Refund and Return Policy

Last Updated: January 11, 2025

Overview

Thank you for shopping at Galligraphy. Please read this policy carefully before placing an order.

TL;DR: Custom printed products cannot be returned or refunded except in cases of defective products or fulfillment errors. Digital downloads are non-refundable.

1. Custom Printed Products - No Returns Policy

1.1 Why We Don't Accept Returns

All physical products (stickers, apparel, home goods, accessories) are custom-made to order with your unique Circular Gallifreyan design. Each item is personalized specifically for you.

Due to the made-to-order nature of custom printed products:

  • We do not accept returns
  • We do not offer refunds (except for defects - see Section 2)
  • Orders cannot be cancelled once production begins

1.2 Your Responsibility

Before placing an order, you must:

  • ✅ Review your design carefully for spelling, colors, and layout
  • ✅ Verify product selection (size, color, variant)
  • ✅ Double-check shipping address
  • ✅ Understand that colors may vary slightly from screen to print

By clicking "Place Order," you acknowledge that you have reviewed your design and accept that custom products are final sale.

1.3 No Refunds For:

  • Changes of mind about design, text, or colors
  • Incorrect spelling or text input (your responsibility to verify)
  • Wrong product selection or size (your responsibility to verify)
  • Minor color variations between screen and print
  • Delivery delays caused by shipping carriers
  • Refusal to accept delivery
  • Lost packages after confirmed delivery

1.4 Order Cancellations

Within 24 Hours of Order Placement (Self-Service):

  • Click the "Cancel Order" link in your order confirmation email, OR
  • Visit your order tracking page and click "Cancel Order"
  • You can cancel yourself without contacting us
  • If eligible, you'll receive an immediate full refund
  • Orders already in production cannot be cancelled

After 24 Hours:

  • Self-service cancellation is no longer available
  • Once production begins, orders cannot be cancelled
  • Refunds cannot be issued after production starts
  • Production typically begins 24 hours after order placement

Note: Digital-only orders are fulfilled instantly and cannot be cancelled.

2. Defective Products - When We DO Offer Refunds

We stand behind the quality of our products. If you receive a defective or incorrect item, we will make it right.

2.1 What Qualifies as Defective

Manufacturing Defects:

  • Misprinted design (incorrect placement, cut off, distorted)
  • Wrong colors used in production
  • Poor print quality (fading, smudging, pixelation)
  • Defective materials (torn fabric, broken items, adhesive issues)

Fulfillment Errors:

  • Wrong product shipped (different item than ordered)
  • Wrong size or variant shipped
  • Missing items from your order
  • Damage during production or shipping

2.2 What Does NOT Qualify as Defective

  • Minor color variations from screen to print (expected due to display calibration differences)
  • Very slight alignment variations (±5mm tolerance is normal)
  • Personal preference about how design looks when printed
  • Changes of mind about design choices
  • Normal wear and tear after use

2.3 How to Report a Defect

If you receive a defective product:

1. Contact Us Within 14 Days of Delivery

2. Provide Photo Evidence

  • Clear photos showing the defect
  • Photo of full product (not just close-up)
  • Photo of packaging (if damaged during shipping)
  • Photo of shipping label (to verify correct address)

3. Describe the Issue

  • What is defective or wrong
  • What you expected vs. what you received
  • Order number and date

2.4 Resolution for Defective Products

Once we verify the defect, you have two options:

Option 1: Full Refund

  • Refund to your original payment method
  • Processing time: 5-10 business days
  • You may keep the defective item (we do not require returns)

Option 2: Free Replacement

  • We will reprint and ship a replacement at no cost
  • Production time: 2-7 business days
  • Shipping time: 3-10 business days
  • You may keep the defective item

Important: For items damaged during shipping, we will file a claim with the shipping carrier on your behalf. This may take additional time to process.

3. Digital Downloads (When Available)

3.1 No Refunds

Digital download products (high-resolution SVG/PNG files) are non-refundable. Once you receive the download link and files, the sale is final.

Why no refunds:

  • Files are delivered instantly upon purchase
  • You receive the complete product immediately
  • We cannot "retrieve" digital goods once delivered

3.2 Before Purchasing Digital Downloads:

  • ✅ Preview your design using the free editor
  • ✅ Verify all customization options (colors, text, layout)
  • ✅ Understand what file formats are included
  • ✅ Review the license terms (personal vs. commercial use)

3.3 Technical Issues

If you experience technical issues with downloading:

  • Access issues: Cannot download or link expired
  • File issues: Corrupted or incomplete files
  • Resolution: Contact us and we'll resend the download link

This is NOT a refund situation - we will resolve the technical issue.

4. Shipping Issues

4.1 Lost or Stolen Packages

Tracking Shows Delivered:

  • Check with neighbors, building office, or household members
  • Look in all possible delivery locations
  • Contact the shipping carrier directly
  • We are not responsible for packages marked as delivered

If tracking shows delivered but you did not receive it:

  • We will assist in filing a claim with the carrier
  • Resolution depends on carrier investigation
  • This may take 7-14 business days

Tracking Shows Lost in Transit:

  • Contact us immediately
  • We will investigate with the shipping carrier
  • If package is confirmed lost, we will offer a replacement or refund

4.2 Incorrect Shipping Address

If you provided an incorrect shipping address:

  • We cannot redirect packages once shipped
  • We are not responsible for packages delivered to the address you provided
  • Contact the shipping carrier to attempt address correction (may incur fees)
  • Refunds are not available for incorrect addresses

4.3 Delivery Delays

Shipping estimates are approximate and not guaranteed:

  • Carrier delays (weather, holidays, staffing) are beyond our control
  • We are not responsible for delayed deliveries
  • Refunds are not issued for shipping delays
  • Contact the carrier for updates on delayed packages

4.4 International Shipping (When Available)

For international orders:

  • You are responsible for customs fees, duties, and taxes
  • Refunds do not include customs fees you paid
  • Delays at customs are not grounds for refund
  • Refused shipments due to customs fees are not refundable

5. Refund Process

5.1 Approved Refunds

When a refund is approved (defective product only):

  • Method: Refund to original payment method
  • Amount: Full product cost + original shipping cost
  • Processing time: 5-10 business days from approval
  • Bank processing: Additional 3-5 business days for funds to appear

5.2 Partial Refunds

We may offer partial refunds for:

  • Minor defects that don't significantly affect the product
  • Situations where you choose to keep a slightly defective item
  • Compensation for inconvenience (at our discretion)

5.3 What Is NOT Refunded

  • Return shipping costs (we don't require returns)
  • Customs fees or import taxes (international orders)
  • Transaction or processing fees charged by payment processors

6. Chargebacks and Disputes

6.1 Contact Us First

Before filing a chargeback or payment dispute:

6.2 Chargeback Policy

Filing a chargeback without contacting us first:

  • May result in suspension of your account (when accounts are implemented)
  • May prevent future orders
  • We will provide evidence to the payment processor that:
    • Product was delivered as described
    • You accepted our no-returns policy at checkout
    • Our attempts to resolve the issue (if contacted)

6.3 Friendly Resolution

We prefer to work directly with customers to resolve issues. Communication is faster and more effective than chargebacks or disputes.

7. Quality Guarantee

We are committed to delivering high-quality products. Our print-on-demand partner (Printify) maintains strict quality control standards.

If you're unhappy with print quality:

  • Contact us with photos and details
  • We'll review and determine if it meets our quality standards
  • If below standards, we'll offer refund or replacement
  • If within normal print standards, no refund or replacement

8. Contact Us

For questions about this policy or to report an issue, please contact us.

Subject lines for faster service:

  • "Defective Product - Order #[number]"
  • "Lost Package - Order #[number]"

Note: For order cancellations within 24 hours, use the self-service cancellation link in your order confirmation email or visit your order tracking page.

Response time: We aim to respond within 24 hours (business days).

Include in your message:

  • Order number
  • Description of issue
  • Photos (if reporting a defect)
  • Preferred resolution (refund or replacement)

9. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the Service after changes constitutes acceptance.

Summary

✅ We DO offer refunds for:

  • Defective products (manufacturing defects)
  • Fulfillment errors (wrong item, wrong size)
  • Damaged items (during production or shipping)
  • Lost packages (confirmed by carrier)

❌ We DO NOT offer refunds for:

  • Changes of mind about design or product
  • Incorrect spelling or text (your responsibility)
  • Minor color variations (screen to print)
  • Wrong size selected (your responsibility)
  • Delivery delays caused by carriers
  • Digital downloads (instant delivery)
  • Packages delivered to incorrect address you provided

Key Takeaway: Review your design carefully before ordering. Custom products are final sale.

Thank you for understanding our policy. We're here to help if you experience any genuine issues with your order!