Return & Refund Policy

First of all, we truly understand that some customers fail to receive their satisfied products for many reasons. Hence, our customer support team is always willing to listen to your words and find suitable solutions for you!

Since your merchandise is just customized for you with unique designs, we are unable to be responsible for refunds or exchanges due to the unfit issues while we've sent the correct one. For the purpose of choosing the right size and best fit, please refer to the size chart available in each product page. Please click on the Product Details link for your best fitting choice. 

Order Modifications or Cancellation

After having placed orders, please contact our Customer Support Team within the first 24 hours in case you need to make any modifications or cancellation. Over 24 hours old, the orders have already been put in production and can no longer be modified.

20% from total amount will be applied to any order cancelled on your request after 24 hours to cover the extra charges we incur.

Defective/Poor quality/Wrong design

We will proceed with the replacement without additional cost or a full refund (exclude shipping fee) of the merchandise if the return results from our error or defective product. Please send us a photograph of the poor-quality products or damaged area.

If you have any other complaints regarding the design printed on a product, please send us clear photos or video under good condition. We will check and send you a replacement as soon as possible.

Please attach the proof via email: admin@scottishclans.com for better assistance. The more detail you can give us, the easier it is for us to resolve your problems. 

Wrong Product Shipped/Missing Items

If we ship the wrong product to you, please send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost.

If there are missing items in an order, please taking pictures of the shipping label and inform us and we will send the missing item.

Package Returned To Sender

Please check your email confirmation carefully, and you should take responsibility for this matter as we allow an order modification within 24 hours.

If a package is returned to sender by the shipping courier, we will reship the package to you for free under your provided address.

If a package is returned to the sender by the shipping courier for the second time, we will reship the package to you for an extra fee (up to 50% the order's value).

If the package is returned to the sender and you don't want us to resend, we will refund you 80% of the total order. (we will keep 20% as a handling fee).

We are not responsible for losing any package using PO Box and reshipment/refund if a package is returned to the Sender due to wrong address information. If you want to resend the products, we will surcharge up to your orders' 50% value.

Items not met the customer’s expectation

If you return your product because you don’t want it anymore, please contact us for instruction within (7) days from the date your parcel was received showing on the courier’s system.

The exchange or full refund will be declined if you receive an unfit which is not our error. We might proceed with a replacement if you accept an additional charge for the shipping (up to 40% of the order’s value) or refund after minus 20% restocking fee.

Sale items (if applicable)

Only regular priced items may be refunded; Unfortunately, sale items cannot be refunded.
Return/Exchange Policy does not apply to products purchases with a Discount Code or free items.

Force Majeure

We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, pandemics, etc. Please be patient that the delivery time might last a bit longer (2-4 weeks). After three (3) months and you still have not received the products, we will replace/refund for you.

RETURN POLICY:

If you’re not satisfied, please email us at admin@scottishclans.co to start the return process within seven (7) days of receiving your item and send items back within 30 day. If 30 days have gone by since the day you receive the order (it will be based on the status on the Tracking system), unfortunately, we can’t offer you a refund or return.

The product must be in new or unused condition, with all original product inserts and accessories. We inspect all returned items and will refund you based on the condition of the item. Any item not in its original condition, damaged, or missing parts for reasons not due to our error is only accepted for a partial refund.

If you refuse to sign the order without informing us, we will charge 20% as a handling fee.

Please do not send your purchase back to the manufacturer. We will not be responsible for the return without our instruction and just accept refund 50%.

How to Return an Item 

To return your product, you should mail at admin@scottishclans.com and our Customer Support Team is always willing to guide you or please follow below steps:

- Take photos of the parcel and QR code of the products.

- With the damaged item, please provide us some clear photos showing the damage.

- Email us at admin@scottishclans.com and send us the details.

- Our Customer Support Team will provide you with our warehouse’s address.

- Provide us the tracking number stated on the shipping label once you send it to the courier/post office.

- We will not be liable for any loss or damage of any nature without our instructions. 

Please email us to confirm the warehouse, we will provide you an available one at the time.

Return address: 

Scottish Clan

Telechoice Brimbank

Kiosk 015 Brimbank Shopping Center

Neale Road, Deer Park VIC 3023 Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please make sure that:

  • The product was purchased in the last 30 days
  • The product is unwashed, unworn and unused
  • The product itself or the printing is defective OR the final product is different from the one you ordered.
  • Items in used condition are not eligible for refunds or exchanges.