Refund policy

Returns & Refunds Policy

Last updated: Thursday 24 September 2026

Thank you for purchasing from Totally Trash Panda, a trading name of Johanna Amy Lambert.

We want you to be happy with your purchase. This Returns & Refunds Policy explains when you can return a product, how refunds work and what to do if your order arrives damaged, defective or incorrect.

This policy applies to purchases made through www.totallytrashpanda.com.

Nothing in this policy affects your statutory consumer rights under applicable UK or EU law.

1. About Us

Johanna Amy Lambert
Trading as Totally Trash Panda

hello@totallytrashpanda.com

www.totallytrashpanda.com

We are a sole trader business based in the United Kingdom.

We use third-party print-on-demand and fulfilment providers, which may include Printful, Gelato and other fulfilment partners, to manufacture and dispatch some or all of our products.

Your contract for the purchase of products is with us, not with our fulfilment provider.

2. Your Statutory Right to Cancel

If you are a consumer purchasing goods from us online, you generally have a legal right to cancel your order without giving a reason.

For most goods, the cancellation period is 14 days from the day after you receive the goods.

You then have a further 14 days to return the goods after notifying us that you wish to cancel.

This statutory cancellation right applies even where a product is manufactured or printed after you place your order, unless a specific legal exception applies.

UK government guidance confirms that online customers generally have 14 days after receiving goods to notify the trader that they wish to cancel, followed by a further 14 days to return them.

EU consumers generally have a similar 14-day withdrawal period for online purchases.

3. How to Cancel an Order

If you wish to cancel an order under your statutory cancellation right, please contact us at:

hello@totallytrashpanda.com

Please include:

your full name;
order number;
the product(s) you wish to return; and
confirmation that you wish to cancel the purchase.

You may simply state that you wish to cancel. You do not have to provide a reason.

You may also use the model cancellation form included in our Terms & Conditions, but you are not required to use it.

Once you have notified us that you are cancelling, we will provide you with the appropriate return instructions.

Please do not send a return directly to Printful, Gelato or another fulfilment facility unless we specifically instruct you to do so. Please do not return to the Totally Trash Panda address listed on the website, that is only for letters. When you contact us, we'll give you the product return address.

4. Returning Products

If you exercise your statutory right to cancel, you must normally send the goods back to us or our nominated returns address within 14 days of telling us that you wish to cancel.

The applicable return address and instructions will be provided after you contact us.

Products should be returned in a condition that allows us to assess them.

You may handle the product to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you would reasonably be able to inspect it in a shop.

If you handle the product beyond what is reasonably necessary and this results in a reduction in its value, we may be entitled to make a deduction from the refund where permitted by law.

You should retain proof of postage until your return has been processed.

5. Return Postage for Change-of-Mind Returns

Where you exercise your statutory right to cancel simply because you have changed your mind, you are normally responsible for the direct cost of returning the product to us, provided that we informed you of this before you placed your order.

This does not apply where the product is faulty, damaged, incorrect or otherwise does not conform to the contract.

For EU consumers, sellers must inform customers in advance where the customer is expected to pay return postage; otherwise, the seller may be responsible for those costs.

6. Refunds for Cancelled Orders

When you validly exercise your statutory right to cancel, we will refund the payments we have received from you in accordance with applicable law.

This normally includes the cost of the standard delivery option you selected.

If you chose a more expensive delivery method, such as express delivery, we are generally only required to refund the cost of the least expensive standard delivery option we offered.

UK regulations provide for reimbursement of the standard delivery cost rather than additional costs resulting from a more expensive delivery option.

We will normally issue your refund using the same payment method used for the original transaction, unless otherwise agreed with you or required by law.

Where you have returned goods to us, we may withhold the refund until:

we have received the returned goods; or
you provide evidence that you have sent the goods back,

whichever happens first, where permitted by applicable law.

UK rules generally require the refund to be made within 14 days of receiving the returned goods or evidence of return, as applicable.

7. Faulty, Damaged or Incorrect Products

If your product arrives:

damaged;
defective;
incorrectly printed;
incorrectly manufactured;
materially different from the product description; or
different from what you ordered,

please contact us at:

hello@totallytrashpanda.com

Please provide:

your order number;
a description of the problem; and
clear photographs of the product and packaging where possible.

We may ask for photographs because our products are manufactured and fulfilled by third-party providers and we may need to investigate the issue with the relevant fulfilment provider.

We will not require you to resolve a faulty-product issue directly with Printful, Gelato or another fulfilment provider.

Your contract is with us and we remain responsible for providing the remedies required by applicable consumer law.

Depending on the circumstances and applicable law, we may offer:

a replacement;
a repair, where appropriate;
a refund;
a price reduction; or
another remedy required by law.

8. Products Damaged During Delivery

If your order arrives damaged, please contact us as soon as reasonably possible.

Please take photographs of:

the damaged product;
the outer packaging;
the shipping label; and
any visible damage to the packaging.

This information helps us investigate the issue with our fulfilment or delivery partner.

Please do not dispose of the damaged product or packaging until we have advised you what to do, where reasonably possible.

You will not lose your statutory rights because you did not report damage immediately.

9. Incorrect Products

If you receive a product that is different from the product you ordered, please contact us.

For example, this may include:

the wrong design;
the wrong product;
the wrong size where we supplied a different size from the one ordered;
incorrect personalisation caused by an error on our part; or
an incorrect quantity.

We will arrange an appropriate remedy in accordance with your statutory rights.

Where the error is ours, we will not expect you to pay the return costs.

10. Print-on-Demand Products

Our products may be manufactured specifically after you place an order.

This means that we do not necessarily hold finished stock ourselves.

Instead, your order may be transmitted to a print-on-demand fulfilment provider such as Printful or Gelato, which produces and dispatches the product.

Being a print-on-demand product does not, by itself, remove your statutory cancellation rights.

Where the law gives you a right to cancel, we will honour that right.

11. Personalised Products

Some products may be personalised according to information or content supplied by you.

Examples include products containing:

your name;
your initials;
a personal message;
a photograph supplied by you;
your chosen wording;
your own artwork; or
another design or specification that is unique to you.

Where a product is genuinely made to your specifications or clearly personalised and the applicable legal exception applies, you may not have a statutory right to cancel simply because you have changed your mind.

UK government guidance recognises that genuinely personalised goods can fall within an exception to the normal cancellation right, but also makes clear that merely producing a standard product after an order is received does not automatically make it bespoke.

EU consumer rules similarly recognise an exception for goods made to order or clearly personalised.

Where an exception applies to a particular product, we will make this clear before you purchase it.

Personalisation does not remove your rights if the product is faulty, damaged, incorrectly produced or otherwise does not conform to the contract.

12. Personalisation Errors

If you provide incorrect personalisation information, such as:

a misspelled name;
an incorrect date;
incorrect wording; or
an incorrect photograph,

you may not be entitled to a refund simply because the product contains the information you supplied.

Where, however, we or our fulfilment provider made an error when reproducing the information you correctly supplied, please contact us and we will investigate and provide an appropriate remedy.

13. Exchanges

We do not automatically offer exchanges for change-of-mind purchases.

If you wish to change the size, colour, design or product you ordered, please contact us.

Where the law gives you a right to cancel, you may instead exercise that right and place a new order, subject to the applicable return requirements.

This does not affect your rights in relation to faulty, damaged or incorrectly supplied goods.

14. Refunds for Products That Are Not Faulty

If you are exercising your statutory cancellation right because you have changed your mind, the refund will normally cover:

the price of the returned product; and
the cost of standard delivery originally paid.

It will not normally include:

additional delivery charges resulting from choosing an express or premium delivery service;
return postage where you are responsible for those costs; or
any lawful deduction for diminished value caused by handling beyond what was reasonably necessary to inspect the product.

15. Refunds for Faulty or Incorrect Products

Where a product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will cover reasonable return costs where required by applicable law.

We will provide the remedy required by the applicable consumer legislation.

You should not normally be required to pay return postage for a product that is faulty or was supplied incorrectly.

16. Products That Cannot Be Returned

Certain goods may be excluded from statutory cancellation rights where a specific legal exception applies.

For our business, this may include genuinely personalised or bespoke products.

Other exceptions may apply depending on the nature of a particular product.

We will not claim that a product is non-returnable merely because it was produced on demand.

Where a statutory exception applies, the relevant product listing or pre-contract information will make this clear.

17. Hygiene and Sealed Products

Where a product is legally excluded from cancellation because it is supplied sealed for health or hygiene reasons and the seal has been broken, we will explain this on the relevant product page where applicable.

This does not affect your rights where the product is faulty or otherwise does not conform to the contract.

18. Return Condition

For change-of-mind returns, products should be returned in a condition consistent with the handling reasonably necessary to inspect them.

You should not:

wash clothing before returning it;
alter or modify products;
remove permanent labels unnecessarily;
damage the product; or
use the product beyond what would reasonably be permitted when inspecting it in a shop.

Where permitted by law, we may take account of diminished value caused by handling beyond what is reasonably necessary.

This does not apply in a way that restricts your statutory rights concerning faulty or incorrectly supplied goods.

19. Lost Returns

If you are responsible for returning a product, we recommend using a tracked or otherwise appropriately insured postal service.

Please retain your proof of postage until the return has been processed.

If a return is lost in transit, we may ask for evidence that you sent it.

This does not affect your statutory rights.

20. Products Refused or Returned Because of Incorrect Address Information

You are responsible for providing accurate delivery information when placing your order.

If an order is returned because you provided an incorrect or incomplete delivery address, please contact us.

Depending on the circumstances, we may be able to arrange redelivery.

Additional delivery charges may apply where the failed delivery resulted from incorrect information supplied by you, to the extent permitted by law.

This does not affect your statutory cancellation rights.

21. Uncollected or Refused Deliveries

If you refuse delivery or fail to collect a parcel, please contact us rather than simply allowing the parcel to be returned.

A refused or uncollected parcel does not automatically cancel your contract.

Where you wish to exercise your statutory cancellation right, please notify us clearly.

22. International Returns

If you are returning a product from outside the United Kingdom, please contact us before sending it.

We will provide the appropriate return instructions.

Where you are exercising a statutory cancellation right and you are responsible for the return postage, you may be responsible for the direct cost of returning the product.

Where the product is faulty, damaged or incorrectly supplied, we will provide the remedy and cover applicable return costs where required by law.

We are not responsible for additional customs duties or charges arising from a return where those costs are properly attributable to the returner's actions.

23. Customs and Import Charges

For orders delivered outside the United Kingdom, customs duties, import taxes and other local charges may apply depending on the destination country and the shipping arrangement.

Where these charges are legally payable by the customer, they are not normally refundable by us simply because you decide not to accept delivery.

If you are exercising a statutory cancellation right or returning faulty or incorrectly supplied goods, please contact us before arranging the return so that we can provide appropriate instructions.

24. Refund Processing Times

Once a refund has been authorised, the time it takes for the money to appear in your account can depend on your bank or payment provider.

We will initiate the refund within the period required by applicable law.

After we have processed the refund, any additional processing time is generally outside our control.

25. Refunds for Promotional Orders

If you return an item purchased as part of a promotion, discount or bundle, the refund will be calculated in accordance with the terms of that promotion and applicable law.

Where returning one item affects your eligibility for a promotional discount, we may recalculate the amount of the refund accordingly where permitted by law.

We will not use promotional terms to remove or restrict statutory consumer rights.

26. Gift Orders

If an item was purchased as a gift and the recipient wishes to return it, the statutory cancellation rights normally belong to the person who entered into the purchase contract with us.

Please contact us if you need assistance with a gift return.

27. How to Request a Return

To request a return or refund, please contact:

hello@totallytrashpanda.com

Please provide:

Order number:
[ORDER NUMBER]

Name:
[NAME]

Product:
[PRODUCT NAME]

Reason for return:
[OPTIONAL]

Photographs:
[WHERE RELEVANT]

We will then provide the appropriate instructions.

28. Return Address

Please do not send products to our business address unless we specifically tell you to do so.

Our return address may differ depending on the product and fulfilment arrangement.

Return address:
PROVIDED ONLY AFTER RETURN REQUEST

We may use a fulfilment or returns facility operated by one of our service providers.

29. Statutory Rights

Nothing in this policy limits or excludes your statutory rights.

For UK consumers, these rights include protections under applicable consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For EU consumers, mandatory consumer protection laws applicable to the transaction continue to apply.

EU consumers generally have a 14-day withdrawal period for distance purchases and legal protections where goods are defective or do not conform to the contract.

If there is a conflict between this policy and a mandatory legal right that applies to you, the mandatory legal right will prevail.