This page has content from 1,Printful 2,Printify and 3,Gelato.
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 our FAQs.
2,J. How Does Printify Handle Order Related Issues?
Summary: If you have an issue with your Order, contact Printify Merchant Support directly within 30 days of the product delivery and provide a detailed description of your issue, accompanied by relevant photo or video evidence that supports your case. After investigation, we will determine if you are eligible to receive a free of charge Reprint or Refund. Some issues do not qualify for reprinting, such as the issues outlined below.
- Printify does not hold any inventory and does not perform any of the development or manufacturing of any of the Products or handle printing itself. Other than issues caused by technical error, we are not responsible for the quality and outcome of Produced Orders. The quality of the production is dependent on the selected Provider. Each Provider has their own tools and procedures and Users are expected to perform their own research when selecting a Provider, as well as submitting Content that satisfies the provided print quality requirements. However, if your order has issues, steps for resolution are outlined below.
- Printify’s Merchant Support team handles all conflict resolution on behalf of our Providers. Users agree to contact Printify Merchant Support for all conflict resolution. If the Produced Order does not meet User or Customer expectations, Users must first contact Printify Merchant Support within 30 days of product delivery and will not contact the Print Providers. In order to best resolve the matter, the User should provide all relevant materials for Printify to investigate the issue, including a description of the Produced Order, the issue, and quantity of Products affected. If a User contacts the Provider directly, the User risks account suspension at Printify’s sole discretion
- Products are unique and produced to the Order, therefore, they are non-refundable. By submitting an Order to production either manually or via an automatic setting, you acknowledge that the Order execution or Order contents (products, shipping method, delivery and return addresses) cannot be further modified. If the shipment details are incorrect, or if the Customer Ordered the wrong size or color, Printify can not be held responsible. The Merchant is responsible for relaying the correct information from the Merchant’s Customers.
You may submit requests for change of certain Order details, including address change or delivery method change. Our Merchant Support team will evaluate the request and at its discretion will let you know whether it is possible to accommodate your request and/or whether your request carries any additional costs.
After an Order is placed Printify cannot guarantee that it will be possible to issue a full or partial Refund in case of canceled Orders. Upon receiving a cancellation request, Printify will determine whether your cancellation is eligible for a full or partial Refund depending on the stage of the fulfillment of the Order. - Orders for products with recently updated artwork go through a Printify Quality Control process that checks for low-resolution imagery or any other design related issues. If an issue is discovered, Printify will send merchants an email explaining the issue and any possible product quality repercussions. If You choose to proceed with the order, or if Printify does not receive a response within 7 days of the email notification, the order will be submitted and You will not be eligible for any replacements or refunds for this order. Orders that don’t meet other criteria of Printify’s Terms of Service or Intellectual Property Policy will be cancelled, and charges refunded.
- The Production times listed on the Website are estimated average times and are in no way guaranteed. If Your Order seems to be taking an unusually long time to be produced or delivered, please contact Printify’s Merchant Support team. If the Produced Order is lost during Shipment, Printify will investigate and may provide replacements when appropriate.
- After investigating your issue, if Printify’s Merchant Support team determines that your product is faulty, the Order or line items will be replaced or refunded at the discretion of Printify. Refunds will be issued in the form of credit to Your Printify balance.
- Printify does not provide Refunds for Orders still in transit, unless they are deemed lost by our Merchant Support team.
- The merchant is responsible for ensuring that the specified delivery address for each and every Order is valid and accurate. If a delivery of an Order is incomplete due to an invalid or incorrect address, the Merchant can either request a reshipment or cancellation of the order. Costs associated with reshipment of the Order and/or cancellation shall be borne by the Merchant.
- If an order has not been delivered in 30 calendar days (for domestic US or regional EU orders) or in 45 calendar days (for international orders), merchants should contact Printify Merchant Support within 1 week in order to be eligible for a reprint/refund.
- If tracking of an Order states that it has been delivered, yet the Merchant or the Customer reports it as not received, Printify reserves the rights to refuse a free of charge Reprint or a Refund. Such cases will be individually investigated by the Merchant Support team.
- An Order can be delayed due to delays from shipping carriers. Printify cannot guarantee precise delivery dates on shipping, as it is dependent on the shipping carriers. Consequently, Printify assumes no liability associated with delay and does not offer any Reprints and/or Refunds caused by shipping delays, unless our Merchant Support team determines that the package was lost in-transit.
- Printify reserves the right to refuse a request for Refund or Reprint, if the reasons for the complaint are due to the following: issues in the artwork file, placement, limitations of the product, bleed areas and not following the design guidelines and/or any other reason not eligible for a Refund or Reprint. Such requests will be dealt on a case-by-case basis.
What is your return policy and quality guarantee?What is your return policy and quality guarantee?
Updated over a week ago
- Quality Guarantee
If you’re not satisfied with the quality of the products your customer received get in touch within 30 days of receiving the item and we’ll do everything we can to investigate and find a solution.
You can read more about reporting problems with orders in the article How do I report a problem with my order?
If our quality assurance team validates your claim, we will be happy to send a complimentary replacement order to your customer as quickly as possible.
We’d much rather fix any problems and send a replacement order to make sure your customers are happy with their orders. If that’s not possible or your customers can’t wait for a new order to arrive, please indicate that when you reach out to us and we’ll give you a refund.
Color consistency
We use the same print machines, paper types, and work processes as our print partners to minimize color variations. Having said that, printing is a chemical process and 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result: machine type, machine settings, paper types, humidity in the room, and when the machine was last cleaned, just to mention a few examples. Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under our quality guarantee.
Defective or damaged products
If you or your end customer receive defective or damaged orders, such as damage to the delivered products, errors in the number or quantity of the delivered products, or lack of quality of the delivered product not caused by lack of quality of the content you or your customer provided. Should you want to submit a new order, we will cover the costs of the new order.
- Lost Orders Policy
For packages lost in transit, please get in touch with us within 30 days from the estimated delivery date. We’ll be happy to send a replacement order on your behalf.
Please refer to this article Shipping & delivery: What if an order is lost in the mail?
- Return Policy
Returned by Customer
We currently do not support returns because the products you order are personalized and made specifically for each order. Should you want to submit a new order, you will be liable for the costs of the new order.
- Returned to Sender Policy
For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.
Please refer to this article My order shows it is being returned to sender, what now?
Wrong Address
If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Rejected by the Recipient
If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.
Unclaimed
If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick up point. Shipments that go unclaimed may be returned to the sender. For these cases, please place a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).
Our return policy is available in our Terms of Use.
4, For the issue on custom-made or ready-made products offered by EdgyShop.com ,you can email to Bob@edgyshop.com
Need help?
Contact us at {email:Bob@edgyshop.com} for questions related to refunds and returns.