Refund Policy

Last Updated: June 14, 2026 Applies to: All Printsyde orders (United States, United Kingdom, and Canada).

By placing an order with Printsyde, you agree to this Refund Policy together with our Returns & Exchanges Policy, Shipping Policy, Terms of Service, and Privacy Policy. Printsyde is the seller and merchant of record for every order and is responsible for handling all refunds.

1. Policy Overview

Printsyde sells made-to-order physical products, produced specifically for each customer after an order is placed. Because of this, refund eligibility differs from off-the-shelf retail. This policy explains when a refund applies, how to request one, and how your statutory consumer rights interact with it (see Section 7).

Contact

1. Email (primary): customerservice@printsyde.com
2. Standard response time: within 24 business hours

2. Refund Eligibility (30-Day Window)

Claims must be reported within 30 days of delivery (or expected delivery).

Eligible for a full refund, with free return shipping where a return is needed:

1. Defective items (print flaws, faulty fabric, manufacturing defects), with clear photos or video.
2. Wrong item delivered (incorrect product, size, or colour due to a Printsyde error).
3. Items damaged in transit (broken, torn, unusable), reported with photos within 48 hours of delivery.
4. Packages confirmed lost by the carrier (no delivery).

Generally not eligible for a refund:

1. Change of mind, or no longer wanting the product.
2. Defect or damage claims without clear photo or video evidence.
3. Customer ordering errors (wrong size or colour selected by the customer).
4. Minor variations within normal print-on-demand tolerance (approximately 5–10% colour variation, 1–2 inches sizing, up to 0.5 inch print placement).
5. Personalised or custom items, unless defective, damaged, or not as described.
6. Subjective dissatisfaction where the product matches its description and specifications and has no defect.
7. Reports made more than 30 days after delivery.
8. Used, worn, or washed items, or items returned without original tags/packaging.
9. Refused parcels (see Section 5).
10. Cancellations after production has started (more than 12 hours after the order).
11. Address changes after shipment has begun (see Section 5).

These exclusions never override your non-excludable statutory consumer rights. Where a statutory right applies, it prevails (see Section 7).

3. How to Request a Refund

1. Email customerservice@printsyde.com with the subject line: Refund Request – Order #[Number].
2. Include your order number, clear photos or video where relevant, and a detailed description of the issue.
3. We review and respond with a decision within 24 business hours.
4. Most refunds do not require a return. If a return is required, we provide a prepaid label for Printsyde errors, and the item must be shipped back within 7 days.

End-to-end timing: when no return is required, refunds are issued to your original payment method within 5–10 business days of approval. When a return is required, allow additional time for transit and inspection — the full process is typically 15–25 business days from request to the refund appearing.

4. Refund Amounts & Alternative Resolutions

Alternatives we may offer (with your agreement):

1. A partial refund without requiring a return, for minor issues.
2. A free replacement at no additional cost.
3. A discount code toward a future purchase (typically 30% in customer-error cases).

5. Special Situations

Order cancellations

1. Within 12 hours of the order, and before production starts: full refund.
2. After 12 hours, or once production has started: cancellation is no longer possible.
3. To cancel, email us immediately with your order number; eligible refunds are processed within 5–7 business days.

Lost, damaged, or "delivered but not received"

1. Lost in transit: contact us if there is no tracking movement for 10+ days after expected delivery. We investigate with the carrier and provide a replacement or full refund for confirmed losses.
2. Damaged in transit: report within 48 hours with photos. We provide a replacement or full refund at no cost.
3. Marked delivered but not received: contact us right away. We investigate; where tracking confirms delivery to the address you provided, the order is treated as delivered, and we will help you with next steps, including a carrier claim where one is available.

Refused parcels

1. For made-to-order items, a refused parcel is generally not eligible for a product refund, and shipping is non-refundable. We recommend accepting delivery, inspecting the item, and contacting us if anything is wrong so we can help.

Address changes & incorrect addresses

1. Providing a complete, accurate address at checkout is the customer's responsibility.
2. Within 12 hours / before production: we attempt the change at no cost where feasible.
3. After 12 hours but before shipment: we make reasonable efforts; if the change cannot be applied, the order ships to the original address.
4. After shipment: the address cannot be changed; please coordinate with the carrier where it allows manual adjustment.
5. If a parcel is returned due to an address error, the original order is generally not refundable; we can reship once any applicable reshipment charge is paid.
6. Returned to sender after a contact request: if we or the carrier asked you to act (pickup, rescheduling, customs clarification, address correction) and the parcel was returned because no action was taken in time (typically 3–5 days), a reshipment may require an additional charge. Contact us and we will review your situation.

Shipping delays

1. Estimated delivery dates are estimates, not guarantees; no refund is issued solely for a carrier delay if the order ultimately arrives.
2. A confirmed lost shipment (not merely delayed) qualifies for a replacement or refund.

Split shipments

1. Items may ship from different facilities and arrive separately with their own tracking numbers. This is normal and is not, by itself, grounds for a refund.

6. Refund Processing & Timing

1. Standard timing: 5–10 business days to your original payment method after approval.
2. If you don't see it after 10 business days:Check your card or PayPal statement — refunds may appear under a different transaction name.
3. Contact us with your order number, the refund approval date, payment method, and a screenshot showing the refund has not posted.
4. We verify the refund, trace it with the payment processor, and aim to resolve within 3 business days.
5. Common delay causes: payment-processor queues, bank holds, closed accounts, or statement cycles.
6. Printsyde's obligation is fulfilled when the refund is issued to the payment processor; the time it then takes to appear is controlled by your bank or payment provider.

7. Your Consumer Rights & Custom Items

Nothing in this policy limits or excludes any non-excludable statutory consumer right. Where this policy and such a right conflict, the statutory right prevails.

1. United States: the policy above applies, alongside applicable federal and state consumer-protection law (including California).
2. United Kingdom: nothing here limits your rights under the Consumer Rights Act 2015 — faulty or misdescribed goods may entitle you to repair, replacement, or refund. Made-to-order and personalised items are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013, but this does not affect your rights where goods are faulty, damaged, or not as described.
3. Canada: applicable federal and provincial consumer-protection law applies in addition to this policy.

Custom & made-to-order products. Custom or personalised items (custom text, uploaded photos, personalised messages, or customer-specified modifications) are final sale unless they are defective, damaged, or materially different from what was described at purchase.

8. Fraud Prevention & Policy Abuse

Consistent with your statutory rights, Printsyde may:

1. Request additional documentation to verify a claim.
2. Decline refunds where an item shows signs of use or alteration inconsistent with the claim.
3. Apply additional review to accounts with an unusually high refund frequency (more than 3 refunds in 90 days).
4. Investigate suspected fraudulent or abusive claims.

These measures are never applied to deny a genuine statutory right.

9. Dispute Resolution & Chargebacks

We want to resolve every issue directly and quickly.

1. Step 1: Email customerservice@printsyde.com — most issues are resolved within a 10-business-day good-faith window.
2. Step 2: If unresolved, request a manager review (response within 3 business days).
3. Step 3: If still unresolved, you may pursue a payment-method dispute, a consumer-protection authority, or other remedies under our Terms of Service.

We encourage you to contact us before opening a card or PayPal dispute, as this is usually the fastest path to a resolution. You retain the right to dispute a charge with your card issuer or payment provider at any time; nothing in this policy waives that right. Card-network and payment-provider rules govern any such dispute, and this policy does not promise a particular dispute outcome.

10. Governing Law & Policy Updates

1. This policy is governed by the laws of Singapore, except where the mandatory consumer-protection law of your jurisdiction grants different or additional rights.
2. Printsyde may update this policy at any time. Changes are effective on posting, with a new "Last Updated" date. Prior orders are honored under the version in effect when they were placed; earlier versions are available on request.

11. Contact

Customer Support

1. Email: customerservice@printsyde.com (recommended for the fastest response; replies within 24 business hours)
2. Phone (SMS only): +1 307-289-7268 / +1 307-995-8067
3. WhatsApp: +84 976 952 796
4. Support Hours: 9 AM–6 PM ICT (7 PM–4 AM PDT / 10 PM–7 AM EDT)

Legal / Policy questions: legal@printsyde.com

When contacting us, please include your order number, the product, a clear description of the issue, any supporting photos or video, and your preferred resolution.

Last Updated: June 14, 2026 Effective Date: June 14, 2026