purpose they are normally used for. If they are not, you have a legal right to a repair or a replacement and, where that is not possible or not done in a reasonable time, to a price reduction or to end the contract and get your money back. This right lasts at least two years from delivery in the EU and the UK (six years in Scotland), and it is NOT limited by the 14-day reporting window in Section 7 - that window is our own service commitment, not your legal deadline. In the UK you also have a short-term right to reject faulty goods within 30 days of delivery.
3.3 IN AUSTRALIA. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
3.4 IN NEW ZEALAND. The Consumer Guarantees Act 1993 applies where you are acquiring goods as a consumer, and is not excluded by this policy.
3.5 IN THE UNITED STATES. This policy sits alongside, and does not replace, any right you have under state consumer protection law, the Magnuson-Moss Warranty Act, or your card issuer's rules.
3.6 ELSEWHERE. Whatever mandatory consumer protection applies where you live applies here too.
3.7 IF YOU ARE NOT A CONSUMER - if you are buying for a business - some statutory consumer protections do not apply to you, but Section 5 still does.
4.1 BECAUSE EVERY PERSONA ITEM IS MADE TO ORDER, we do not offer returns or refunds simply because you changed your mind, chose a design you no longer like, or ordered by mistake.
4.2 IN THE EU, THE EEA AND THE UK, the statutory 14-day right to withdraw from a distance contract does NOT apply to goods that are made to the consumer's specifications or are clearly personalised. Persona items are manufactured individually after you order, with the design you selected, in the size and colour you selected, and are not held in stock. We therefore treat them as falling within that exception:
EU - Directive 2011/83/EU, Article 16(1)(c) UK - Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b)
4.3 This does not affect your rights if something is WRONG with the item - see Sections 3 and 5. Those rights are entirely separate and are not limited by 4.1 or 4.2.
4.4 WE STILL LOOK AT EVERY CASE. If you have made a genuine mistake and you tell us quickly - especially before the item goes into production - get in touch. We will do what we reasonably can, and where the item has not been made yet we can usually cancel it (Section 8).
4.5 WE DO NOT OFFER EXCHANGES for a different size, colour or design. An exchange would mean making a second item and discarding the first. If the item is faulty or wrong, Section 5 applies and costs you nothing. If it is not, the practical route is to place a new order.
5.1 Tell us and we will put it right, at no cost to you, if:
5.2 In these cases you will be offered a REPLACEMENT or a FULL REFUND, including the shipping you paid. You do not pay for the replacement or its shipping.
5.3 YOU DO NOT NORMALLY NEED TO SEND THE ITEM BACK. See Section 12.
5.4 A defect that appears LATER - within the period your statutory rights cover - is also covered. Tell us, with photographs, and we will treat it under Section 3.
6.1 CHANGE OF MIND on a made-to-order item. See Section 4.
6.2 ORDERING THE WRONG SIZE where the item matches the size guide on the product page. THE SIZE GUIDE IS MEASUREMENTS, NOT A GENERIC S/M/L - please measure a garment you already own and compare it before ordering. Sizing varies enormously between brands and between blanks. A garment that matches its published measurements is not faulty.
6.3 A VIRTUAL TRY-ON IMAGE IS NOT A FIT PREVIEW. Try-on shows appearance, not fit, drape, size or measurement, and is generated by an AI model that approximates. It is not a basis for a return.
6.4 NORMAL VARIATION. Fabric colour varies between dye batches. Printed ink never matches a backlit screen exactly. Print position varies within a tolerance. Cotton garments shrink slightly on first wash. Heather and marl fabrics take ink differently from solid ones. None of these is a defect.
6.5 DAMAGE AFTER DELIVERY caused by wear, washing contrary to the care label, ironing directly on the print, tumble drying where the label says not to, bleach, alteration, or accidental damage.
6.6 ITEMS WORN, WASHED, ALTERED OR USED beyond what is needed to establish whether they are as described - unless the fault is one that only appears in use, which is covered.
6.7 A PARCEL CORRECTLY DELIVERED TO AN ADDRESS YOU ENTERED INCORRECTLY, or refused, unclaimed, or returned because import charges were not paid. See Sections 12 and 13 of the Shipping Policy.
6.8 A DELIVERY THAT WAS SLOWER THAN THE ESTIMATE but did arrive. Estimates are estimates. If your order is significantly late and has not arrived, Section 11 of the Shipping Policy gives you a right to cancel.
6.9 A DESIGN YOU NO LONGER LIKE, or a design that has been removed from Persona since you bought it. The item you received is the item you ordered.
6.10 IF YOU ARE UNSURE WHETHER SOMETHING IS COVERED, CONTACT US ANYWAY. We would rather look at it. This section describes what we generally cannot do, not a list of things we refuse to discuss.
7.1 In the app: ORDERS > find the order > NEED HELP.
7.2 TELL US WITHIN 14 DAYS OF DELIVERY. That window is our service commitment. It is deliberately shorter than the window our fulfilment partner gives us to raise a claim, which is what leaves us room to escalate on your behalf and get you a fast answer.
7.3 YOU CAN STILL CONTACT US AFTER 14 DAYS, AND WE WILL STILL LOOK. The window is not a cut-off for your legal rights (Section 3) and it is not a wall - it is the point after which we can no longer promise a fast outcome, because our own claim window with the facility may have closed.
7.4 CHOOSE THE REASON that fits: damaged, print defect, wrong item, never arrived, or other. Then describe what is wrong in your own words.
7.5 PHOTOGRAPHS ARE REQUIRED for damage, print-quality and wrong-item claims. Our fulfilment partner will not review those claims without them, so a report with photographs is resolved far faster - and a report without them cannot be progressed at all.
WHAT TO PHOTOGRAPH: - the whole item, laid flat, in good light - a close-up of the defect - for a wrong item: the item and its neck label or product label - for damage in transit: the outer packaging as it arrived, before you throw it away - for a print defect: the print, straight on, filling the frame
7.6 KEEP THE PACKAGING until the claim is resolved.
7.7 ONE REPORT PER ORDER is enough. Adding detail to the existing case is faster than opening a second one.
8.1 THERE IS A SHORT CANCELLATION WINDOW. Production begins quickly. Once your order has been sent to a facility and entered production, IT CANNOT BE CANCELLED, because the item is already being made.
8.2 While an order is still on hold and has not yet been sent for production - normally a window of a few hours up to about a day - WE CAN USUALLY CANCEL IT AND REFUND YOU IN FULL.
8.3 HOW: ORDERS > NEED HELP, immediately. Say that you want to cancel and why. Speed matters more than anything else here.
8.4 ORDERS CANNOT BE CANCELLED FROM INSIDE THE APP BY YOURSELF. That is deliberate: a self-service cancel button that silently fails once production has begun would be worse than not having one. Ask us and we will tell you straight away whether we can.
8.5 AFTER PRODUCTION HAS BEGUN, your options are the ones in Section 5 if something is wrong with the item when it arrives.
8.6 WE MAY CANCEL AN ORDER ourselves in the circumstances listed in Section 14.3 of the Terms - unavailability, a pricing error, a failed payment, an undeliverable address, a content or rights problem, or suspected fraud. If we do, we refund you in full.
9.1 Your report opens a support case. You will get a confirmation and you can see the case in the app.
9.2 WE REVIEW IT. Where the claim needs the facility's assessment - print defects, damage, wrong item - we escalate it to our fulfilment partner with your photographs and the order details. YOU NEVER HAVE TO DEAL WITH THEM. Your relationship is with Persona and only with Persona.
9.3 WE AIM TO GIVE YOU A FIRST RESPONSE WITHIN 2 BUSINESS DAYS and a decision within 7 business days. Where the facility's assessment is needed it can take longer, and we will tell you.
9.4 THE OUTCOME will be one of:
REPLACEMENT a new item made and shipped at our cost; REFUND full or partial, back to your original payment method; DECLINED with an explanation of why.
Where both a replacement and a refund are sensible options, we will normally offer you the choice.
9.5 IF YOU DISAGREE with the outcome, reply to the case and say why, with any further evidence. A person will look again. If you are still not satisfied, your statutory rights under Section 3 remain available, and Section 31 or 32 of the Terms explains how a dispute is resolved.
9.6 WHILE A CASE IS OPEN, the creator's earnings on that order are frozen and will not be released until it is resolved. That is what makes it possible for us to resolve it.
10.1 REFUNDS GO BACK TO THE ORIGINAL PAYMENT METHOD. We cannot refund to a different card, a different account, a bank transfer, or as store credit instead, unless the original method no longer exists - in which case tell us and we will find a way.
10.2 TIMING. We issue the refund as soon as the case is decided. It then depends on your bank:
Card typically 5-10 business days to appear on your
statement, sometimes longer for international cards
Digital wallet usually faster
Gift card portion immediate - see 10.5
WE DO NOT CONTROL THIS PART. Once we have issued a refund it is with your bank, and we can give you the refund reference to chase them with.
10.3 WHAT A FULL REFUND INCLUDES. The price of the item, the tax charged on it, and the shipping you paid, where the whole order is refunded for a fault or is cancelled before it ships.
10.4 PARTIAL REFUNDS. Where only one item in a multi-item order is refunded, we refund that item and its tax. Shipping is not normally refunded, because the rest of the order still shipped.
10.5 IF YOU PAID WITH A GIFT CARD. The gift-card portion goes back onto the gift card, not to a card or a bank account. Any amount paid on a card is refunded to that card. This is not a choice we can change - it is how the two instruments settle.
10.6 IF YOU USED A VOUCHER, DISCOUNT OR REFERRAL CREDIT. You are refunded what you actually paid. Where an order is cancelled entirely, a single-use code is normally restored to your account so you can use it again; where an order is partially refunded, the discount is apportioned.
10.7 IMPORT DUTIES AND CUSTOMS FEES YOU PAID DIRECTLY TO A CARRIER OR TO CUSTOMS ARE NOT REFUNDED BY US. We never received them. Some countries let you reclaim import VAT on returned or refunded goods - your customs authority can tell you how.
10.8 WE DO NOT CHARGE RESTOCKING FEES.
11.1 A replacement is a new item, made from the same order, in the same size, colour and design, shipped to the same address at our cost.
11.2 A replacement goes through production again, so allow the normal production and shipping time (Shipping Policy, Sections 2-4).
11.3 WE CANNOT REPLACE WITH A DIFFERENT SIZE, COLOUR OR DESIGN - that is a new order, not a replacement. If the original was faulty we will refund it so you can order what you actually want.
11.4 If the replacement also has a problem, tell us. We will refund rather than make a third attempt, unless you would rather we tried again.
11.5 A replacement does not restart the 14-day window on the original order, but a defect in the REPLACEMENT has its own 14 days from its own delivery.
12.1 For most claims WE DO NOT NEED THE ITEM BACK. Photographs are enough, and return postage on a single made-to-order garment usually costs more than the garment.
12.2 DO NOT SEND ANYTHING BACK UNLESS WE HAVE ASKED YOU TO AND GIVEN YOU A RETURN ADDRESS. An item posted back on your own initiative may not reach anyone who can connect it to your order, and we cannot refund postage you were not asked to spend.
12.3 IF WE DO ASK FOR AN ITEM BACK, we will tell you where to send it and we will cover the cost of return postage.
12.4 WHERE YOU EXERCISE A STATUTORY RIGHT that requires the goods to be returned, we will tell you how, and where the law puts the cost of return on us, we will pay it.
12.5 THE ITEM IS USUALLY YOURS TO KEEP. When we refund or replace for a fault and do not ask for the item back, keep it, donate it, or recycle it - it cannot be resold.
13.1 WE CANNOT REFUND THESE. Credits, subscriptions and paid remix unlocks are bought through the Apple App Store or Google Play. Apple and Google take the payment, and only Apple and Google can refund it.
13.2 HOW TO ASK FOR A REFUND:
Apple reportaproblem.apple.com, or Settings > [your name] >
Media & Purchases > View Account > Purchase History
Google play.google.com, or the Play Store app > Profile >
Payments and subscriptions > Budget and order history
13.3 CANCELLING A SUBSCRIPTION IS NOT THE SAME AS A REFUND. Cancelling stops future renewals; it does not refund the period you are in, and you keep the benefits until that period ends. Cancel at least 24 hours before a renewal date to avoid the next charge. Full detail is in Section 17 of the Terms.
13.4 IF A REFUND IS GRANTED by the Store, we may remove the corresponding credits or entitlement from your account, including where the balance has already been spent - which can leave your balance at zero.
13.5 CREDITS ALREADY SPENT ON A GENERATION ARE NOT REFUNDABLE, because the generation was performed and the cost was incurred. THE EXCEPTION IS A FAILED GENERATION: if a job fails or a provider returns nothing usable, the credits are returned to your balance automatically. If you think credits were taken without a result, contact support@[[DOMAIN]] with the time and the feature and we will check.
13.6 A PAID REMIX UNLOCK IS DELIVERED IMMEDIATELY AND PERMANENTLY. It is not refundable by us. Check the design before you buy.
13.7 CONSUMER LAW ON DIGITAL CONTENT. In the EU and the UK, where digital content is supplied immediately with your express consent, you acknowledge that you lose the statutory right to cancel. Your rights if the digital content is faulty or not as described are unaffected.
14.1 GIFT CARDS ARE NOT REFUNDABLE and cannot be exchanged for cash, except where the law of your state or country requires it.
14.2 Persona gift cards do not expire and carry no fees.
14.3 If an order paid for with a gift card is refunded, the gift-card portion goes back onto the gift card (Section 10.5).
14.4 If you believe a gift card was bought fraudulently or a code was stolen, contact support@[[DOMAIN]] immediately.
15.1 THE SIZE GUIDE IS THE AUTHORITY. Every product page carries a size guide in measurements. Different blanks from different manufacturers run differently. A "large" from one brand can be a "medium" from another.
15.2 HOW TO GET IT RIGHT: take a garment you already own that fits the way you want, lay it flat, measure chest width and length, and compare those numbers to the size guide. This is far more reliable than picking your usual letter.
15.3 COLOUR. Your screen emits light; ink absorbs it. A colour that is brilliant on an OLED phone will be more muted in print. Screens also vary in calibration, brightness and colour profile. We print to the file supplied and we do not colour-correct designs.
15.4 GARMENT COLOUR varies between dye lots. Two of the same shirt bought months apart may not match exactly.
15.5 PRINT PLACEMENT has a manufacturing tolerance - typically around half an inch. A print within tolerance is not a defect. A print that is conspicuously crooked, cut off, or in the wrong place is.
15.6 HEATHER, MARL AND TRI-BLEND FABRICS have visible fibre variation and take ink less uniformly than solid cotton. That is the fabric, not the print.
16.1 WHEN A BUYER OPENS A CASE on an order containing your design, YOUR EARNINGS ON THAT ORDER ARE FROZEN until the case is resolved. They are not lost - they are held.
16.2 IF THE ORDER IS REFUNDED, the earnings accrual on it is reversed. A refund never funds a balance, and no earnings are paid on a refunded order.
16.3 IF A REFUND HAPPENS AFTER YOUR EARNINGS HAVE ALREADY BEEN RELEASED, PERSONA ABSORBS IT. We do not take money back from you and we do not put your account into debt. That is a deliberate policy decision.
16.4 THE EXCEPTION IS YOUR OWN BREACH. Where a refund, a chargeback or a removal arises from fraud, from a breach of the Terms, or from an intellectual property claim against your design, we may recover the amount from your balance or from you. See Section 20.6 of the Terms.
16.5 CANCELLED ORDERS NEVER PAY OUT, whatever the clocks say.
16.6 A HIGH RATE OF PRINT-QUALITY CLAIMS on your designs may mean your artwork is not print-ready - too low a resolution, too little contrast, an unsafe placement. We will tell you if we see a pattern, so you can fix it.
16.7 YOU DO NOT HANDLE BUYER SUPPORT. Buyers deal with us. You do not receive buyer contact details, and you should not attempt to contact a buyer about an order.
17.1 PLEASE CONTACT US FIRST. We will almost always resolve a problem faster than a bank dispute, which typically takes weeks and often months.
17.2 IF YOU RAISE A CHARGEBACK we will respond to it with the order records, the delivery evidence and the history of the case. That is our right and we will use it where the claim is not correct.
17.3 RAISING A CHARGEBACK ON AN ORDER WE HAVE ALREADY REFUNDED OR REPLACED, or doing so instead of contacting us, may result in your account being suspended while it is resolved, and we may recover the disputed amount and any dispute fee from you.
17.4 A CHARGEBACK DOES NOT SPEED ANYTHING UP. It freezes the money and takes the decision away from both of us.
17.5 IF YOU DO NOT RECOGNISE A CHARGE from Persona, contact us before your bank - it is often a family member's order, a subscription renewal, or the merchant name on the statement.
18.1 This policy is written to be generous, because most people who report a problem have one.
18.2 We may decline a claim, limit remedies, or close an account where we have reasonable grounds to believe someone is abusing it - for example a pattern of claims that do not stand up, claims supported by photographs that do not match the order, repeated "never arrived" claims to the same address, or claims made to obtain free goods.
18.3 We will tell you when we do this and why, and you can respond.
18.4 Nothing in this section affects your statutory rights.
Fastest, and always first choice: In the app - ORDERS > NEED HELP It attaches the order, so nobody has to ask you for the number.
Email support@[[DOMAIN]] Legal matters legal@[[DOMAIN]]
[[LEGAL ENTITY]] [[REGISTERED ADDRESS]]
Please include your order number, what is wrong, and photographs.
================================================================================
================================================================================