Effective date: 09/10/2025
Email: support@rockydawn.com
Address: Unit 10, Brechin Business Centre, 10, Southesk Street, Brechin, United Kingdom DD9 6DY
Overview
We make items to order (custom printed t-shirts and canvases) so we do not offer refunds or returns for change of mind. If an item arrives damaged or is faulty, we will offer a refund or replacement subject to the process below. This does not affect your statutory rights under UK consumer law.
When you can return
- Damaged on arrival or faulty: Eligible for refund or replacement.
- Change of mind: Not eligible for return because items are made to order.
- Wrong size, or Wrong colour (for T-Shirts): If you entered the wrong details for size/colour/other attribute, the items are not eligible for return because items are made to order. However, if we sent out the wrong size or wrong colour that is different from what is found in your order, then we will offer you a replacement with the correct size/colour, free of charge. The wrong item must be returned to us and we will send out the correct item upon receipt as soon as possible. The postage paid in this case will be refunded to you upon receipt immediately and will return to your card, subject to bank and payment provider processing times and procedures.
Time limits
- Report damage or faults within 7 days of delivery.
- Return the item within 14 days of us authorising the return.
Proof required
- Send clear photos and/or video showing the damage or fault when you contact us.
- Provide your order number and a brief description of the problem.
Return postage and condition
- If we authorise a return for a damaged/faulty item, you must send it back in its original packaging and not further damaged.
- Return postage will be paid by the buyer unless we explicitly agree otherwise in writing. If we confirm the item is damaged, faulty, or we sent an item, size or colour that differs from your order, we will refund the return postage once the item is received in the condition shown in your photos/videos.
- We insist on using a trackable shipping service and keeping proof of postage.
Inspection and refunds
- Once we receive and inspect the returned item, we will email you with our decision.
- If approved, we will issue a refund to the original payment method or offer a replacement. Refunds will be processed within 5 working days after approval.
- If the item is not returned in the condition you photographed, or if the inspection shows no fault, we may refuse the refund or offer a partial refund.
Exchanges
We only replace items if they are defective or damaged. If you need a replacement, follow the claims process below under ‘How to make a claim‘.
Statutory rights
This policy does not limit your legal rights. You may have additional rights under UK consumer law for faulty or misdescribed goods. You can raise a complaint with the Information Commissioner’s Office or other relevant bodies if you believe your rights have been infringed.
How to make a claim
- Email support@rockydawn.com with your order number, photos/videos, and a short description of the issue.
- Wait for our authorisation and return instructions. We aim to get back to you within 72 hours. On occasion during busy times, it may take upto 5 working days.
- Ship the item back if authorised and please retain your proof of postage.
- We will inspect the item and confirm the outcome by email.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again and/or contact your credit card company. It may take some time before your refund is officially posted.
There is often a processing time before a refund is posted. Even though processing times are swift, it can take slightly longer on occasion.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@rockydawn.com.
Contact:
support@rockydawn.com
Rocky Dawn
Unit 10, Brechin Business Centre,
10, Southesk Street,
Brechin, United Kingdom
DD9 6DY