Refund policy
All products are made to order and printed specifically for you. Because of this, we do not accept returns or exchanges for incorrect size, color, or change of mind.
We offer free replacements or refunds for:
- Misprinted, damaged, or defective items
- Items that differ significantly from the ordered design or variant
- Wrong product, wrong size, or wrong variant shipped
How to submit a claim
If there is an issue with your order, you must contact us within 30 days of the delivery date with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging (showing the defect or misprint)
- A short video, if applicable (for damage or quality issues)
Once approved, we will arrange a replacement or refund. In most cases, you do not need to send the item back to us.
Order changes & cancellations
- Before production begins: Orders can be canceled for a full refund.
- After shipping: Orders can no longer be canceled or modified.
If you need to update or cancel an order, please contact us immediately after placing it.
Lost or significantly delayed packages
If tracking shows your package is lost or significantly delayed in transit and the shipping address was entered correctly, contact us within 30 days of the last tracking update. We will arrange a replacement or refund.
Print placement tolerance
Minor variations in print placement (up to approximately 1 cm) fall within standard production tolerance and are not considered defects.
We cannot provide refunds or replacements for:
- Incorrect or incomplete shipping address provided at checkout
- Customer refusal to pay customs, duties, or taxes
- Customer refusal to accept the shipment
- Orders affected by circumstances outside our control (e.g., extreme customs delays, natural disasters)
- Minor print placement variations within standard tolerance
- Buyer's remorse, change of mind, or wrong size/color selected at checkout
Contact
For any questions, contact us at support@freshthreadscollective.com.