Refund policy

Returns Policy for Chronically Sick Mama

Thank you for shopping at Chronically Sick Mama. We value your satisfaction and are committed to providing high-quality products and exceptional service. Please read our returns policy carefully before making a purchase.

Custom Items

At Chronically Sick Mama, we offer custom, personalised items tailored to your preferences. Due to the unique and customised nature of these products, we do not accept returns or offer refunds on personalised items unless they are faulty or damaged upon delivery.

Made to Order

Many of our products are made to order, ensuring that they are crafted with care and attention to detail to meet your specific requirements. However, not all items in our store are made to order. For made-to-order items, we cannot accept returns or offer refunds for change of mind, wrong size, or incorrect colour choice. Please ensure you check your order carefully before purchase.

Return Postage

The buyer is responsible for the cost of return postage, except where the item is faulty or damaged upon delivery. For international returns, the customer is also responsible for any customs duties, taxes, or fees associated with the return. We strongly recommend using tracked or signed-for delivery, as we cannot issue refunds for items that fail to arrive unless tracking shows a carrier issue.

Refund Process

Refunds will only be issued once the returned item has been received and inspected. To be eligible for a refund, you must contact us within 14 days of receiving your delivery and provide photographic evidence if the item is damaged or faulty.

  • Refunds will be processed within 14 days of us receiving the returned item and confirming the refund is appropriate.
  • Refund timing begins once we have reached an agreement that a refund is required.
  • Refunds will be issued to the original payment method used during purchase.
  • Once issued, refunds may take up to seven working days to appear in your account. 

Condition of Returned Items

We do not accept returns for items that are used or show signs of wear. Refunds or exchanges will not be issued for used items. If the item is found to be used upon receipt, it will not be eligible for a refund, and the customer will have the option to pay postage to have the item returned or request that it be disposed of.

Faulty or Damaged Items

In the event that your item arrives damaged or faulty, please contact us immediately and provide clear photographic evidence. We may request that the item be returned to us for further assessment.

  • If a fault is confirmed, we will offer a replacement as the first option. If the issue persists, a refund will be provided as a second option.
  • If it is determined that the product was used incorrectly (e.g., not following care guides), no refund or replacement will be issued.

Design Variations

Items that undergo sublimation printing may exhibit slight variations such as ghosting or fading. While we take all possible steps to minimise this, such variations are an inherent part of the manufacturing process and do not affect the functionality of the product. Refunds will not be issued for these variations, as they are considered normal manufacturing effects.

Items Excluded from Returns

The following items are non-returnable due to hygiene reasons:

  • Compression socks
  • Earrings
  • Some medical aids

Additionally, personalised or customised items cannot be returned or refunded unless faulty.

Misfit Items (Wrong Size or Colour)

If a product does not fit as expected due to an ordering mistake, customers may request a replacement or refund. However, the customer is responsible for both the return postage and the postage of the replacement item.

  • The replacement will only be dispatched once the original item has been received by us and passed a quality inspection.
  • If the item is found to be used or damaged, no replacement or refund will be issued. The customer may opt to pay for postage to have the item returned or request disposal of the item.

International Returns

For international customers, the 14-day window to request a return/refund begins when the item is delivered to you, and refund processing starts upon receipt of the returned item by our team. Customs duties, taxes, or fees will not be refunded, and the customer is responsible for ensuring the item is returned with proper documentation to avoid delays.

Limitation of Liability

Our liability is limited to the value of the product purchased. Chronically Sick Mama will not be responsible for any indirect, incidental, or consequential damages arising from the use or inability to use the product, including any loss of time, inconvenience, or additional expenses incurred.

If you have any questions or concerns regarding our returns policy, please don’t hesitate to contact us. Thank you for choosing Chronically Sick Mama!

Please note that this returns policy is in accordance with UK laws.