RETURNS
Honest policies. Fair solutions.
Every Never Trust Gurus product is made especially for you after your order is placed.
This production model helps reduce waste and overproduction, but it also means we can’t simply put returned products back on a shelf.
If something isn’t right, we’ll do everything we reasonably can to make it right.
Before requesting a return
Please inspect your order as soon as it arrives.
If you notice a defect, damage or receive the wrong item, contact us within 7 days of delivery and include:
- Your order number
- A short description of the issue
- Clear photos showing the problem
This allows us to review your request quickly and find the best solution.
Damaged or defective products
Quality matters.
If your product arrives damaged, misprinted or defective, we’ll gladly investigate your request.
Once the issue has been confirmed, we’ll offer an appropriate solution, which may include:
- A replacement product
- A full refund
- A partial refund (where appropriate)
There will be no additional cost to you if the issue results from a manufacturing or production error.
Wrong item received
If you receive a product that doesn’t match your order, please contact us within 7 days.
We’ll work with our production partner to resolve the issue as quickly as possible.
Size exchanges
Because every item is produced individually after purchase, we’re unable to offer size exchanges.
For this reason, we strongly recommend checking the size guide available on each product page before placing your order.
If you have any questions before ordering, feel free to contact us, we’re happy to help.
Change of mind
Since all NTG products are made to order according to your specifications, we cannot accept returns simply because:
- You changed your mind
- You ordered the wrong size
- You no longer want the product
- You ordered by mistake
This policy complies with applicable consumer regulations regarding personalised and made-to-order products.
Refunds
When a refund is approved, it will be processed using the original payment method.
Depending on your payment provider, it may take several business days for the funds to appear in your account.
Cancellations
Orders can only be cancelled before production begins.
Because production starts quickly after an order is confirmed, cancellation requests cannot always be guaranteed.
If you need to cancel an order, please contact us as soon as possible.
Our commitment
We don’t believe in complicated policies or hidden conditions.
If a mistake is ours, we’ll fix it.
If the issue is outside our control, we’ll always explain the situation honestly and do our best to find a fair solution.
That’s how we think customer service should work.
Need help?
If you have any questions about your order or a return request, we’d be happy to help.
Contact us: [email protected]
We usually reply within 1–2 business days.