Returns & Refund Policy

This policy applies to all PrintRune orders (United States, United Kingdom, and Canada). By ordering you agree to it together with our Shipping Policy, Terms of Service, and Privacy Policy. PrintRune is the seller and merchant of record for every order and handles all returns and refunds directly — your purchase is a contract with PrintRune.

PrintRune products are physical, made-to-order items produced individually after purchase. Refund eligibility therefore differs from off-the-shelf retail — please read this policy before requesting a return.

1. The 30-Day Window

You have 30 days from the delivery date (per carrier tracking) to request a return, replacement, or refund. After 30 days, sales are final except where mandatory consumer-protection law says otherwise (see Section 8).

2. What Qualifies

You are entitled to a full refund or a free replacement, with free return shipping where a return is needed, when:

• The item has a manufacturing defect — a print flaw, fabric fault, or other quality problem — shown with clear photos or video.
• The wrong item, size, or colour was shipped compared with your order confirmation (our error).
• The item was damaged in transit and is unusable, reported with photos within 48 hours of delivery.
• The package is confirmed lost by the carrier.

3. What Does Not Qualify

Except where consumer-protection law requires otherwise, we cannot accept:

• Change of mind, or simply no longer wanting the product.
• Defect or damage claims without clear photo or video evidence.
• Customer ordering errors — for example, selecting the wrong size or colour.
• Normal print-on-demand variation: roughly 5–10% colour difference from your screen, 1–2 inches versus the size chart, and up to 0.5 inch in print placement.
• Subjective dissatisfaction where the product matches its description and has no defect.
• Personalised or custom items, unless defective, damaged, or not as described.
• Items that have been used, worn, washed, or altered, or that are missing original tags or packaging.
• Refused parcels (see Section 6).
• Reports made more than 30 days after delivery.
• Cancellations after production has started (more than 12 hours after ordering).

4. How to Request a Return or Refund

1. Email support@printrune.com with the subject line "Refund Request – Order #[number]".
2. Include your order number, clear photos or video where relevant, and a short description of the problem.
3. We review and reply with a decision within 24 business hours.
4. Most approved cases need no return shipment — we send a free replacement or issue the refund directly. Where a physical return is required for an issue we are responsible for, we provide a prepaid label; please ship the item back within 7 days.

Return address. Always wait for our instructions (and the return label we provide) before shipping anything back. Do not send items to our registered office address — returns sent there, or to any address without authorisation from our support team, cannot be processed or refunded.

End-to-end timing: with no return required, refunds reach your original payment method within 5–10 business days of approval. With a return, allow extra time for transit and inspection — typically 15–25 business days from request to refund.

5. Refund Amounts, Exchanges, and Alternatives

Restocking fee. We do not charge any restocking fee ($0) on returns — the amounts in the table above are the only costs that ever apply.

Exchanges. Because each item is manufactured on demand, we do not offer direct exchanges. Instead:

• Defective items — we usually send a free replacement without requiring a return.
• Return and reorder — receive a refund for the original (if eligible) and place a new order.
• Keep and discount — in selected cases, keep the item and receive a partial refund or a discount code toward a replacement (typically 30% in customer-error situations).

6. Special Situations

Cancellations

Within 12 hours of ordering and before production begins: full refund. After that, cancellation is no longer possible — email us immediately with your order number if you need to cancel. Eligible cancellation refunds are processed within 5–10 business days.

Lost in transit

Contact us if tracking shows no movement for 10+ days past the expected delivery. We investigate with the carrier and provide a replacement or full refund once the loss is confirmed.

Damaged on arrival

Report within 48 hours of delivery with photos of both the packaging and the product. We provide a replacement or refund at no cost.

Marked "delivered" but not received

Contact us promptly so we can open a carrier investigation. A carrier delivery scan is strong evidence but not automatically the final word — we assess each case on its facts and help with next steps, including a carrier claim where one is available.

Address errors, returned-to-sender, and refused parcels

Providing a complete, accurate address at checkout is your responsibility. If a parcel comes back due to an address error, the original order is generally not refundable, and we can reship once any reshipment charge is paid. If we or the carrier asked you to act (pickup, rescheduling, address confirmation) and the parcel was returned because no action was taken within the carrier's window (typically 3–5 days), reshipment may carry an extra charge. A refused parcel is generally not eligible for a product refund and shipping is non-refundable — accept the delivery, inspect it, and contact us if something is wrong. Address-change rules are described in the Shipping Policy.

Delays and split shipments

Delivery dates are estimates; a carrier delay alone does not qualify for a refund if the order ultimately arrives, though a confirmed loss does. Items produced at different facilities may arrive separately with their own tracking numbers — this is normal and not by itself grounds for a refund.

7. Refund Processing and Timing

• Standard timing: 5–10 business days to your original payment method after approval.
• Not visible after 10 business days? First check your card or PayPal statement — refunds sometimes post under a different transaction name. Then contact us with your order number, the approval date, your payment method, and a screenshot showing the refund has not arrived. We verify the refund, trace it with the payment processor, and aim to resolve within 3 business days.
• Once we issue a refund to the payment processor, the remaining time for it to appear is controlled by your bank or payment provider. As seller of record, PrintRune stays responsible for making sure an approved refund ultimately reaches you.

8. Your Consumer Rights

Nothing in this policy limits or excludes any statutory consumer right that cannot be waived. Where this policy and such a right conflict, the right prevails.

• United States: this policy applies alongside federal and state consumer-protection law, including California law.
• United Kingdom: your rights under the Consumer Rights Act 2015 are unaffected — faulty or misdescribed goods can entitle you to a repair, replacement, or refund. Made-to-order and personalised goods are exempt from the standard 14-day cancellation right of the Consumer Contracts Regulations 2013, but that exemption never applies to goods that are faulty, damaged, or not as described.
• Canada: applicable federal and provincial consumer-protection law applies in addition to this policy.

Custom items. Personalised products (custom text, uploaded photos, customer-specified modifications) are final sale unless defective, damaged, or materially different from their description.

9. Fraud Prevention

To protect against abuse — and always consistent with your statutory rights — we may request additional documentation, inspect returned items, decline claims where an item shows use or alteration inconsistent with the claim, and apply extra review to accounts with unusually frequent refunds (more than 3 in 90 days). Approved non-defective returns must come back unworn, unwashed, in original packaging with tags, and in resellable condition. These measures are never used to deny a genuine statutory right.

10. Chargebacks and Disputes

We aim to resolve every issue directly: (1) email support@printrune.com — most cases resolve within a 10-business-day good-faith window; (2) if unresolved, request a manager review (reply within 3 business days); (3) you may then pursue a payment-method dispute, a consumer-protection authority, or the options in our Terms of Service. We encourage contacting us before opening a card or PayPal dispute — it is usually the fastest path — but you always retain the right to dispute a charge with your issuer or provider; nothing here waives it.

11. Governing Law and Updates

This policy is governed by the laws of the State of Wyoming, United States, except where the mandatory consumer-protection law of your jurisdiction grants different or additional rights. We may update this policy at any time; changes apply to future orders from the new "Last updated" date, and prior orders are honoured under the version in effect when placed.

12. Contact

• Email: support@printrune.com (fastest; replies within 24 business hours)
• Phone: +1 (307) 381 2969
• Support hours: 9 AM – 6 PM ICT (7 PM – 4 AM PDT / 10 PM – 7 AM EDT)
• Legal and policy questions: legal@printrune.com

Please include your order number, the product, a clear description of the issue, supporting photos or video, and your preferred resolution.