Mix and Match

Refund policy

Refund & Returns Policy

(Last updated: 03.10.2025)

Made-to-Order Items

Most of our products are made to order especially for you.
This means that, under UK and EU consumer law, you do not have the right to cancel or return these goods simply because you change your mind once production has begun, unless the item is faulty, damaged or not as described.

Please check your order carefully — especially sizes, colours and any personalisation — before placing it.

14-Day Return Window for Eligible (Non-Custom) Items

For any non-custom or stock items we sell, you may return them within 14 days of receiving your order.

To be eligible for return, the item must be:

  • in the same condition as received,

  • unworn / unused,

  • with tags still attached, and

  • in its original packaging,
    and you will need the receipt or proof of purchase.

To start a return, email shop@theburntchefproject.com.
We will confirm whether your item qualifies for return and provide the return instructions and address.
Items sent back without first requesting a return will not be accepted.

You can contact us at shop@theburntchefproject.com for any return-related questions.

Damages and Issues

Please inspect your order on arrival.
If the item is faulty, damaged, mis-described or if you received the wrong item, contact us right away at shop@theburntchefproject.com so that we can resolve the issue.

For made-to-order products we will arrange a repair, replacement or refund as appropriate.

Exceptions / Non-Returnable Items

We do not accept returns for:

  • most made-to-order or personalised items (unless faulty, damaged or mis-described),

  • gift cards,

  • items sold on final clearance or sale (unless faulty).

If you have questions about a specific product, please contact us before purchasing.

UK & EU Cooling-Off Rights

If you purchase non-custom goods as a consumer in the UK or EU, you have a legal right to cancel within 14 days of delivery for any reason.

To use this right you must notify us within 14 days of delivery, then return the goods within a further 14 days.
Goods must be returned in their original condition and packaging.

This statutory right does not apply to made-to-order or personalised items or other goods excluded by law (for example, certain sealed hygiene-sensitive products once opened).

International Orders

For customers outside the UK and EU, local consumer laws may vary.
Unless your local law gives you additional cancellation rights, we do not accept returns for made-to-order items once production has begun, except where an item is faulty, damaged or mis-described.

Please contact us within 7 days of delivery at shop@theburntchefproject.com if your order arrives damaged, faulty or incorrect, including photographs of the issue.

Refunds

We will notify you once we have received and inspected your returned item and let you know if the refund has been approved.

If approved, the refund will be made to your original payment method within 10 business days.
Please note that it may take additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at shop@theburntchefproject.com.