Refund policy

The Sanity Annex: Return & Refund Policy

Requisition Cancellations & Returns

At The Sanity Annex, all assets are printed specifically for your requisition at the moment of order. Because these items are custom-made for you, we do not accept returns or offer refunds for change of mind, buyer’s remorse, or incorrect size selection. We encourage you to consult our size charts carefully before finalizing your requisition to ensure your continued sanity upon delivery.

Damaged and Fulfillment Issues

Please inspect your order immediately upon reception. If the asset is defective, damaged, or if you receive the wrong item (e.g., a "Chicken" mug when you ordered a "TACO" mug), you must contact us within 30 days of delivery at requisitions@thesanityannex.com.

To resolve a fulfillment issue:

1. Send a clear photograph of the damaged or incorrect item.

2. Include your order number.

3. Our logistics team will evaluate the evidence and, if approved, will deploy a replacement or issue a full refund.

Return Shipping Fees:

- For Defective/Incorrect Items: There is no cost ($0.00) to the customer. We will provide a return label or ship a replacement at our expense.

- Return Method: All returns for defective items are handled by mail.

Exceptions / Non-returnable Items

As noted, personalized and custom-printed goods are non-returnable. Additionally, we cannot accept returns on sale items or gift cards.

Exchanges

Since every item is made to order, we do not perform traditional exchanges. If your item is defective, we will replace it. If you simply desire a different item or size, a new requisition must be placed.

European Union 14-Day Cooling Off Period

Under the Consumer Contracts Regulations, the 14-day "cooling off" period typically applies to online purchases. However, this right does not apply to goods made to the consumer's specifications or clearly personalized. As all Annex products are printed-on-demand to your specific order, they fall under this exemption. Your statutory rights regarding faulty or misdescribed goods remain unaffected.

Refunds (When Applicable)

If a refund is approved due to damage or fulfillment error, you will be notified via the Annex communication channels. The refund will be processed to your original payment method within 10 business days. Please note that your financial institution may require additional time to post the credit to your account.

Contact Information

For questions regarding returns or fulfillment issues, please contact our support team. Do not mail items to any address without prior authorization from our logistics team.

- Email: requisitions@thesanityannex.com

- Support Hours: Within 12 hours, Monday through Saturday.

- Origin: The Sanity Annex is a UK-based creative collective with fulfillment operations based in the United States.