Returns, Refunds & Exchanges Policy
Last updated: 2 October 2026
Our approach
We want you to be confident when ordering from FilmsJackets. This policy explains both your statutory rights and our additional 30-day voluntary returns arrangement for eligible standard products.
Your statutory rights are not reduced by this policy.
1. Standard online orders: UK cancellation rights
If you are a UK consumer and order a standard product online, you normally have 14 days after the day you receive it to tell us that you wish to cancel, even if the product is not faulty.
After notifying us, you normally have a further 14 days to send the product back.
You do not need to give a reason. Selecting the wrong standard size does not by itself remove this right.
We also offer a voluntary 30-day return period for eligible standard products, measured from delivery. The voluntary period does not replace or reduce your statutory rights.
2. Condition of returned standard goods
You may inspect and try on a product as you reasonably would in a shop. Please keep tags attached where possible and return the item with accessories and packaging where reasonably practicable.
If handling goes beyond what is reasonably necessary and reduces the value of the goods, we may make a lawful deduction from the refund to reflect the loss in value.
Items that have been worn beyond trying on, altered, damaged after delivery, heavily scented, stained or otherwise used may not qualify for a full voluntary-policy refund, subject always to your statutory rights.
3. How to request a return
Contact us at filmsjackets@gmail.com with your order number and the item(s) you wish to return. You may also use our model cancellation form.
We will email you the return instructions and the correct return address. Please do not send returns to our registered office, as it is not a returns address.
Requesting return instructions helps us identify and process the parcel, but it does not remove any statutory right to cancel.
4. Return postage
For a change-of-mind return of a standard item, you are responsible for the direct cost of returning the goods unless we state otherwise.
If the goods are faulty, damaged on arrival, not as described or we sent the wrong item, we will arrange or reimburse reasonable return costs in accordance with your rights.
5. Refunds
For a valid statutory cancellation, we will refund the product price and the cost of the least expensive standard delivery option we offered. If you chose a more expensive delivery method, the additional amount does not have to be refunded.
We will normally make the refund within 14 days after receiving the returned goods, or within 14 days after you provide evidence that you sent them back, whichever is earlier where the law requires.
Refunds are made to the original payment method unless we lawfully agree otherwise.
6. Exchanges and sizing
If you prefer an exchange for another standard size, contact us and we will explain availability and any shipping steps.
An exchange is an option, not a substitute for statutory cancellation rights on eligible standard goods.
7. Faulty, damaged or incorrectly supplied goods
If a product is faulty, damaged, not as described or is not the product you ordered, contact us as soon as reasonably possible and include photographs where helpful.
We may ask for photographs or other reasonable evidence to help us investigate. Telling us quickly helps us resolve the problem faster, but it does not affect your statutory rights.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair or replacement.
8. Personalised, made-to-measure and genuinely bespoke goods
The change-of-mind cancellation right normally does not apply to goods made to your personal specifications or clearly personalised, such as a jacket produced to your individual body measurements, custom embroidery, or a special design created specifically for you.
A product is not treated as bespoke merely because it is produced after you order it. Standard-size made-to-order products remain subject to the normal rules unless another legal exception applies.
Bespoke products remain covered if they are faulty, not as described or otherwise fail to conform to the contract.
9. Cancelling before dispatch
For standard goods, contact us immediately if you wish to cancel. We do not charge a percentage cancellation fee merely because you exercise a statutory cancellation right.
For genuine bespoke or personalised orders, cancellation rights may not apply. If production has not started, we may choose to accept a cancellation as a goodwill measure; if it has started, we may be unable to do so.
10. Event, costume and seasonal purchases
The fact that a product was purchased for Halloween, Christmas, a convention or another event does not by itself remove statutory cancellation rights.
We may reduce a refund where lawful if the item has been worn or handled beyond what is reasonably necessary to inspect it. Items genuinely personalised for an event may fall within the bespoke-goods exception.
11. International customers
If you live outside the UK, local mandatory consumer laws may give you different or additional rights. This policy does not remove rights that cannot lawfully be excluded.
Contact
Prime Promo Gear Ltd trading as FilmsJackets
Returns and customer support: filmsjackets@gmail.com