Refund and return policy
Last Updated: 2 August 2026
Overview
We want you to be completely happy with your order. Every item in The Irish Horizon shop is made to order through our print-on-demand partner, which means production only starts once you make a purchase. Because of this, our return and refund policy works a little differently from a typical retail store, and we’ve laid it out below to ensure full transparency.
How our products are made
Nothing in our shop is pre-made or held in stock. When you place an order, it’s printed and produced specifically for you. This keeps waste down and lets us offer a wider range of designs, but it also means we don’t accept returns or exchanges unless the product is damaged or there is a manufacturing error.
What we can’t refund or exchange
Because each item is made specifically for your order, we’re unable to offer a refund or exchange for:
- Ordering the wrong size.
- Choosing the wrong colour.
- A change of mind.
Please double-check sizing, colour, and design details before making a purchase. Our product pages include full size charts to help you choose correctly.
Damaged, defective, or incorrect items
If something goes wrong on our end, we’ll correct it. You’re covered by a free replacement or full refund if:
- Your item arrives damaged.
- There’s a manufacturing error.
- You received the wrong product or size.
You must contact us within 30 days of delivery. Reach out through our Submit an issue form with clear photos or video showing the problem (see the evidence guide below). Once we’ve verified the issue, we’ll send a free replacement or issue a full refund. There’s no need to return the original item to us.
Evidence we’ll need
To resolve your issue as quickly as possible, please include photo or video evidence when you contact us:
| Issue | What to send us |
|---|---|
| An issue with the quality of the print | A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame. |
| An issue with the print placement (distance from collar, off-center, etc.) | A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape. For DTG, DTF, and AOP products, there is a tolerance of 0.5″ for print placement. |
| Print in the wrong area | A clear photo of the product you received, folded in a way that clearly displays both sides. |
| Wrong product | A photo of the product that was received, with the size tag clearly visible as well. |
| An issue with the product (incorrect size, brand, quality) | A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame. |
| A product sizing issue (manufacturer’s defect) | A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for most adult garments (with some exceptions) and +/- 0.5” for baby clothing. |
| Delivery-related product damage | A photo or video of the received product, where the package, the printed design, and the issue are clearly visible. |
| Reprinted item has the same issue as the original item | A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible. |
If a design fault affects more than one item, please also send a photo showing all affected items together.
Unsuccessful deliveries
If a delivery fails because of an incorrect address, or the package goes unclaimed and is returned to sender, you can choose to:
- Request a reprint at an additional cost, or
- Take a partial refund (shipping and production costs are generally non-refundable in this case).
Order cancellations
Because items go into production shortly after you order, we can only cancel or change an order before it’s been sent to production. If you need to cancel or amend an order, contact us as soon as possible after placing it and we’ll do our best to catch it in time. Once an item is in production, it can no longer be cancelled, changed, or refunded, other than under the damaged, defective, or incorrect items terms above.
Sale items
Only regular-priced items are eligible for a refund. Items purchased on sale or with a discount code are final sale, unless they arrive damaged, faulty, or incorrect.
How refunds are processed
Approved refunds are returned to your original payment method. Processing time depends on your bank or payment provider, but it typically takes 5-10 business days to appear once we’ve issued it. If it’s been longer than that, please check with your bank or card provider first, as the delay is usually on their end, then get in touch with us if you still can’t see it.
Your rights under consumer law
This policy doesn’t limit any other rights you may have under the consumer protection laws of your country. Because our products are made to order, they generally fall outside the standard “change of mind” cooling-off period that applies to off-the-shelf online purchases in some regions, including the UK and EU. If you believe local law gives you additional rights beyond what’s set out here, please contact us and we’ll work it through with you.
Related policies
This policy should be read alongside our:
Contact
For anything related to refunds, returns, or a problem with your order, email us at orders@theirishhorizon.com with your order number and any relevant photos or video. We’ll get back to you as soon as we can.