Welcome to our comprehensive guide to shipping and returns. We have curated our policy to address common concerns and ensure a seamless shopping experience for our customers. Our goal is to provide clarity and convenience whenever an issue arises with your order.
Return Policy Overview
Here’s what you need to know about our return policy:
- Claims Submission: Submit any claims for misprinted, damaged, or defective items within 30 days of product receipt.
- Lost Packages: If your order went missing during transit, please file a claim no later than 30 days following the estimated delivery date.
- Our Responsibility: We will cover all expenses if the error is acknowledged as ours.
If an issue is identified with your products or order, we request that you submit a problem report to us for immediate attention.
Return Process
- Return Address: By default, returns are set to go to the Printful facility for convenience and expedited processing.
- Automated Notifications: You will receive an automated email whenever a return shipment reaches us.
- Unclaimed Returns: Items unclaimed for more than 30 days will be donated to charity.
- Incorrect Address Liability: In cases where an insufficient address is given by you or your customer, the package will revert back to us. You are then responsible for the cost of the reshipment once an updated address is confirmed.
- Unclaimed Shipments: Any shipment that remains unclaimed will be sent back to us, and you will bear the cost of re-shipment to you or your end customer.
For those without an account on printful.com, unclaimed shipments due to incorrect shipping details or failure to collect will not be available for resending but given to charity at your expense without a refund.
Non-Returnable Items
Please note that sealed goods such as face masks that have been opened, are not suitable for return, given the health or hygiene concerns associated with them. Should these be returned, they will not be reshipped and instead will be discarded.
Customer Returns
Your end customers should be encouraged to contact you prior to returning any product. Our policy does not extend to buyer’s remorse for returns outside of Brazil. For size exchanges or returns, it is at your discretion to cover these at your expense. If you choose to accept returns or exchanges, a new order must be placed for the required item.
According to section 16(c) and (e) of the Directive 2011/83/EU, the right of withdrawal is not provided for items that are custom-made or clearly personalized, products sealed for health protection or hygiene reasons, or goods that were unsealed after delivery.
FAQs Addressed in Policy
- Eligible Items: Not all items are refundable; please refer to the “Non-Returnable Items” and “Customer Returns” sections for specifics.
- Return Procedure: Contact us for detailed steps.
- Order Cancellation/Change: This is based on order status; please reach out promptly if changes are needed.
- Damaged Items: Report damaged items immediately for prompt resolution.
- Process Duration: Returns are typically processed within a specific timeframe post-report; consult our team for details.
- Shipping Costs: Please review our sections to understand who covers return shipping under different circumstances.
- Customized Items: Customized items generally do not qualify for returns; review our specific guidelines.
- Undelivered Orders: If you haven’t received your order, contact us within the specified claim timeframe.
- Face Mask Returns: Due to hygiene reasons, face masks are not eligible for return once shipped.
- International Returns: We do accept them with applicable conditions as stated in our terms.
Please always refer to our FAQs for up-to-date information and guidance regarding our shipping and return policies. If you have questions or need further assistance, do not hesitate to contact our customer service team. We look forward to serving you.
