OVERVIEW
This Return Policy outlines the terms and conditions for returning or requesting reproductions for products purchased through our website, operated by givehug.com. Due to the print-on-demand nature of our products, returns and reproductions are handled on a case-by-case basis and are permitted only under specific conditions. By placing an order, you agree to abide by this Return Policy, which is incorporated into our Terms of Service. Please review this policy carefully, alongside our Shipping Policy, to understand your rights and responsibilities for returns, refunds, and replacements.
SECTION 1 - RETURN ELIGIBILITY
Returns or reproductions are permitted only when the delivered goods meet one of the following criteria:
- The goods are damaged upon receipt.
- The goods have visible defects in the print.
- The item is the wrong size compared to the ordered size.
- The item is the wrong color compared to the ordered color.
- The item is the wrong design compared to the ordered design.
- The item is the wrong style (e.g., long sleeve shirt instead of t-shirt) compared to the ordered style.
All orders that do not meet the above criteria are considered final and non-refundable, as stated in our Terms of Service. Due to the personalized nature of our print-on-demand products, we do not maintain inventory and cannot offer exchanges unless the above criteria are met.
SECTION 2 - RETURN PROCESS
To initiate a return or reproduction request, you must contact our support team within 14 business days of delivery via:
Our ticketing system on the Contact Us page or Email at [email protected].
You must provide clear photographic evidence of the damaged or defective item, placed on a flat surface with visible tags and errors. This evidence helps us process your request and improve our printing processes. Returns sent without prior request will be forfeited and not eligible for refund or replacement. We aim to address inquiries within 72 hours.
SECTION 3 - SUBSTITUTION POLICY
If a product in your order is out of stock, we may substitute a comparable product that matches the ordered color and size and is of equal or greater quality. No customer approval is required for substitutions, and our team will automatically authorize them. If no suitable substitute is available, the order will be canceled and refunded, with notification sent to you. This policy applies to both apparel and non-apparel products. For further details, see our Terms of Service SECTION 5 and Shipping Policy SECTION 10.4
SECTION 4 - LOST IN TRANSIT
For orders lost in transit, you must submit a claim within 30 business days from the order date. Claims submitted after this period may be refused at our discretion. If you have elected the Shipping Warranty, lost package claims must be submitted within 60 business days after the maximum estimated delivery date, as outlined in Shipping Policy SECTION 6.2. Please provide all necessary documentation (e.g., order details, carrier tracking information) when submitting a claim.
SECTION 5 - NON-RESPONSIBILITY FOR UNDELIVERED PACKAGES
We are not responsible for packages where the courier company has made delivery attempts but was unable to deliver (e.g., due to incorrect or incomplete address, or refusal of delivery). Such packages are subject to the Shipping Policy’s warranty exclusions (SECTION 6.3). If a package is returned to us due to an unupdated shipping label, it will be donated immediately, and we will not handle returns or reship on behalf of sellers.
SECTION 6 - REPRODUCTION AND REFUND REQUESTS
Before submitting a reproduction or refund request, please review this policy to understand when we cover costs and when you are responsible. Include clear photographic evidence of the product issue with your request. Inaccurate, untruthful, or low-quality images may result in delays or rejection of your request. Do not contact our support team if your order is still within the production and shipping timeframes outlined in Shipping Policy SECTION 10.
For eligible returns:
We may offer a replacement of the original purchased goods or a refund at the original purchase price, at our discretion.
If the issue (e.g., damage or defect) is verified with photographic evidence, you may not need to return the item. If return is required, we will provide return instructions and an address via email.
Customers who have elected the optional Shipping Warranty (see Shipping Policy SECTION 7) may be eligible for additional protections, such as no-cost replacements for damaged or lost items, subject to warranty terms.
Customers are responsible for return shipping costs unless the issue is covered by the Shipping Warranty or caused by our error (e.g., wrong item sent).
If the mistake is due to our error (e.g., wrong item sent), we will cover reproduction or refund costs.
If your refund request is approved, the refund will be issued back to your original payment method. Please allow 3-5 business days for us to process the refund after approval. Depending on your bank or credit card provider, it may take an additional 5-10 business days for the refunded amount to appear in your account.
If you have not received your refund after this period, please first check with your bank or credit card company. If the issue persists, feel free to contact us for further assistance at [email protected] or via the Contact Us page.
If you request upgraded shipping for a reprint, you will cover the additional shipping cost.
SECTION 7 - CONTACT INFORMATION
For questions or concerns about this Return Policy, or to submit a return or reproduction request, please contact our support team at [email protected] or via the Contact Us page. We aim to respond within 72 hours.