Refund policy
This policy explains how to cancel an order, return an item, and get your money back. If you are a consumer in the EU or the UK, it also sets out your statutory right to withdraw from the contract. Nothing here limits rights you have by law.
The short version
- You have 14 days from the day you receive your order to tell us you want to cancel it, for any reason at all.
- Once you have told us, you have a further 14 days to send the items back.
- We refund you within 14 days of receiving the items back, or of you showing us proof you sent them, whichever is sooner.
- If an order has not been sent to production yet, you can cancel it outright and pay nothing.
Your right to cancel (EU and UK)
If you are buying as a consumer in the European Union or the United Kingdom, you have the right to withdraw from this contract within 14 days without giving any reason.
The 14-day period starts on the day you, or a carrier you nominated, take physical possession of the goods. If your order arrives in more than one delivery, the period starts on the day you receive the last item.
To exercise the right, tell us clearly that you want to cancel, before the 14 days are up. You can:
- Open your order in your account and start a return or cancellation there. This is the fastest route and it is available without contacting us first.
- Or email info@thetokenclub.co with your order number and what you want to return.
- Or use the model withdrawal form at the bottom of this page. You do not have to use it.
Sending your message before the deadline is enough. It does not matter if it reaches us on the last day.
Sending items back
Send the items back within 14 days of telling us you are cancelling. We will confirm the return address when you start the return, so please wait for it rather than posting to the address on the parcel, which is a production facility and not us.
You pay the cost of return postage when you are cancelling because you changed your mind. We do not deduct that cost from your refund; you simply pay the carrier directly. We pay the return cost when the item is faulty, damaged, or not what you ordered. See below.
You may handle and try on the item as you would in a shop. If you handle it beyond that, and its value drops as a result, we may reduce your refund by the amount of that loss. In practice: try it on, but do not wear it out, wash it, or remove the tags if you think it may go back.
Your refund
We refund the full price you paid, including the standard delivery charge for sending the order to you. If you chose an upgraded delivery option, we refund the standard rate, not the premium.
Refunds go back to the payment method you used, within 14 days of us receiving the items or of you sending us proof of postage, whichever comes first. We may hold the refund until one of those two things happens. You will not be charged anything for the refund itself.
How quickly the money appears in your account after we issue it is up to your bank or card provider, and is out of our hands.
Cancelling before we ship
Our garments are printed to order. If your order has not yet gone into production, you can cancel it from your account and we will refund you in full, with nothing to send back. Once production has started we cannot stop it, but you still have the full 14-day right described above once it arrives.
Faulty, damaged, or wrong items
If something arrives faulty, damaged in transit, misprinted, or is simply not what you ordered, tell us within 30 days of delivery and send a photo to info@thetokenclub.co. We will replace it or refund it, whichever you prefer, and we cover the postage both ways.
This is separate from, and in addition to, the 14-day cancellation right. Your legal rights in respect of goods that are faulty or not as described are not affected by anything in this policy.
Exchanges
We do not process direct swaps. If you need a different size or colour, return the original for a refund and place a new order. That way you are not waiting on our stock and the new item goes into production straight away.
Things we cannot take back
Gift cards are non-refundable. Everything else in our range can be returned under this policy. We do not currently sell personalised or made-to-your-specification items; if we ever do, we will say so clearly on the product page, because the cancellation right does not apply to them.
Model withdrawal form
You only need this if you want it. Complete and return it to us to cancel.
To DEFINED AGENCY LTD trading as The Token Club, 128 City Road, London EC1V 2NX, United Kingdom, info@thetokenclub.co:
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is notified on paper):
Date:
Complaints
If something has gone wrong, email us first at info@thetokenclub.co and we will do our best to sort it out.
If we cannot resolve it between us and you are a consumer in the EU, Iceland, Norway or the UK, the European Consumer Centres Network (ECC-Net) gives free advice and assistance with cross-border consumer disputes. You can find your national centre at www.eccnet.eu. We are not obliged to take part in dispute resolution before a consumer arbitration board, and we are not currently signed up to one.
Contact
The Token Club is a trading name of DEFINED AGENCY LTD, a private limited company registered in England and Wales under company number 15621251, at 128 City Road, London EC1V 2NX, United Kingdom. Email info@thetokenclub.co. We answer within two working days.