RETURNS & REFUNDS

1. What We Cover

We will provide a reprint or refund for orders that have:

• Manufacturing defects — printing errors, embroidery mistakes, or production flaws that are our fault
• Significant color deviation — colors that are substantially different from the approved proof (note: minor color variation between digital proofs and physical prints is normal due to screen calibration)
• Incorrect items — wrong product, size, or color received compared to what was ordered
• Damage in transit — items that arrived damaged due to shipping (see our Shipping Policy)
• Missing items — items from your order that were not included in the shipment

2. What We Cannot Cover

Because all of our products are custom-made to order, we are unable to offer returns or refunds for:

• Buyer's remorse — change of mind, no longer needing the items, or not liking the design after production
• Errors in the approved proof — spelling mistakes, sizing, or placement issues that were present in the approved digital proof. Please review proofs carefully before approving.
• Incorrect sizes ordered — if you ordered sizes that did not fit, this is not a production error. We provide sizing charts on request.
• Minor color variation — slight differences between on-screen colors and printed colors are normal and not considered defects.
• Design files provided with low resolution — if you submitted low-resolution artwork and approved a proof generated from that artwork, we cannot be responsible for print quality issues resulting from the original file.

3. How to Request a Return or Refund

To initiate a return or refund claim, please follow these steps:

• Step 1: Contact us within 10 business days of receiving your order at smartmerchdesign@gmail.com or (347) 608-5682
• Step 2: Include your order number and a clear description of the issue
• Step 3: Attach photos clearly showing the defect or error
• Step 4: We will review your claim and respond within 2 business days with a resolution

Claims submitted more than 10 business days after delivery may not be eligible for coverage at our discretion.

4. Resolution Options

Depending on the nature of the issue, we will offer one of the following resolutions:

• Reprint — we reprint the affected items at no charge and ship them to you. This is our preferred resolution as it gets you the product you ordered.
• Partial refund — for partial order issues, we may issue a partial credit or refund for the affected items.
• Full refund — in cases where the order is entirely unusable or a reprint is not feasible, we will issue a full refund to the original payment method.

Refunds are processed within 5–10 business days after approval and will be returned to the original payment method. You will receive email confirmation once a refund is issued.

5. Etsy Orders

Orders placed through our Etsy store are also subject to Etsy's buyer protection policies. If you have a dispute that we are unable to resolve directly, you may open a case through Etsy. We will cooperate fully with Etsy's dispute resolution process.

6. Returning Physical Items

In most cases, we do not require you to return defective items to us — photos are typically sufficient to process a claim. If we do request a physical return, we will provide a prepaid return shipping label at no cost to you.

Please do not return items without prior authorization. Unauthorized returns may not be accepted and could delay your resolution.

7. Contact Us

We want every customer to be happy with their order. If you have any concerns, don't hesitate to reach out — we always find a fair solution:

• 📧 smartmerchdesign@gmail.com
• 📞 (347) 608-5682
• 📍 By appointment only — Oakhurst, NJ

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