Refund policy
Return & Refund Policy — the1997®
EU Consumer Right of Withdrawal Under EU law, consumers have the right to withdraw from a distance or off-premises contract within 14 days without giving a reason. However, this right does not apply to goods made to the consumer's specifications or clearly personalized. Since all our products are produced on demand and customized for each order, the 14-day right of withdrawal is excluded in accordance with Article 16(e) of Directive 2011/83/EU.
Damaged, Defective, or Incorrect Items If you receive a damaged, defective, or incorrect item, we will gladly replace it or issue a full refund. To request a replacement or refund, please contact us at support@the1997.com within 14 days of receiving your order and include:
- Your order number
- A description of the issue
- Clear photos showing the damage or defect
Once we review your claim, we will arrange a replacement or refund if the issue is confirmed.
Returns & Exchanges We do not accept returns or exchanges for products ordered in the wrong size, color, or design, or if you simply change your mind. Every item is made to order specifically for you — please review your order carefully before completing your purchase.
Lost Packages If your package appears to be lost during shipping, please contact us at support@the1997.com. We will work with the shipping carrier and our production partner to investigate and provide an appropriate solution.
Order Changes & Cancellations Because orders are processed shortly after they are placed, we cannot guarantee cancellations or changes once production has begun. If you need to update or cancel your order, please contact us at support@the1997.com as soon as possible. We will do our best to accommodate your request if production has not yet started.
Refunds Approved refunds will be processed to your original payment method. Depending on your payment provider, it may take several business days for the refund to appear in your account. Shipping costs are non-refundable unless the return is due to our error or a defective product.
Contact Us For any questions about this Return & Refund Policy or assistance with your order, please contact us at support@the1997.com.