TDC will provide a remedy for an incorrect, materially damaged or defective item in accordance with applicable law. Change-of-mind treatment depends on the product because some releases are printed, limited, made-to-order or personalised.
1. Incorrect, damaged or defective items
Contact info@thedecembercompany.com as soon as practical and preferably within 48 hours of delivery. Include the order reference, a description and clear photographs of the item and packaging where relevant. Do not discard the packaging until TDC replies. After review, TDC may arrange replacement, repair, redelivery or refund as appropriate and available.
2. Standard return window
Where a product is expressly listed as returnable, request the return within 7 calendar days of delivery. The item must remain unused, complete and in substantially the condition received. Wait for written return instructions before sending anything. A return arriving without enough information may be delayed.
3. Change of mind
Cards, printed Reader releases and other clearly identified paper releases are not accepted for change-of-mind returns once correctly delivered. This does not apply where the item is defective, damaged, incorrect or where mandatory law provides a remedy.
4. Non-returnable items
- Personalised, commissioned or made-to-order work after the permitted cancellation period.
- One-of-one work, unless it arrives materially damaged, defective or materially different from the confirmed description.
- Digital files after access or download has been supplied, except where mandatory law requires otherwise.
- Event tickets after the disclosed cancellation point, except where the event is cancelled, materially changed or law requires a remedy.
- Items marked final sale where that limitation is lawful and disclosed before purchase.
5. Cancellations
A stocked order may be cancelled before dispatch if processing has not made cancellation impractical. A made-to-order or personalised order may be cancelled within 24 hours of payment unless work has already begun with your express agreement. After that point, material or work already committed may make cancellation unavailable, as disclosed before purchase.
6. Refund timing
Refunds are reviewed and processed manually. Once a refund is approved, TDC will initiate it to the original payment method ordinarily within 7 business days. Banks and payment providers may take additional time to show the credit. Original delivery cost is refunded when required by law or when the entire order is rejected because it was incorrect, materially damaged or defective.
7. Fair use and fraud
TDC may pause a request where there is credible evidence of tampering, repeated misuse, false information or fraud, while preserving rights that cannot lawfully be restricted. We may ask for proportionate information needed to verify the order and issue.
8. Start a request
Email info@thedecembercompany.com with the subject “Order Support” and include the order reference, delivery date, issue and relevant photographs. Never email complete card or banking credentials.