Refund policy

Refund/Return Policy

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to Iexecute. Unclaimed returns get donated to charity after 4 weeks. If Printful's facility isn't used as the return address, you would become liable for any returned shipments you receive.

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 liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer.

Returned by Customer - It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your expense and discretion. A new order, at your expense, would need to be placed for an updated size if you choose to accept or offer size exchanges to your end customers.

Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Printful reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Return Address

All sent products are marked with Printful's return address for customers convenience.

If a product is returned, it will come back to Printful’s and we'll place it in temporary returns for 28 days at no cost. During this time, Iexecute will be able to change the shipping address, and Iexecute will be responsible for shipping costs. All unclaimed returns will go to charity

What if the recipient's address was wrong?

 

 

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated address.

If the package was not returned to sender, then you would have to process a new order to replace the original

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! Printful we'll cover the costs of reprinting and shipping a replacement order for you.

Printful may ask for Iexecute’s help prior to doing that, like confirming with the customer that the shipping address was correct. Printful recommends it would also be good to confirm that the  customer notify their local post office locating the lost order.

Keep in mind that if tracking information states an order was delivered but the customer thinks they haven't received it, Printful won't take responsibility and reship that order. In that case, any replacements would have to be at customer’s expense. 

What happens if a package wasn't delivered to a customer, but the tracking states that it was?

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Printful won't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."

If the customer is unable to locate the package, Iexecute will replace a new manual order to have it reshipped. Printful isn’t yet able to assist with filing claims with shipping carriers but hope to do so in the future!

My order shows it is being returned to sender, what now?

There are a few reasons an order can be returned to sender but most often it is due to an un-deliverable address. Other instances include the package being unclaimed at customs or refused/returned by the end customer. You will receive notice once the order arrives back to our facility. Printful advises Iexecute on contacting the end customer to determine how they would like to proceed and then Iexecute will contact Printful with an updated address if iexecute determines the customer wants to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by end customer, or had an incorrect address originally provided.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date. 

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to support@printful.com, then they'll gladly send a replacement at no cost to you.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on Printful’s part will be handled at our expense.

If purchasing customer would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at Iexecute’s expense by placing a new order.

If the item is returned to Printful’s facility, someone from Printful’s team will contact Iexecute regarding the return. Printful will ship the return back to Iexecute; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.

Where are returns sent?

The return address of Iexecute’s store is by default Printful's. However, in the near future we’ll change it to Iexecute’s own address in the USA. If the end customer wishes to return the product and Iexecute’s address is set as the return address, then Iexecute will be responsible for returns.

All sent products are marked with Printful's return address for customers convenience.

Since, Iexecute’s will leave Printful's address as the return address, once Printful receive the returned package they'll notify Iexecute via email that the package has been returned once it reaches Printful’s facility, and based on the reason for the return, Printful and Iexecute we'll decide what the next steps should be.

Packages sent out from US fulfillment centers are returned to the Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.

Meanwhile, packages sent out from our Europe location are automatically returned to our Europe fulfillment center. Its address: Lidostas parks, Marupes novads, Latvia LV-2167. 

How does the German Packaging Act (VerpackG) affect my business?

The German Packaging Act (VerpackG) is a German law aimed to reduce the impact of packaging waste on the environment.

VerpackG applies to all companies and online retailers who send packaged shipments to Germany. It requires that you pay a fee for the disposal and recycling costs of the packaging you import into Germany. 

We’ve decided to cover all packaging charges imposed by the VerpackG for orders fulfilled by Printful, so you don’t have to.

What you should know:

  • If you fulfill your products only with Printful, you don't have to pay any extra fees and register your business with Germany's Packing Registry.
  • If you sell products fulfilled by another company or yourself, you should register your business with the Central Packaging Registryand pay the fees for those products.
  • If you've already registered with the Central Packaging Registry and sell Printful products only, you can revoke your registration by contacting the Central Packaging Registry.

  Note. All orders sent through DHL get returned to our facilities. 

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