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Refund policy

Return and refund policy

Last updated: 12-31-2025

 

At Printemate, all products are made to order and customized specifically for each customer. Please read this policy carefully before placing an order.

1. Eligibility for Refunds or Replacements

We accept refund or replacement requests only in the following cases:

  • Damaged on Arrival: The item arrives damaged.

  • Manufacturing Defect: The item is defective or malfunctions.

  • Wrong Item Received: The item does not match your order details.

Important Note: Requests must be submitted within 30 days of the delivery date and must include clear photo or video evidence of the issue. Requests submitted after this period may not be eligible for a refund or replacement.

2. Non-Refundable & Non-Returnable Items

Due to the personalized and made-to-order nature of our products, we do not accept returns or refunds in the following cases:

  • Customer Errors: Selecting the wrong size, color, or design at the time of purchase.

  • Change of Mind: Decisions made after the order has been processed or delivered.

  • Subjective Preferences: Cases where the product does not meet personal expectations despite matching the product description.

  • Natural Variations: Slight differences in color or design placement, which are inherent to the custom manufacturing process.

These conditions are standard for custom-made products. Please review your order carefully before confirming your purchase to ensure all details are correct.

3. Evidence Required for Claims

To process a refund or replacement request, you must provide the following:

  • Clear Documentation: High-quality photos or videos clearly showing the defect, damage, or incorrect item received.

  • Order Number: Your unique order identifier sent in your confirmation email.

  • Problem Description: A brief explanation of the issue you are experiencing.

Please note: Requests submitted without sufficient evidence or those that do not meet the criteria above may not be approved for processing.

4. Resolution Options

Once your request and evidence have been reviewed, we will offer a suitable resolution based on the specific case. Options may include:

  • Free replacement: A new item will be sent to you at no additional cost.

  • Partial Refund: A partial credit to your original payment method for minor issues.

  • Full refund: Issued only if a replacement is unavailable or in exceptional circumstances.

Note: The final resolution is determined at our discretion after a thorough review of the evidence provided.

5. Refund Processing Time

Once a refund is approved, please keep the following in mind:

  • Payment Method: Refunds will be automatically issued to your original payment method.

  • Timeline: It typically takes 5–10 business days for the funds to appear in your account, depending on your bank or payment provider's processing times.

Shipping Fees: Original shipping costs are non-refundable. However, if the return or replacement is due to an error on our part (e.g., damaged or incorrect item), we will cover all associated costs.

6. Return Shipping & Procedure

In most approved cases, we do not require the item to be returned to us to minimize inconvenience for our customers. However, if a return is requested:

  • Follow Instructions: Customers must strictly follow the specific return instructions provided by our support team.

  • No Unauthorized Returns: Please do not send items back to the address on the package or any other address without prior authorization. Unauthorized returns will not be accepted or processed for refunds.

Note: If a return is required due to our error, we will provide further guidance on shipping arrangements.

7. Order Cancellation & Modification

We offer a 04-hour window for customers to cancel or modify their orders after placement.

  • Within 04 Hours: You may request changes or a full cancellation. Please contact us immediately at support@printemate.com
  • After 04 Hours: Once the 04-hour period has passed or the item has entered the production phase, the order is locked. At this stage, we cannot accept any cancellations, modifications, or refund requests.

For more information, please refer to our full Order Cancellation Policy.

8. Contact Information

To request a refund or replacement, please contact us at:

📧 support@printemate.com

Please include your order number and supporting photos for faster assistance.

9. Related Policies

For more information about how we operate, please review our other policies: