Refunds, Returns & Cancellations Policy

Last updated: 16/05/2026

We want you to be happy with your purchase. This policy explains how returns, refunds, cancellations and replacements work for products bought from steampunk.city

At Steampunk.City, each item is made to order through our print‑on‑demand partners. This means your order is sent directly to production shortly after it is placed. Because of this, we operate specific rules for cancellation, refunds, and returns.

Order Cancellation Window (Changes of Mind)

You may request to cancel or change your order within 2 hours of placing it.
During this short window, we will attempt to cancel or amend your order before it enters production.

If you wish to cancel:

  • Contact us as soon as possible at: contact@steampunk-city
  • Include your order number and a clear statement of your request

After this 2‑hour window, your order will likely have entered production and cannot be cancelled or changed, even for a change of mind.

Please check your:

  • Item design
  • Size
  • Shipping address

carefully before completing your order, because once production starts these cannot be updated.

Right to Cancel (UK Consumer Law)

Under the UK Consumer Contracts Regulations, you normally have a 14‑day right to cancel for standard goods. However, this right does not apply fully to:

  • Made‑to‑order or personalised items (including print‑on‑demand products designed to your order)
  • Sealed items that are not suitable for return due to health or hygiene reasons if unsealed after delivery

Because we operate a print‑on‑demand model where each item is created specifically for you, we rely on these exemptions. We will still always make things right if an item arrives:

  • Damaged
  • Defective
  • Incorrect

Returns After Cancellation (Eligible Orders)

In cases where a standard item is eligible for cancellation under consumer law (for example, non‑personalised goods), you must:

  • Notify us within 14 days of receiving your order
  • Return the item within 14 days of cancellation
  • Ensure the item is unused, in its original condition, and in its original packaging where possible

We will issue a full refund, including the standard delivery cost, within 14 days of receiving the returned item or proof that it has been sent back. Refunds will be made using the same payment method as your original order.

You will be responsible for the cost of returning the item unless it is faulty or incorrect.

Faulty or Incorrect Items

If your item arrives:

  • Damaged
  • Defective
  • The wrong item or significant error

please contact us within 14 days of delivery at contact@steampunk.city Include:

  • Your order number
  • A clear description of the issue
  • Photos showing the damage or error

We will then:

  • Arrange a replacement at no extra cost, or
  • Issue a full refund

where appropriate

Production Limitations and Custom Orders

Because Steampunk.City is a print‑on‑demand store, changes after the 2‑hour window are not possible. This includes:

  • Changes of mind
  • Incorrect size selection
  • Typo or design errors caused by customer input
  • Incorrect shipping details provided at checkout

If such an error can be corrected before the order is sent to production, we will help where possible, but once the order leaves our system we cannot alter it.

Contact Us

For any cancellation, refund, or return request, please contact:
Email: contact@steampunk.city

By placing an order on steampunk.city, you agree to this Refunds, Returns & Cancellations Policy.

This policy is in accordance with UK consumer legislation and applies to all orders placed through our website.