Returns & Refunds

We want you to love your Labrats gear. This policy sets out when you can return an item, how the process works, and your statutory rights.

The Site is operated by The Metavision Multimedia Limited, a company registered in England and Wales, trading as Labrats. Our products are produced on demand by Printful.

1. Your statutory rights

This policy is in addition to your statutory rights under:

the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — which give you a 14-day cooling-off period for most online purchases; and
the Consumer Rights Act 2015 — which requires goods to be of satisfactory quality, fit for purpose and as described.

Nothing in this policy limits those rights.

2. 14-day cooling-off period

For most items you have 14 days from the day you receive your order to tell us you want to cancel. You then have a further 14 days to send the goods back.

To cancel, email contact@themetavision.co.uk with your order number and the reason for cancellation, or use the model cancellation form at the end of this page.

We will refund the price of the goods plus standard outbound delivery within 14 days of receiving the goods back, or within 14 days of you providing evidence of return — whichever is earlier.

Conditions for return

To qualify for a full refund the item must be:

unworn, unwashed and unused;
in its original condition with all tags attached;
returned in suitable packaging.

We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to check the item.

3. Items that cannot be returned for change of mind

The 14-day cooling-off right does not apply to:

products made to your specification or clearly personalised (for example, custom names, custom designs or commissions);
digital downloads once delivery has begun, where you have agreed to immediate access;
gift cards.

This restriction does not affect your right to return a faulty or misdescribed item — see Section 5.

4. Print-on-demand and sizing

Most of our garments are printed to order. Because each item is made individually:

we cannot accept returns for "wrong size" if the size you ordered matches our size guide and was shipped correctly. Please check the size guide before ordering.
minor variations in print position, colour saturation and fabric tone are normal and are not defects.

If a size or fit is genuinely not right and the item is unworn and tags-on, contact us within 14 days and we will do our best to help.

5. Faulty, damaged or wrong items

If your item arrives faulty, damaged or you received the wrong product, contact us within 30 days of delivery at contact@themetavision.co.uk with:

your order number;
a clear photograph of the issue;
a brief description of what is wrong.

We will arrange a free replacement or a full refund (including original shipping) at no cost to you. You do not need to return the item unless we ask you to.

Under the Consumer Rights Act 2015, you may also have the right to a repair, replacement or refund for up to six years for items that prove faulty.

6. How to return an item

Email contact@themetavision.co.uk with your order number and reason for return.
We will reply with a returns address and any reference number.
Pack the item securely with a copy of your order confirmation.
Send it back using a tracked service. Keep your tracking receipt — we recommend tracked delivery because we cannot refund items lost in return transit.
Once received and inspected, we will issue your refund to the original payment method within 14 days.

Who pays for return postage?

Faulty / wrong / damaged items: we cover the cost.
Change of mind / unwanted items: you cover the cost.

7. Refunds

Refunds are issued to the original payment method via Stripe. Your bank may take 3–10 working days to display the refund after we issue it. We will let you know by email once a refund has been processed.

If you paid with a card that has since expired or been cancelled, contact us and we will arrange an alternative method.

8. Exchanges

We do not offer direct exchanges. If you want a different size or design, return the original item under this policy and place a new order.

9. Lost or undelivered parcels

If your tracking shows your parcel as delivered but you have not received it, please:

check with neighbours and any household members;
ask your local sorting office or carrier depot;
contact us within 30 days so we can investigate with the carrier.

If a parcel is genuinely lost in transit we will arrange a replacement or refund.

10. Model cancellation form

To: The Metavision Multimedia Limited (contact@themetavision.co.uk)

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Order number: Ordered on: Received on: Name of consumer(s): Address of consumer(s): Signature (only if this form is notified on paper): Date:

11. Contact

Returns and refund queries: contact@themetavision.co.uk.