Refund policy

Last updated: 3/10/25.

1. Made-to-Order Products

All products sold through The Knightstrider are made to order and fulfilled by our production partner Printful.
Each item is printed or embroidered specifically for you once your order is placed. For that reason, we cannot accept returns, exchanges, or cancellations for change of mind, incorrect sizing, or buyer’s remorse.

Please double-check your order details (size, colour, shipping address) before checkout.

2. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 calendar days of delivery at shop@theknightstrider.com.
Include:

  • Your order number

  • Clear photos of the issue (the product and packaging)

Once verified, we’ll arrange one of the following at no extra cost to you:

  • A replacement of the affected item, or

  • A refund to your original payment method

We may not require you to return the original item; Printful will advise case-by-case.

3. Lost or Undelivered Orders

If your order appears lost in transit or hasn’t arrived within 30 days (UK/EU) or 45 days (international) of shipment, please email shop@theknightstrider.com so we can investigate with our fulfilment partner.
Replacements or refunds will be issued once the carrier confirms the loss.

Orders returned to Printful due to an incorrect or incomplete address, unclaimed parcel, or customs refusal are not automatically refunded. You can request reshipment by paying the new shipping cost.

4. Returns for Customised Goods

Under EU and UK consumer law, the standard 14-day “right of withdrawal” does not apply to custom-made or personalised products (Article 103(c) of the EU Consumer Rights Directive).
Because our products are produced on demand, once an order has entered production it cannot be cancelled or refunded except in the cases listed above.

5. Exchanges

We do not offer size or style exchanges for made-to-order items.
If you received an item with the wrong size label or a production error, please contact us within 7 days of delivery — we’ll replace it free of charge.

6. Refund Processing

Approved refunds will be issued to your original payment method. Processing times may vary depending on your bank or payment provider (typically 5–10 business days).

We cannot issue refunds to alternative cards or accounts.

7. Return Address

Our fulfilment partner Printful manages all product returns. Returns should not be sent to our business address in Spain.
If a return is authorised, you will receive the correct Printful return address by email.

Unauthorised returns sent to any other address cannot be processed.

8. Contact

For any questions about refunds, replacements, or return eligibility, please contact:

📧 shop@theknightstrider.com
📍 The Knightstrider
Calle Rodeo 6, Royal Palm Apto 149, Los Cristianos, Arona 38650, Spain
📞 +34 922 75 11 30