Refund policy
Refund and Cancellation Policy
Short version: if you change your mind, you have 14 days by law and 30 days from us. Made-to-order does not mean non-refundable. If something arrives faulty, we sort it, always.
Your 14-day right to cancel
Almost everything we sell is covered by this, and we want to be clear about it rather than bury it.
Our tees, kids' tees and rat keyrings are standard Feral Rats designs from our own range. We press and make each one after you order rather than keeping shelves of stock, but they are our designs, not made to your specification. That means you keep your full legal right to cancel under the Consumer Contracts Regulations 2013, exactly as you would buying anything else online.
You can cancel from the moment you place your order until 14 days after the day you receive it. You don't have to give a reason and you don't have to have anything wrong with the item.
How to cancel
Email hello@theferalrats.com with your order number and tell us you're cancelling. A message saying "I'm cancelling order 1234" is enough. If you'd rather use a form, there's a standard cancellation form at the bottom of this page you can copy, fill in and email to us.
Get in touch as early as you like. If you catch us before we've started pressing your order, we'll simply cancel it and refund you without anything needing to be posted.
Sending it back
If your order has already arrived, send it back within 14 days of telling us you're cancelling. Our address is at the bottom of this page and we'll confirm it when you get in touch.
Return postage for a change of mind is yours to cover. We recommend a tracked service, because until the parcel reaches us it's still your responsibility. If the item is faulty or we've sent the wrong thing, return postage is on us.
You're welcome to handle and try on an item the way you would in a shop. If it comes back to us worn out and about, washed, damaged, or with the print marked from more than a try-on, we may reduce your refund to reflect the drop in value.
Your refund
We refund within 14 days of the goods reaching us, or of you showing us proof of postage, whichever is sooner. It goes back to the card or account you paid with.
Your refund includes the standard delivery charge you paid on the way out. If you're returning only part of an order and keeping the rest, we refund the items and keep the delivery charge, since we still delivered.
The one exception: personalised pieces
If you've asked us to add a custom name, a crew tag or your own wording, that piece is made to your specification and cannot be cancelled or returned under the 14-day right once we've made it. There's nothing else we can do with a tee that has someone else's name on it. This is the only exception UK law allows us, and it's why we ask you to check your spelling twice.
Choosing a size, a colour or a design from our menus is not personalisation. Only text or artwork you give us makes a piece personalised. If you didn't type anything in a custom text box, your order is covered by the full 14-day right above.
Changed your mind on a personalised order? Email us straight away. If we haven't started making it, we'll cancel and refund you.
Our 30-day goodwill returns
On top of your legal rights, we give you 30 days from delivery to send back any standard item you've had second thoughts about, as long as it's unworn, unused and still has its tags on. Email hello@theferalrats.com with your order number and we'll send return instructions. Wrong size? Say so and we'll exchange it for the right fit where we have it, rather than refunding.
This is our own promise, freely given, and it sits alongside the legal right above rather than replacing it.
Faulty, damaged or wrong items
This bit applies to everything, personalised pieces included.
If something arrives faulty, damaged or simply isn't what you ordered, email hello@theferalrats.com within 30 days with your order number and a photo. Under the Consumer Rights Act 2015 you can ask for a full refund within that window, or a repair or replacement after it. We'll cover return postage and we won't quibble.
Handmade means small variations. Print placement, exact shade and finish differ a touch piece to piece, and screen colours never quite match fabric. That's the character of a handmade product rather than a fault. Anything that's actually wrong, we put right.
VIP membership
VIP is a rolling monthly subscription at £5 a month. You can cancel any time from your account or by emailing us, and you keep your perks until the end of the month you've paid for.
If you cancel a brand new VIP membership within 14 days of signing up, we'll refund that first payment in full, unless you've already used a member perk (a member discount or free delivery on an order over £20) — in which case we'll deduct a fair proportion for the part of the month you've had member access for. We don't refund past months on a membership you've been using.
Contacting us about a return
Email: hello@theferalrats.com
The Feral Rats
Unit 3, Factory 3
Valhalla Industrial Estate
Dobles Lane
Holsworthy
Devon
EX22 6HN
None of this affects your statutory rights.
Last updated: 8 September 2026
Model cancellation form
You don't have to use this form. An email saying you want to cancel is just as good. But if you'd like a form, copy the text below, fill it in and email it to hello@theferalrats.com.
To: Staci Taylor, trading as The Feral Rats, Unit 3, Factory 3, Valhalla Industrial Estate, Dobles Lane, Holsworthy, Devon, EX22 6HN. Email: hello@theferalrats.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service (delete as appropriate):
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: