For the items produced and sold directly by us
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Customers can request and manage returns themselves from their accounts by following this link.
Alternatively, to start a return, you can contact us at firstname.lastname@example.org. Please note that returns will need to be sent to a specific address, which depends on the production partner your order has been linked to.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
For the items procured by CONTRADO
Returns, Refunds and Cancellations
1. PERSONALIZED PRODUCTS
Our Return PolicyWe want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at Contrado Imaging Ltd. is handmade, there is some potential for human error. Usually, our quality control department will pick this up and everything will be handled before your order is even dispatched. However, on the rare case that something does slip through, all you need to do is let us know. Take a look at the details below on how to do that:
If a product is faulty in any way, you can return it within 14 days. Contact our customer services team using the contact form, quoting your name and order number.
A customer service representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team.
- In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
- If the fault cannot be verified over email, you may need to return the item to us for inspection
- In that instance, a determination can then be made as to the state of the product
- Please do not send your products back to Contrado Imaging Ltd. without contacting a member of our team first
Please note we work in accordance with these provisions:
Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been personalized or customized specifically for you.
- Faulty Goods:To return faulty goods you need to first contact a member of our Customer Services Team using the contact form.
It is only when we receive the item in its original state, that Contrado Imaging Ltd. will redo or recommend a remedy for a faulty item.
Please note: if the product is in an used condition, we will not be able to offer you a remedy for faulty workmanship where we may repair the item. Where there is a minor fault, we may suggest an alternative remedy.
Our Refund PolicyBefore you receive your items - Things don’t always go to plan, and we know that. That’s why we wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team who will be more than happy to help. Within these 30 minutes, if you contact us to cancel the order, we will be able to issue a full refund.
When you place an order with Contrado Imaging Ltd. through any of its trading names, it’s not just a product that you are purchasing, but a service as well. We handmake every product and personalize it to order, so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. A customer service team member will be able to advise further.
No matter what, we will always be able to help you. Contact our amazing customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.
After you receive your items - We want you to be happy with your order, and if for any reason you’re not, please do let us know. We value your feedback. As all products are personalized to order, these are never re-saleable, which means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.
Check Text - If there is text in your design then check the spelling of everything before you submit. We don’t personally check every word that comes through and cannot be held responsible for any spelling errors that are featured in your design.
Check Sizes –Every page has details on the sizing of a product (especially clothing – which comes with a full size-chart) so make sure that you order in the right size. Check body measurements if you need to rather than using the size range as it is more accurate. If you have any questions please contact us, we do everything we can to make sure you have all the information you need to be able to order the right size.
- Preview Your Design – You are able to preview your design in the interface on our website, allowing you to see what your finished item(s) will look like. Use this feature, double check everything is as desired and in the right size/shape/position. Again, if you are unsure of anything, please get in touch with our customer service team. Please note that this is only a preview to give you a general idea of how your product will come out and you should always refer to the design interface (see the ruler, bleed area, cutting or stitching lines, etc) to correctly set up your design.
If you wish to raise any concern within 14 days of receiving your order, please use our contact form and provide your order number and a short summary along with pictures. Our dedicated team will get back to you on average within 12 working hours. As per law, the goods cannot be returned because they were made according to your specifications or were personalized by you. We may, at our discretion, look into other solutions.
2. NON-PERSONALIZED PRODUCTS
Our Return & Refund PolicyYou have the right to cancel your contract for the purchase of a non-personalized product, if you notify us of the cancellation no longer than 14 days after the day following the day on which the product is delivered. You must return the unused non-personalized product to us within 14 days of notifying us of the cancellation, and you must pay for the return of the unused non-personalized product to our nominated address.
In the unlikely event of a manufacturing fault, it will be repaired or replaced free of charge. Manufacturer faults cover scratches on the product, stitching issues and hemming issues. We, the manufacturer, will decide what falls under manufacturer faults.
All orders made through wholesale accounts are regarded as Business to Business contracts and are not covered by Consumer rights act as wholesale accounts are regarded as businesses. Businesses cannot expect a legal remedy in respect to fair wear and tear, misuse or accidental damage, or if they decide that they no longer want the item.
Within 30 minutes - We wait 30 minutes after you place your order before we start making it. Within these 30 minutes, you are welcome to contact us if you wish to edit or if you change your mind. If you have any questions about your order or have any doubts about your design get in touch with our friendly customer service team using our contact form. They will be more than happy to help and can offer a full refund.
After 30 minutes - We handmake every product to order, so as soon as we start production of your items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after 30 minutes of placing the order, a mandatory 20% charge will incur.
For the items procured by PRINTFUL
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at email@example.com!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at firstname.lastname@example.org with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at email@example.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Last updated on June 3, 2022
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful's facility isn't used as the return address, you would become liable for any returned shipments you receive.
Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
If you haven't registered an account on printful.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
Printful does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Returned by Customer - It is best to advise your end customers to contact you before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
therefore Printful reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
For more info on returns, please read Printful FAQs.