Refund policy

Damaged, defective or incorrect products

Arrives damaged;
Contains a manufacturing defect;
Contains a material printing or embroidery defect;
Is the wrong product;
Is the wrong design;
Is the wrong size or colour because of a fulfilment error;
Is missing from the shipment; or
Is materially different from the product ordered.

The customer should provide:

Their order number;
A description of the problem;
A photograph showing the complete product;
Close-up photographs showing the defect;
A photograph of the size label where relevant; and
A photograph of the packaging and shipping label where relevant.

For several affected products, we may request a photograph or video showing all affected items together.

Do not dispose of the product or packaging until the claim has been reviewed.

Where the claim is approved, we may offer:

A free replacement;
A free reprint;
A full or partial refund;
Store credit with the customer’s agreement; or
Another remedy required by applicable law.

20. Returnless resolution

Damaged or defective products ordinarily do not need to be physically returned where photographs or video provide sufficient evidence of the problem.

Where a claim is resolved without a physical return, the customer may be asked to:

Keep the product;
Donate it;
Recycle it; or
Dispose of it responsibly.

We may request additional evidence where reasonably necessary to verify the complaint or prevent fraudulent claims.

21. Change-of-mind returns and exchanges

Because products are generally produced after an order is placed, Soul & Hands does not ordinarily accept voluntary returns or exchanges where:

The customer selected the wrong size;
The customer selected the wrong colour;
The customer changed their mind;
The product does not suit the customer’s personal preference;
The customer no longer wants the item; or
The customer prefers a different design.

This restriction applies to our voluntary return policy.

It does not remove any cancellation, withdrawal, refund, replacement or other consumer right that must legally be provided in the customer’s country.

22. Legally required returns

Consumer rights differ between countries.

Where applicable law gives a customer a mandatory right to cancel or return an online purchase, Soul & Hands will honour that right in accordance with the relevant legal requirements.

The customer must contact us before returning a product.

We will provide instructions based on:

The customer’s country;
Reason for the return;
Product condition;
Nature of the product; and
Available return arrangements.

A genuinely personalized product may be excluded from change-of-mind rights where applicable law permits.

A standard Soul & Hands design is not treated as personalized merely because it was manufactured after the order was placed.

23. No unauthorized returns

Do not return any product without first receiving written instructions from Soul & Hands.

The address printed on a package may belong to:

A print provider;
A fulfilment facility;
A shipping carrier;
An unbranded returns facility; or
Another third party.

It is not necessarily authorized to receive customer returns.

Products sent to an unauthorized address may be refused, destroyed, returned to the sender or become unrecoverable.

Our postal contact address is not automatically a product-return address.

24. Refunds

Approved refunds will ordinarily be issued to the original payment method.

Although Printify may refund production costs to Soul & Hands, the customer’s refund must be processed separately through the Soul & Hands store or applicable payment provider.

After we issue a refund, the customer’s bank, card issuer or payment provider may require additional processing time.

Unless otherwise required by law or expressly agreed, refunds do not ordinarily include: