Returns & Refunds Policy

1. Returns & Cancellations

If you are unhappy with your product or have simply changed your mind, you may return products within 30 days of delivery or within 30 days of cancellation, whichever is later.

2. Exceptions

You cannot cancel or return orders for:

a) Bespoke or personalised items, including, without limitation, Record Participant Certificates;

b) Digital products that you have downloaded.
We will not accept returns of these products and no refund will be given for them.

3. How to return your products

a) Please contact our customer services team to find the address for returns in your region.

b) Include a note giving:

    i. Your name and address
    ii. A contact phone number and email address
    iii. Your order number
    iv. If the order was for several items and you are only returning some of the items,
         explain which items are being returned
     v. The reason for the return

c) Returned products must be sent by a method that provides you with proof of posting.

d) Unless you are returning goods that are faulty (and we agree that they are), you must pay the cost of returning your goods to us.

4. Refunds and Exchanges

Goods returned in as-sold condition within 30 days of delivery or cancellation are eligible for either a refund or exchange. We are entitled to withhold any refund until we have received the relevant products.

You must take reasonable care of the products while they are in your possession, and we may deduct from any refund any loss in value of the products supplied if that loss is a result of your use, misuse or handling of the products over and above what is reasonably necessary to test their size, fit and suitability.

5. Cancellations

If you cancel your order before we dispatch your products, we will refund you the price actually paid by you for the goods and our standard delivery charges within 14 days from the date of your cancellation.

If you cancel your order after we have dispatched your goods, we will refund you as set out in below.

6. Returns

If you have returned your products in accordance with the rules on this page and if your products are eligible for a refund, we will refund the price actually paid by you for the returned products and our standard delivery charges within 14 days after our receipt of the goods.

If your goods are eligible for a refund, we will credit your payment card with the price actually paid by you for the returned products and our standard delivery charges within 14 days after our receipt of the products or, if you cancel your order before we dispatch your products, within 14 days from the date of your cancellation. We will not pay refunds in cash.

7. Faulty Goods

If you are returning your goods because they are faulty, before we can agree to reimburse you for any damaged or faulty products, you must send our customer services team a photograph of the faulty or damaged products, which must:

a) Show the printed back neck label and/or design so that the products are clearly identifiable as the products supplied by us or our fulfilment provider;

b) Clearly show the faults, errors or damage in question;

c) If the issue is related to garment size:

   i. The customer must place a tape measure across the garment showing the full width of the flat garment (being the width measured on a flat garment under the arms)
   ii. To be considered faulty, the width must show a greater than ten percent (10%) difference between the garment as measured and the published size chart;

d) If the issue is related to garment colour, the photograph must be taken in natural light.

e) If you have complied with the above and the Terms and Conditions and we or our fulfilment company (as applicable) agree that the product is faulty or damaged, we will refund you the cost of the faulty products, our delivery charges and your reasonable return costs.

Terms and Conditions Apply

All returns, refunds and exchanges are subject to Guinness World Records’ Terms and Conditions of Sale, which can be found here.

Customer Services

For further information about returns or your order generally, please submit your query via our contact us form

Last updated: 6 May 2025