Refund policy

📜 Refund & Exchange Policy

1. Our Commitment

 

We partner with Printful to bring you high-quality, on-demand merchandise. Every item is unique and made-to-order, which means we do not hold inventory. This allows us to minimize waste and offer a wide range of designs.

This policy outlines the steps for when things go right (defective item) and when they don't (wrong size ordered).

 

2. Returns and Exchanges 

We generally do not offer returns or exchanges.

Since all of our products are custom-made just for you when you order, we cannot accept returns for items that were ordered in the wrong size, color, or for simple buyer’s remorse. Please review our size charts carefully before placing your order.

 

3. Refunds and Replacements (The Printful Guarantee)

 

We happily offer a free replacement or refund if your order meets any of the following conditions:

Issue Resolution Time Frame Action Required
Damaged Product Free Replacement or Refund Within 30 days of delivery. Customer provides clear photos of the damage.
Misprinted/Defective Item Free Replacement or Refund Within 30 days of delivery. Customer provides clear photos of the defect/misprint.
Wrong Item Received Free Replacement Within 30 days of delivery. Customer provides a photo of the incorrect item.
Lost in Transit Free Replacement (after investigation) Tracking status unmoved for 10+ business days. We will investigate with the carrier; if confirmed lost, a free replacement will be sent.

To initiate a claim for any of the above reasons, please follow these steps:

  1. Email us immediately at [business@thechilltwins.com].

  2. Include your Order Number (e.g., #1234).

  3. Attach clear photos of the item showing the defect, misprint, or damage.

We will review your claim and work with Printful to process a free replacement or refund as quickly as possible.

 

4. Addressing Wrong Size Orders (Customer Responsibility)

 

We understand that ordering clothes online can be tricky.

  • We include detailed size charts on every product page. Please consult them before purchasing.

  • If you ordered the wrong size, we will not offer a refund or exchange. However, as a courtesy to our community, we may offer a one-time discount on a new, correctly-sized order. Contact us to inquire.

 

5. Unclaimed/Returned-to-Sender Orders

 

If a package is returned to Printful's facility due to an incorrect or incomplete address provided by the customer, or if the package is unclaimed:

  • We will notify you via email.

  • The customer will be responsible for the reshipping costs. We will not issue a refund for the product itself.

 

6. Refund Processing Time

 

If a refund is approved:

  • Your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card, PayPal, etc.) within 5–10 business days.

 

7. Contact Us

 

For any questions about our policy, please contact us at:

[business@thechilltwins.com]