Return and Refund Policy

Last updated: 8 September 2026

Physical merchandise returns

We offer a 30-day return period for eligible physical merchandise. You must request the return within 30 days after receiving the final item in your order.

To qualify, the merchandise must be in substantially the same condition in which it was received: unworn, unwashed and unused, with any original tags and packaging where reasonably possible. You must also provide your order number or other proof of purchase.

To request a return, email thesaintsofthebroken@gmail.com with:

• Your name and order number;

• The product you wish to return;

• The reason for the return; and

• Photographs if the product is damaged, defective or incorrect.

If the return is accepted, we will provide the correct return address and instructions. Do not return merchandise to the address printed on the original parcel unless we specifically instruct you to do so. Returns sent without prior approval may not be accepted.

Return shipping costs

For ordinary change-of-mind returns, the customer is responsible for purchasing and paying for return postage. We recommend using a tracked shipping service because the customer remains responsible for the parcel until it reaches the specified return address.

If the merchandise is defective, damaged, materially different from its description or incorrect, Saints of the Broken will cover reasonable return costs where required.

Original delivery charges are normally non-refundable, except where required by law. For qualifying EU withdrawals, the cost of the least expensive standard delivery option will also be refunded.

Damaged, defective or incorrect merchandise

Please inspect your order when it arrives. Contact us as soon as possible—ideally within seven days—if the merchandise is damaged, defective or incorrect.

Include clear photographs of:

• The affected product;

• The problem or damage;

• The packaging; and

• The shipping label.

After reviewing the claim, we may offer a replacement, repair, full refund or partial refund, depending on the circumstances and applicable law.

The seven-day request is intended to help us investigate shipping damage promptly. It does not reduce any mandatory legal rights relating to defective or non-conforming goods.

Exchanges and sizing

If you ordered the wrong size or colour, contact us within the 30-day return period.

Where an exchange cannot be processed directly, return the eligible product and place a new order for the preferred variant. Change-of-mind return postage is the customer’s responsibility.

Please review the size guide before ordering.

Made-to-order and personalised merchandise

Some Saints of the Broken merchandise is produced only after an order is placed. This does not remove any mandatory consumer rights.

Products made to a customer’s individual specifications or clearly personalised may not qualify for change-of-mind returns where permitted by law. However, personalised products remain covered if they arrive defective, damaged, incorrect or materially different from their description.

Standard products offered in ordinary sizes or colours are governed by the general return rules and applicable consumer law.

Non-returnable items

The following items are not eligible for ordinary change-of-mind returns where permitted by law:

• Merchandise that has been worn, washed, used or damaged after delivery;

• Clearly personalised or individually customised products;

• Digital downloads after downloading or access has begun under the conditions described below; and

• Monthly supporter payments, which are governed by our Purchase Options Cancellation Policy.

Discounted physical merchandise is not automatically excluded from returns. Any product treated as final sale will be clearly identified before purchase, and mandatory consumer rights will continue to apply.

Digital music downloads

Digital products include individual MP3 downloads and digital music collections.

If a digital file is defective, unavailable, corrupted or different from what you purchased, contact thesaintsofthebroken@gmail.com. We will provide a working replacement download or an appropriate refund.

For customers with a statutory right of withdrawal, that right may end once downloading or digital delivery begins only when the customer has expressly agreed to immediate delivery and acknowledged that starting delivery causes the withdrawal right to be lost.

Nothing in this section removes your rights when digital content is faulty, inaccessible or not as described.

Monthly supporter payments

The Broken Family Supporter – Monthly Support plan is governed by our separate Purchase Options Cancellation Policy.

Cancelling stops future renewals but does not automatically refund a payment that was already processed, except where required by law or where a charge was taken incorrectly.

Order cancellation before dispatch

You may request cancellation through your customer account or by emailing thesaintsofthebroken@gmail.com.

If the order has not been dispatched, we will process the request in accordance with the cancellation rules and applicable consumer law. Because merchandise may enter production quickly, contact us immediately if you need to cancel.

European Union right of withdrawal

Customers in the European Union generally have the right to withdraw from an eligible online purchase without giving a reason within 14 days after receiving the final item in the order.

You may exercise this right through the returns or cancellation function in your customer account or by sending an unambiguous withdrawal request to thesaintsofthebroken@gmail.com.

After notifying us, return the merchandise according to the supplied instructions. For a change-of-mind withdrawal, you are responsible for the direct return-postage cost unless we agree otherwise.

For an eligible EU withdrawal, we will refund the qualifying payments, including the least expensive standard outbound delivery charge, within the period required by law. We may withhold the refund until we receive the returned merchandise or evidence that it has been sent.

We may reduce the refund to reflect diminished value caused by handling beyond what was reasonably necessary to inspect the product.

Legal exceptions may apply to clearly personalised goods and digital content supplied immediately after the customer expressly agreed to begin delivery and acknowledged losing the withdrawal right.

Mandatory rights concerning faulty or non-conforming products remain unaffected, including applicable EU legal-guarantee rights.

Refund processing

We will notify you after receiving and inspecting an approved return.

Approved refunds are issued to the original payment method. Please allow up to 10 business days after the refund is issued for your bank or payment provider to display it.

For EU withdrawal requests, we will follow the applicable statutory refund deadline.

If more than 15 business days have passed since we confirmed that a refund was issued, contact thesaintsofthebroken@gmail.com.

Contact

For return, cancellation or refund questions, contact:

Saints of the Broken
Website: https://www.saintsofthebroken.com
Email: thesaintsofthebroken@gmail.com