Refund policy

We do not accept returns or exchanges for change of mind. All sales are final, except where required by law.

Bespoke, personalised, and made-to-order items are non-returnable and non-refundable under any circumstances, except where the item is faulty or not as described. By placing an order for a bespoke or personalised item, you confirm that you understand your 14-day cancellation right does not apply to your purchase.

For any other items, if you believe your item is faulty or not as described, you must contact us within 30 days of receiving it at thirdcultra@gmail.com. Please do not send anything back without contacting us first — items returned without prior authorisation will not be accepted.

Damages and issues Please inspect your order as soon as it arrives and contact us immediately if your item is defective, damaged, or incorrect, so we can assess the issue. Please include a description of the problem and photos where possible, along with your proof of purchase.

Exceptions / non-returnable items The following cannot be returned or refunded under any circumstances: bespoke, personalised, or made-to-order items; sale items; and gift cards. Items that show signs of use, wear, or damage caused after receipt will also not be eligible.

Exchanges We do not offer direct exchanges. If a faulty item is confirmed and a replacement is the agreed remedy, we will arrange this on a case-by-case basis. 

Refunds Refunds are only issued where an item is confirmed to be faulty, damaged, or not as described, and where repair or replacement is not a reasonable remedy. If a refund is approved, it will be processed to your original payment method within 14 days of us receiving the returned item. Please allow additional time for your bank or card provider to process it on their end. If 14 business days have passed since your refund was approved and you have not received it, please contact us at thirdcultra@gmail.com.

Your statutory rights Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.