Refund policy

Returns

We have a 14‑day return window. This means you must contact us within 14 days of receiving your item to request a return.

Because our products are made to order, we can only accept returns or issue refunds where there is a problem with the order (for example, the item is misprinted, defective, damaged in transit, or we sent the wrong item). We do not accept returns for change of mind, dislike of the product, or if the wrong size was ordered.

To be eligible for a return, your item must be in the same condition you received it, unworn and unused, with tags, and in its original packaging. You’ll also need your order number and proof of purchase.

To start a return, contact us at info@tenderloinmusic.com within 14 days of delivery, including photos of the issue and your order number. If your return is approved, we’ll confirm the correct return address (as shown on your packing slip) and provide instructions on how to send your item back. Please do not send any items back before contacting us, or to any address not provided by us, as they may not be processed.

You can always contact us for any question about returns at info@tenderloinmusic.com.

Damages and issues

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We’ll review the issue with our print partner and make it right, usually by sending a replacement or issuing a refund where appropriate.

Exceptions / non‑returnable items

We can’t accept returns for:

  • Items returned without contacting us first.

  • Items that have been worn, washed, or used.

  • Items with no proof of purchase.

  • Gift cards or digital products.

Because our clothing and merch are made to order, we generally cannot accept returns for reasons other than a fault with the item itself.

Exchanges

At this time we’re not able to offer size or style exchanges on made‑to‑order items. If there is an issue covered by our returns policy, we will usually replace the item with the same product in the same size or issue a refund, depending on the situation.

European Union 14‑day cooling‑off period

If you are an EU‑based consumer, you may have a legal right to cancel certain types of purchases within 14 days, without giving any reason. However, this cooling‑off period does not apply to custom‑made or clearly personalised goods, which includes most of our made‑to‑order products.

Where the cooling‑off period does apply (for example, to eligible non‑custom items, if we ever offer them), you must inform us within 14 days of receiving the item, and the item must be unused and in its original packaging with proof of purchase.

Refunds

Once we’ve received and inspected your return (where a return is required), we’ll let you know if the refund is approved. If approved, we’ll refund your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since we approved your refund and you haven’t received it, please contact us at info@tenderloinmusic.com.