At a glance
Most standard goods bought online can be cancelled before delivery and for 14 days after receipt, even when they are printed or embroidered to order. Genuinely personalised goods may be an exception. Your rights if something is faulty or incorrect always remain.
01.Who we are and how to contact us
StratMeta Shop is operated by STRATMETA LTD, trading as StratMeta, registered in England and Wales under company number 16354896.
To cancel an order, arrange a return or report a problem, email contact@stratmeta.co.uk or use our contact page. Include your order number and a description of your request. You do not have to use a particular form to cancel.
Our registered office is Office 5977, 58 Peregrine Road, Ilford, England, IG6 3SZ. Please do not post returns to this address unless we instruct you to do so. We will provide the appropriate return address and instructions.
02.Your right to cancel a standard online order
If you buy standard goods online as a consumer, you normally have the right to cancel without giving a reason. You may tell us that you wish to cancel at any time after placing the order, up to the end of 14 days after the day you receive the goods.
If goods from one order arrive separately, the period normally ends 14 days after the day you receive the final item. If someone you nominate receives the goods for you (other than the carrier), the relevant receipt date is when that person receives them.
You must send a clear cancellation notice before the applicable deadline. After telling us you are cancelling, you normally have a further 14 days to send the goods back. See section 10 for a model cancellation form.
03.Cancelling before dispatch
You can cancel standard in-stock and standard print-on-demand items before dispatch under your normal statutory cancellation rights. Where an entire qualifying order is cancelled before dispatch, we will refund the payment, including any delivery charge paid.
For goods genuinely made to your individual specifications or clearly personalised, the statutory change-of-mind right may not apply. If you wish to cancel such an item, contact us as soon as possible. We will tell you whether cancellation is possible, but we cannot promise it after production has begun.
An order is dispatched when it has been handed to the carrier. Dispatch does not end the statutory cancellation right for standard goods.
04.Standard made-to-order and Printful items
Some StratMeta clothing and accessories are printed, embroidered or otherwise produced after you place an order, including items fulfilled by Printful. These are described as made to order or print on demand.
Made to order does not automatically mean personalised. Choosing a standard design, size, colour or embroidery placement from the options we offer does not, by itself, remove your normal change-of-mind cancellation rights.
For qualifying standard catalogue items, the cancellation and returns rules in sections 2, 3, 6 and 8 apply, even if manufacturing has started or StratMeta has already paid a fulfilment supplier.
Printful is our fulfilment provider for certain products. Your purchase contract is with StratMeta, and you should contact StratMeta directly about cancellation, refunds or problems with your order.
05.Personalised products and other exceptions
The statutory change-of-mind cancellation right does not normally apply to goods made to your individual specifications or clearly personalised for you—for example, a product specially made with your own name or a custom design supplied by you.
Other limited statutory exceptions may apply, including sealed goods unsuitable for return for health or hygiene reasons after unsealing, and certain sealed recordings or software once unsealed.
We assess any exception by the actual product and options selected, not merely because the item is printed after ordering, labelled made-to-order or supplied by Printful. None of these exceptions removes your statutory remedies for faulty, damaged, incorrect or misdescribed goods.
06.Returning goods after changing your mind
After you notify us that you are cancelling a qualifying order, send the goods back within 14 days. Contact us for the return address and instructions; using our preferred process helps avoid delays, but does not remove your statutory rights.
You may examine and try on clothing as you reasonably could in a shop. Please return items clean and, where reasonably possible, with their original labels and packaging. Missing packaging does not automatically prevent a return. If goods have been handled beyond what is necessary to check their nature, characteristics and fit, we may make a lawful deduction for any resulting reduction in value.
For a change-of-mind return, you are normally responsible for the direct cost of return postage. Please retain proof of posting. If goods are faulty, incorrect or not as described, different rules apply—see section 7.
07.Faulty, damaged, incorrect or misdescribed goods
All goods must meet your statutory rights under the Consumer Rights Act 2015, including being of satisfactory quality, fit for purpose and as described.
If an item arrives faulty, damaged, incorrect or not as described, contact us with your order number and details of the problem. Photographs may help us resolve the issue, but we will not make photographs an absolute condition of your legal rights.
You will normally have a short-term right to reject non-conforming goods within 30 days. Depending on the circumstances, you may instead be entitled to a repair, replacement, price reduction or final right to reject. Your rights may continue after 30 days.
Where you have a valid statutory claim, we will cover reasonable return costs and provide the remedy required by law. You do not need to keep original packaging to exercise these rights.
08.Refunds, delivery charges and payment timing
For a valid cancellation, we will refund the price paid for the goods being cancelled. If you cancel the entire order, we will also refund the outbound standard delivery charge, up to the cost of the least expensive generally acceptable standard delivery option offered for that order. Extra amounts paid for a more expensive delivery service need not be refunded unless required by law.
This applies whether delivery was priced by StratMeta or calculated through a fulfilment provider such as Printful. If you cancel only some items in an order, outbound delivery charges are not automatically refundable; we will refund any amount required by law or applicable to the remaining order.
For goods you must return, we will refund without undue delay and no later than 14 days after receiving the goods back, or after you provide evidence that you sent them back, if earlier. We may withhold the refund until we receive the goods or that evidence.
If you validly cancel before dispatch and no goods need to be returned, we will refund without undue delay and no later than 14 days after receiving your cancellation notice. Refunds will use the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.
09.Historic preorders, digital content and services
Historic preorders: StratMeta is not currently accepting new preorders. Existing standard preorder or batch-produced orders retain the cancellation rights described above. If a delivery estimate changes materially, contact us to discuss the applicable options.
Digital content: If StratMeta separately sells digital content, applicable cancellation rights and any conditions for immediate supply will be explained before purchase. The change-of-mind right may be lost after supply begins only when the relevant legal consent, acknowledgement and confirmation requirements are met.
Professional services: Development and other professional services are not purchased directly through StratMeta Shop. They are agreed separately in writing. If a service contract is made with a consumer at a distance, statutory cancellation rights may apply; any request to start within the cancellation period and the consequences of doing so will be explained as required by law.
10.How to cancel — model cancellation form
Email us at contact@stratmeta.co.uk, reply to your order confirmation, or use our contact page. Any clear statement that you are cancelling is enough; the model wording below is optional.
To: STRATMETA LTD Office 5977, 58 Peregrine Road, Ilford, England, IG6 3SZ Email: contact@stratmeta.co.uk I hereby give notice that I cancel my contract for the following goods or services: [Describe item(s) or service] Order number: [insert] Ordered on / received on: [insert] Customer name: [insert] Customer address: [insert] Date: [insert]
11.Your statutory rights
Nothing in this policy excludes or restricts your rights under applicable consumer law. This policy should be read alongside our Terms and Conditions and Privacy Policy.
If you are unsure which rule applies to your order, contact StratMeta and we will review your request.