Return Policy


We want you to be completely satisfied with your purchase. Please read our return policy carefully.

Return & Refund Policy

  • Damaged, Wrong, or Missing Items: If your order arrives damaged, broken, or if you receive the wrong product, please contact us within 7 days of delivery with photos of the issue. We will offer a full refund or a free replacement without requiring you to return the item.
  • Lost Packages: If your package is lost in transit, we will issue a full refund or resend the order at no extra cost.
  • Change of Mind / Wrong Size: Due to the nature of international shipping, we do not accept returns for personal reasons such as choosing the wrong size, ordering the wrong item, or simply not liking the product. Returning items internationally is often costly and time-consuming.
    • Optional: For high-value items, we may consider a return if you agree to cover the return shipping costs to our designated warehouse. Please contact us first for approval before sending anything back.
  • Processing Time: All refund or replacement requests are reviewed within 24-48 hours. Once approved, refunds are processed to your original payment method or store credit.

  • Any claims for misprinted, damaged, or defective items must be made within 30 days of receiving the product. All claims for packages lost in transit must be submitted within 30 days of the estimated delivery date. Claims that are determined to be our fault will be at our expense.

     

    For custom designed or printed items please follow the below conditions.

  • Please contact us as soon as you accept any of the following situations.

    1. The color does not match the preview

    The printing machine we use is of high quality and has the best printing effect in China, as a result of our extensive testing. However, because printing is a chemical process, we cannot guarantee that the final product will be perfectly consistent with the preview. This is affected by a variety of factors, including your computer’s resolution; different computers display different effects. The type of machine and its settings will have an impact on the final presentation of the product.

    If there is only a minor color difference that can be divided within an acceptable range, this is not covered by our quality assurance, unless your customized product is light gray and the product we made is dark gray. Or two completely different colors, such as red and blue.

    • The fabric will influence the printing effect, such as using smooth fabrics and breathable/elastic fabrics to achieve different results. The print will be darker on smooth fabrics and lighter on breathable or stretch fabrics.
    • When the same design is applied to different products, the printed colors may differ to some extent due to variations in materials. This is unavoidable and falls within the normal production range.
    • The generator’s effect will be more colorful than the actual effect, primarily to facilitate merchant promotion. However, the actual effect will be similar.

    2. Size inconsistency

    Our clothing and footwear have a clear size and measurement method; please measure using our standard measurement method. If, after receiving the order, you or your end customer discovers that the product (clothing and footwear) is too large or too small. Please contact customer service as soon as possible. We will provide you with a satisfactory response. Once the order has entered the production process, you will be required to make a certain payment.

    3. Faulty or damaged product

    If you or your end customer receives a defective or damaged order, such as a damaged product, an incorrect quantity, or a product of poor quality that is not attributable to you or your customer. We will cover the cost of a new order if you wish to submit one.

    You must provide us with the following information:

    • A description of the problem and details about how the order was packaged.
    • And photographs of damaged order items and their packaging.

    Tips:

    • Footwear products are developed based on an average size (EU 41), so there might be minor printing discrepancies in actual products of different sizes, which fall within the acceptable error range.
    • If the product experiences uncontrollable printing technology issues, such as slight deviations in printing, this situation does not deem the product defective.

    4. Incorrect recipient information

    • The name of the recipient
    • The phone number of the recipient
    • Address of the recipient

    If the carrier determines that the information provided by you or your end customer is insufficient, the shipment will be returned to the JetPrint fulfillment center or the location designated by the carrier. If you want to submit a new order with an updated address, you must pay the cost of the new order.

    Tips: If you receive a call from the carrier or the local post office, please go to the designated location as soon as possible to pick up the order. If there is evidence that the carrier or local post office dialed the recipient’s phone and the recipient did not answer, resulting in the order being returned or lost, you will be responsible for the cost of the new order.

    5. The recipient has chosen to refuse delivery

    If your customer rejects the order while it is in transit, the order will be returned to the JetPrint fulfillment center and securely processed. If you want to submit a new order with an updated address, you must pay the cost of the new order.

    6. Unclaimed order

    If you or your customer are unable to receive their order at the specified address, it can be picked up at their nearest post office or carrier pickup location. Shipments that are unclaimed may be returned to JetPrint. In these cases, please place a new order and contact us so that we can report the problem and arrange a refund of the product price for the new order; however, shipping will be charged.

    We will not resend the order if the customs requires the recipient to cooperate with customs clearance and other related work, and requires customs clearance within a certain period of time, and you or your recipient does not respond and the order is destroyed by the customs or returned to JetPrint. We will not resend the order.

    7. Customer satisfaction

    We accept refunds and remakes if the product has serious quality issues. We do not accept returns if there are no quality issues with the product; all customized products are personalized products, and each product is customized. You must pay the new order fee if you wish to resubmit a new order.

    8. Order lapsed

    The order was lost due to our error. Please contact us as soon as possible and we will reschedule and send a new order.Tips: All refund fees are equal to the original purchase order cost, not the product price.