Last updated: April 2026

1. Overview

Shift The Story offers both digital products and physical products, including made-to-order framed prints.

Due to the nature of these products, different refund terms apply depending on the product type.

2. Digital Products

All digital products (including guides and downloadable materials) are delivered instantly after purchase.

Because of this, digital products are non-refundable once accessed or downloaded, except in limited circumstances outlined below.

3. Physical Products (Framed Prints)

All physical products are made to order and fulfilled through our production partner Printful.

Each item is produced specifically for your order, rather than held in stock.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, misprinted, or incorrect, you are eligible for a replacement or refund.

To request this, you must contact us within 14 days of delivery and include:

• Your order details
• A clear photo of the issue

Once verified, a replacement or refund will be arranged at no additional cost.

5. Return Conditions (Physical Products)

We only accept returns for physical products that are:

• Damaged
• Defective
• Incorrect

To be eligible for a return:

• The item must be unused
• It must be in its original condition
• Proof of purchase is required

6. Return Process

To request a return, contact:

Email: hello@shiftthestory.co.uk

Include:

• Your order number
• A description of the issue
• Supporting images where applicable

We will review your request and provide return instructions if approved.

7. Return Shipping

• If the item is confirmed as damaged, defective, or incorrect, return shipping will be covered by us
• We do not accept returns for any other reason

8. Returns & Change of Mind

Because all physical products are made to order, we do not accept returns or offer refunds for:

• Change of mind
• Incorrect size selection
• Personal preference

Please ensure you review product details carefully before purchasing.

9. Refunds

Once a return is received and inspected:

• You will be notified of the outcome
• If approved, your refund will be issued to your original payment method

Processing time: 3–5 business days after approval

10. Refund Eligibility (All Products)

Refunds may be considered in limited cases, including:

• Duplicate charges
• Failed delivery due to production error
• Unresolved technical issues (digital products)

All requests are reviewed on a case-by-case basis.

11. Requesting a Refund or Support

If you believe you are eligible for a refund or replacement, please contact us within 14 days of purchase or delivery.

Include:

• Your name
• Email used for purchase
• Product purchased
• Description of the issue

12. Contact

Shift The Story

Email: hello@shiftthestory.co.uk

We aim to respond to all enquiries within a reasonable timeframe.