Refund policy

Refund & Return Policy – Faithful Fiber

Last updated: October 31, 2026

Faithful Fiber, c/o JL Consulting Group GmbH #1699, Zürcherstrasse 84, 8852 Altendorf, Switzerland. Email: support.faithful.fiber@gmail.com. Full seller details: see our Contact information.

Every item is printed or embroidered individually after you order it. For this reason all orders are final: we do not accept returns, exchanges or refunds for change of mind, including a wrong size or colour choice. Please check the size guide and product details before ordering. This does not affect your rights if an item is defective, damaged or wrong (section 1).

We only ship to the countries listed in our Shipping Policy. We currently do not ship to the European Union, the EEA (Norway, Iceland, Liechtenstein), the United Kingdom or other countries where a statutory right to return goods without a defect applies to online purchases.

1. Damaged, defective or wrong items

  • If your item arrives damaged or misprinted, is defective, or is not what you ordered, email support.faithful.fiber@gmail.com with your order number and a photo of the problem (and of the label/packaging if relevant).
  • Please contact us within 30 days of delivery, so we can resolve it quickly with our production partner.
  • Once we have confirmed the problem, we will send you a free reprint/replacement or give you a full refund of the item, including the shipping cost you paid for it. You do not need to send the item back unless we ask you to; if we do, we pay the return shipping.
  • The 30-day time frame is a request, not a limitation. It does not limit your statutory warranty rights (legal guarantee) under the law that applies to you, in particular the Swiss warranty rules (Art. 197 ff. Swiss Code of Obligations; 2 years for consumers) or the consumer guarantees of your country.

2. No returns for change of mind

Because every product is made to order for you, we cannot resell it. We therefore do not accept returns or exchanges of items that are not defective, damaged or wrong. Please do not send items back without contacting us first; returns sent without contacting us cannot be matched to an order.

3. Australia and New Zealand

Australia (mandatory statement, Competition and Consumer Regulations 2010, reg. 90): "Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."

New Zealand: nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

4. Cancellations before production

Email us as soon as possible. If production hasn't started (usually within a few hours of your order), we cancel and refund you in full. Once production has started, the order can no longer be cancelled.

5. Late or missing deliveries

If we cannot ship within the stated time, or within 30 days if no time is stated, or your parcel is lost, you may cancel and receive a full refund (see our Shipping Policy). Where the law of your country gives you further rights in case of non-delivery (for example under Canadian provincial consumer law), those rights remain unaffected.

6. Refunds

Approved refunds are issued to the original payment method, normally within 5–10 business days. Your bank or payment provider may need a few more days to show the credit.

7. Your statutory rights

Nothing in this policy excludes or limits rights that you have as a consumer under mandatory law.