Returns, Refunds & Shipping Policy

Last updated: [10/10/2025]

We get it — sometimes things don’t go to plan.

Maybe you ordered the wrong size, changed your mind, or your gear took a knock in transit. No worries. At Machine Culture, we believe good service is part of the build. We’ll always do our best to put things right, quickly and fairly — without the corporate nonsense.

1. Returns & Refunds Policy

Overview

We want you to be completely satisfied with your purchase from Machine Culture. If something’s not right, we’ll make it right — within reason and within UK consumer law.

Return Eligibility

You can return most unused, undamaged items within 14 days of receiving your order.
Items must be in their original condition and packaging.
Returns that don’t meet these conditions may be refused or subject to a restocking fee.

Non-Returnable Items

Custom-made or personalised products.
Gift cards or digital downloads.
Sale or clearance items (unless faulty).

How to Return an Item

To start a return, please contact us first at hello@machineculture.co.uk with your order number and reason for return. We’ll provide instructions and the return address.

Refunds

Once we receive and inspect your returned item, we’ll notify you by email.
If approved, a refund will be issued to your original payment method within 5–10 business days.
Shipping costs are non-refundable unless the return is due to a fault or error on our part.

Exchanges

Need a different size or product? Let us know — if the item’s in stock, we’ll arrange an exchange quickly and fairly.

Faulty or Damaged Items

If your order arrives damaged or defective, contact us within 48 hours of delivery. We’ll sort a replacement or full refund straight away.

Return Shipping Costs

Customers are responsible for return shipping costs unless the product is faulty or the wrong item was sent.

2. Shipping Policy

Processing & Dispatch

Orders are typically processed within 1–3 business days.
During busy periods or for custom products, dispatch may take slightly longer — we’ll always keep you informed.

Delivery Options

We ship throughout the UK and offer various delivery options at checkout (e.g., standard, tracked, or express). All orders include tracking where available.

Shipping Costs

Shipping fees are calculated at checkout based on order weight, destination, and chosen delivery speed.

International Shipping

We currently deliver to select international locations. Customs fees or import taxes may apply — these are the responsibility of the customer.

Missed or Delayed Deliveries

We’re not responsible for delivery delays caused by couriers, weather, or customs, but we’ll do our best to help locate or resolve any issues.

Lost Packages

If a parcel doesn’t arrive within a reasonable time frame, please contact us at hello@machineculture.co.uk. We’ll investigate with the courier and resolve the situation fairly.

Order Tracking

Once your order ships, you’ll receive a confirmation email with tracking information (where applicable).

Incorrect Address Information

Please double-check your shipping details before confirming your order. We can’t guarantee replacements or refunds for items shipped to an incorrect address provided by the customer.