Returns & Refunds — 1291 Supply Co.

Made-to-order: what that means for returns

No general buyer’s-remorse returns Every item is custom-made to order just for you (print-on-demand). Because of that, there is no general right of withdrawal or buyer’s-remorse return for these personalised goods. This mirrors the standard EU distance-selling exemption for customised goods, and Swiss law does not provide a statutory cooling-off period for most online purchases. Please choose your item, size and options carefully before ordering — we cannot accept returns simply for a change of mind.

What we always put right

We stand behind everything we make. We will provide a free replacement or a full refund if your item arrives:

Defective — a manufacturing fault (e.g. faulty stitching, a hole, peeling print);
Damaged in transit;
Misprinted — wrong colour, off-centre or incorrect design versus what you ordered; or
The wrong item — not what you ordered.

To qualify, please contact us with a clear photo within 14 days of delivery (see the steps below).

Sizing

Because every item is made to order, we cannot accept size-related returns or exchanges once an order is placed. Sizing is personal — please check the size chart on each product page before you order. If an item instead arrives faulty or not as ordered, that is covered above.

How to make a claim — step by step

Email us within 14 days of delivery at hello@1291supply.ch.
Include your order number (from your confirmation email).
Describe the issue (defective, damaged, misprinted, or the wrong item).
Attach a clear photo of the item — and, for a misprint, a photo that shows the problem, and for damage, a photo of the packaging too.
We’ll review and reply promptly with the resolution — a free replacement or a refund.

In most cases you will not need to ship the item back for a defect, damage or misprint — a photo is usually enough. If a return is needed, we’ll tell you where to send it and cover the reasonable cost for eligible claims.

Refunds

Approved refunds are issued to your original payment method. As Fourthwall is the merchant of record and processes payments (via processors such as Stripe and PayPal), refunds are handled through Fourthwall and its processor. Once approved, please allow a few business days for the refund to appear, depending on your bank or payment provider. Any tax charged is refunded together with the item price where applicable.

Cancellations

Because production begins quickly, we can only cancel or change an order if it has not yet entered production. If you need to cancel, email hello@1291supply.ch as soon as possible with your order number, and we’ll do our best.

What isn’t covered

Change of mind on a correctly produced, made-to-order item;
Ordering the wrong size, colour or option when the item matches what you ordered;
Normal wear and tear, or damage caused by misuse or incorrect washing/care;
Minor, expected variations in colour, print placement or embroidery inherent to print-on-demand (see our Terms & Conditions).

Your statutory rights

This policy is offered in addition to, and does not limit, any mandatory consumer rights you have under the law of your country of residence. Where those rights give you more protection, they apply.

Need help?

We’re here for you. Email hello@1291supply.ch with your order number and we’ll sort it out. See also our Shipping Policy and Terms & Conditions.