Return policy
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at info@urbanopticon.com
Becaause the products are print on demand. the clothing gets printed especially for you.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@urbanopticon.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@urbanopticon.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Return Policy
Claims for misprinted/damaged/faulty items must be made within 4 weeks of product receipt. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims that are considered to be an error on our part will be at our expense.
If you or your customers discover a defect in the products or any other problem with the order, please submit a problem report.a
The English language version controls this Agreement and its interpretation, regardless of any translation made for any purpose.
The return address is Printful’s setup by default. When we receive a returned shipment, you will be sent an automated email notification. Unclaimed returns will be used for charity after 4 weeks. If Printful’s facility is not used as a return address, you are responsible for all returned shipments.
Wrong address – if you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be responsible for the cost of re-delivery once we have confirmed an updated address (if any).
Unclaimed – Supplies that are unclaimed will be returned to our facility and you will be responsible for the cost of redelivery (if any) to you or your end customers.
If you have not registered an account on printful.com/en/ and have not added a payment method, you hereby agree that any returned orders due to an incorrect shipping address or non-receipt of the shipment will not be available for reshipment and at your expense be used for charity (without us issuing a refund).
Printful will not accept returns of sealed goods, particularly face masks, that are unsuitable for return for health or hygiene reasons. You hereby agree that returned face mask orders will not be available for re-delivery and will be disposed of instead.
Returned by customer –It is best to advise your end customers to contact you before they return any products. Except for customers residing in Brazil, we do not refund orders simply because the customer changes their mind. Product returns, face mask returns, and size swaps can only be offered at your expense and discretion. If you decide to accept returns or offer a size exchange yourself, you must place a new order for a face mask or product in a different size at your own expense. Customers residing in Brazil who have changed their mind must contact our customer service and indicate their willingness to return the item within 7 consecutive days of receipt and provide a picture of the item. The withdrawal request will be subject to an assessment to verify whether the product has been used or destroyed, even if it is partial. In these cases, a refund is not possible.
Notice to EU consumers: According to Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, you cannot be offered a right of withdrawal for:
1. the supply of goods made to the consumer’s specifications or significantly personalised;
2. sealed goods whose seal has been broken after delivery and which are therefore not suitable for return for reasons of health protection or hygiene,
therefore, Printful reserves the right to refuse returns at its sole discretion.
