Refund policy

Refund & returns policy – KNOXIE
KNOXIE is run by Knoxie Limited. If anything isn't right, email us at knoxiepassion@gmail.com and we'll sort it out.

Changed your mind? You have 14 days

For standard (non-personalised) items, you can cancel your order and return it for any reason. You have 14 days from the day you receive your order to tell us, and then a further 14 days to send the item back.

  • Items should be unused, unwashed and in their original condition with tags attached, so we can sell them again.
  • For hygiene reasons, earrings and activewear worn next to the skin (such as bras and leggings) can only be returned if the hygiene seal or packaging is unopened and the item hasn't been worn.
  • For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service, as we can't refund items that don't reach us.

Christmas extended returns

Buying a gift? Orders placed in November and December 2026 can be returned until 15 January 2027, even if that's longer than the usual 14 days. The same conditions above apply.

Personalised and custom-made items

Personalised tees, hoodies, totes and photo prints are made just for you with your words or picture, so we can't accept returns or cancellations if you simply change your mind once we've started making them. Please check your spelling, photo and size carefully before ordering.

This doesn't affect your rights if a personalised item is faulty, damaged or not what you ordered (for example, a print error on our side). In that case we'll remake it or give you a refund.

Digital products

Downloadable guides are delivered straight away. Once you've started downloading, you lose the right to cancel. If a file doesn't work, email us and we'll fix it or refund you.

Faulty, damaged or wrong items

Under UK consumer law, goods must be as described, fit for purpose and of satisfactory quality. If something arrives faulty, damaged or wrong, email us within 30 days of delivery with your order number and a photo. We'll cover the cost of returning it and offer a replacement or a full refund. After 30 days you're still protected and we'll offer a repair or replacement, or a refund if that isn't possible.

How to return

  1. Email knoxiepassion@gmail.com with your order number and what you'd like to return.
  2. We'll reply with the return address.
  3. Pack the item securely and keep your proof of postage.

Refunds

Once we receive and check your return, we'll refund you to your original payment method within 14 days. For change-of-mind returns, we refund the original standard delivery cost if you return the whole order. We may reduce the refund if an item has been used or damaged beyond what's needed to inspect it.

Your statutory rights are not affected.