Return and Refund Policy
30 DAY RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your order 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.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us via email@example.com within 30 business days of order delivery to explain your grievance. Our customer service will then help provide a replacement or refund if deemed appropriate.
If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at the customer’s disposal.
- We do NOT offer returns or exchanges on any products purchased during a sale or any promotion.
- You will be responsible for paying for your own shipping costs for returning your item(s).
- We will issue a refund or send a replacement immediately when we check your items have full conditions of refund policies. You don’t need to return your items. The time of receiving your replacement item is the same as the time of shipping new products.
- To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
- We do not charge a restocking fee on returns.
DAMAGED AND WRONG PRODUCTS OR 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.
To return your product, you should contact us via email at firstname.lastname@example.org.
For any defective products, you can send us an e-mail to email@example.com for better advice. If the item you received has the below cases, please contact us as soon as you receive the item. We will reship your order without going through returns:
- Wrong item
- Damaged/ defective products
What should you do? Contact us within 30 days since you get your items by sending an email to firstname.lastname@example.org and include the following information (this is required):
- Your order/invoice ID
- In case you get a wrong item/ damaged item please send us a picture of the item you received.
All of our products, made and supervised by a professional design team, are tailored to the tastes of our customers.
We allow personalization to your needs and preview the design of your choice before proceeding with the order, these are personalized products printed according to your requirements, so we do not offer returns or reprints for orders marked as delivered.
Customers can contact their carrier (i.e., USPS/ UPS, DHL, FedEx etc.) for exact details on the delivery, including GPS location.
We want you to be satisfied with the services provided by us. If your product is defective or not described, don’t worry. Just send us an email at email@example.com and we will make it right by offering you a replacement or refund.
Any unsuccessful deliveries due to any customers’ mistakes on shipping address or customers’ unavailability, any loss of products due to the security of customers’ living areas (as long as shipping carriers confirm that the order is delivered) will NOT be eligible for return and refund. We will NOT refund in case you REFUSE to receive it either.
Any dissatisfactions related to apparel sizing and/or colors will not be eligible for refund or replacement. Please make sure to have a look at our sizing charts on product pages or your order confirmation email within the first 12 hours after completing your purchase.
Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.
* We will give a full refund of your receipt (Transaction Fee + Shipping Fee) or send you a replacement if your order meets the problems below.
1. Your order will be submitted to either replacement or refund if:
Your order does not arrive at your shipping address within 30 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected.
With our policy, within 30 days of you receiving the item, you can request a refund or a replacement in the following cases:
- Printed products are not clear, blurred.
- The printing position is not centered as described on the website.
- Wrong product delivered in the order, or part of the order is wrong.
- Damaged by transportation: torn, stretched.
- The product has the wrong size or color as described.
- Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.
Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 30 business days from the date of receipt with full of clear evidence as below:
- Photo(s) of quality issues and any damaged parts of the actual product received.
- Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order).
- Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order).
- Photo(s) of the original shipping label of the product received.
- You can send these pieces of evidence through email support: firstname.lastname@example.org. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.
2. After a careful check on your order, if we confirm via email that you are eligible for a full refund, your refund will be processed by our internal team within 07 business days of refund confirmation. In the next 24 hours (from the time of receiving the email/SMS requesting to Cancel the customer’s order), our Customer Care Department will confirm the details with the order on your email and we will issue a full refund for this order within 48 hours after that, and follow the return policy of the payment gateways that the Stellus is integrating. Please remember it can take 6 working days for your bank or credit card company to process and post the refund.