Refund & Returns Policy
Last updated: June 2026
At Fat Chimp, many of our products are produced to order, particularly our printed and embroidered clothing. We aim to make our returns process clear and fair while preserving your statutory consumer rights.
1. Faulty, damaged or incorrectly supplied goods
If your order arrives:
- faulty or damaged;
- materially different from the product ordered; or
- with the wrong item, size or specification supplied by us,
please contact us as soon as possible.
Where the problem is our error, we will arrange an appropriate remedy in accordance with your statutory consumer rights. This may include a replacement, repair or refund where applicable.
We will normally cover reasonable return postage where the return is required because of an error on our part or because the goods are faulty.
Please contact us before returning any goods, so that we can provide the correct return instructions and return address.
2. Online orders and change-of-mind cancellations
For most goods purchased online, consumers have statutory cancellation rights under the Consumer Contracts Regulations 2013.
Where those rights apply, you may normally notify us that you wish to cancel within 14 days of receiving the goods, followed by returning the goods within the applicable period.
The statutory cancellation right does not apply to every type of product. In particular, certain goods made to the consumer's specifications or clearly personalised are excluded from the statutory cancellation right.
Fat Chimp will therefore assess the nature of the particular goods ordered when determining whether statutory cancellation rights apply.
Nothing in this policy is intended to restrict or remove any statutory consumer rights.
3. Personalised and bespoke products
Cancellation rights do not normally apply to goods that have been:
- personalised with information, wording, names, numbers or other details supplied or selected specifically by the customer;
- individually customised at the customer's request;
- made to a specification that is unique to the customer; or
- specially procured or produced specifically to meet requirements outside Fat Chimp's standard product range.
Examples may include customised embroidery, personalised text, names, numbers, bespoke artwork, bespoke colours, unusual specifications or other alterations requested by the customer.
Where a product is genuinely personalised or bespoke, we reserve the right to refuse a change-of-mind cancellation where permitted by law.
However, the fact that an item is produced after an order is placed does not, by itself, mean that the item is legally considered personalised or bespoke. Each order will be considered according to the actual product and specification ordered.
4. Standard printed and embroidered clothing
Many Fat Chimp garments are produced or decorated following receipt of an order.
A standard Fat Chimp product selected from our website is not necessarily considered personalised merely because it is produced to order.
Where a customer selects a standard garment, colour, size and existing Fat Chimp design from the options offered on our website, any applicable statutory cancellation rights will be considered separately from our manufacturing process.
Where the customer requests additional or individual customisation, the personalised/bespoke provisions above may apply.
5. Incorrect size selected by the customer
Customers are responsible for selecting the correct size where sizing information is provided on the product page.
If a standard garment has been correctly supplied in the size selected by the customer, a change of mind or the customer's decision that the garment does not fit does not mean that the goods are faulty or incorrectly supplied.
Where statutory cancellation rights apply, those rights are unaffected.
For personalised or bespoke garments, cancellation rights may not apply where the goods fall within the statutory exception described above.
6. Condition of returned goods
Where a return is permitted, goods should be returned in a condition that allows us to establish their nature, characteristics and functioning.
Customers may handle goods to the extent reasonably necessary to determine their nature, characteristics and functioning, in much the same way as they would be able to inspect them in a shop.
We may have rights in relation to any diminished value resulting from handling that goes beyond what is reasonably necessary.
For hygiene reasons, certain products may be subject to additional restrictions where permitted by law.
7. Return authorisation and return address
Please contact Fat Chimp before returning any goods.
We will provide the appropriate return instructions and the current return address for your particular order.
Do not send returns to an old, historical or alternative Fat Chimp address unless we have specifically instructed you to do so.
Fat Chimp has operated from different addresses over the years. A previous business address is not a valid returns address simply because it may appear on older correspondence, websites, packaging or other information.
Where statutory cancellation rights apply, goods should be returned in accordance with the applicable legal requirements and to the address specified by Fat Chimp for returns.
8. Unauthorised or incorrectly addressed returns
If goods are returned without prior contact and are sent to an address that Fat Chimp has not designated for returns, this may cause significant delay in locating or receiving the goods.
Customers remain responsible for ensuring that goods are sent to the correct return address provided by Fat Chimp.
Where a parcel is sent to an obsolete or incorrect address, Fat Chimp cannot accept responsibility for delays, additional costs or loss arising solely from the customer's choice of an incorrect return destination, subject always to any rights the customer may have under applicable law.
9. Refunds
Where a refund is legally due, Fat Chimp will process the refund in accordance with the applicable statutory requirements.
For qualifying online cancellations, refunds will normally be made within the statutory timeframe following receipt of the returned goods or appropriate evidence of their return, as applicable.
Where the customer paid for standard delivery, any refund of delivery charges will be handled in accordance with the applicable consumer legislation. Additional charges paid for an enhanced delivery service are not necessarily refundable beyond the cost of the standard delivery option.
10. Return postage
Where the customer is exercising a statutory cancellation right, the customer is generally responsible for the direct cost of returning the goods unless Fat Chimp has agreed otherwise or applicable law requires otherwise.
Where the return is necessary because Fat Chimp supplied faulty, damaged or incorrect goods, Fat Chimp will normally cover the reasonable return postage.
11. Washing and care of printed or embroidered garments
Printed and embroidered garments must be cared for in accordance with the washing and care instructions supplied with the product.
Damage caused by failure to follow the supplied care instructions is not considered a manufacturing fault.
This does not affect any statutory rights that may apply where the goods were inherently faulty.
12. How to request a return
To request a return, please contact us through our Contact Us page before sending anything back.
Please provide:
- your order number;
- the name used for the order;
- the reason for the return; and
- photographs where the return relates to damage, a fault or an incorrect item.
We will then provide the appropriate return instructions and address.
13. Your statutory rights
Nothing in this policy affects your statutory rights as a consumer.
In particular, Fat Chimp does not exclude or restrict liability for goods that are faulty, not as described or otherwise fail to meet the requirements imposed by applicable consumer legislation.
Where there is any conflict between this policy and a mandatory statutory consumer right, the statutory right will apply.
Fat Chimp Forces Wear & Gifts
All goods are supplied subject to these terms and the applicable laws and regulations governing consumer purchases in the United Kingdom.