Polendo Design Return and Refund Policy
At Polendo Design, we are committed to delivering high-quality products and ensuring a positive customer experience. This return and refund policy outlines how we handle requests and includes the roles of our partners, Shopify, Printful, and TikTok, in the process.
1. Return Eligibility
Due to the custom, made-to-order nature of our products, returns are limited to the following situations:
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Defective Items: Products with manufacturing defects, such as misprints, damage, or poor-quality materials.
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Incorrect Orders: Items that differ from what you ordered (e.g., incorrect size, design, or product).
Non-Returnable Items:
- Custom or personalized items cannot be returned unless defective or incorrect.
- Sale or clearance items are final sale and not eligible for return.
2. Refund Eligibility
Refunds are granted under the following conditions:
- You contact us within 14 days of receiving the item(s).
- You provide proof of the issue (e.g., photos of the defective or incorrect product and the packing slip).
- The product is unused, in its original condition, and, if applicable, in its original packaging.
If approved, we will:
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Replace the item with a new one (if available).
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Process a refund to your original payment method.
3. How to Request a Return or Refund
3.1 Initiating a Request: To request a return or refund, contact us at polendodesign@gmail.com with the following information:
- Your order number.
- Description of the issue.
- Photos of the defective or incorrect item.
3.2 Role of Shopify: Shopify securely handles your payment and transaction details. Refunds will be processed through Shopify’s payment gateway and credited to your original payment method.
3.3 Role of Printful: Printful is responsible for producing and shipping your order. If the issue is related to production (e.g., defective printing or incorrect items), we will work directly with Printful to arrange a replacement or refund.
3.4 Role of TikTok: If you discovered our products via a TikTok ad and need support with a return or refund, your data related to TikTok (e.g., purchase event tracking) does not affect your ability to initiate a return. TikTok does not directly handle customer service or refunds but may be used for performance insights.
4. Shipping for Returns
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Defective or Incorrect Items: If your return is approved, we will provide instructions and cover the cost of return shipping.
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Customer-Initiated Returns: For non-defective returns (if permitted), customers are responsible for return shipping costs.
5. Refund Processing
5.1 Timeline:
- Refunds are typically processed within 7–10 business days after the returned item is received and inspected.
- You will receive an email confirmation once the refund is issued.
5.2 Payment Gateway:
- Refunds will be processed securely through Shopify's payment gateway. Depending on your bank or payment provider, the refund may take additional time to appear on your account.
5.3 Communication:
- Printful will confirm production-related refunds or replacements once the issue is verified.
- Shopify ensures refunds are credited correctly to your original payment method.
6. Damaged or Lost Items
6.1 Damaged Items: If your item is damaged during shipping:
- Email us at polendodesign@gmail.com within 14 days of delivery.
- Include photos of the damage and the packaging.
- We will work with Printful to arrange a replacement or refund.
6.2 Lost Items: If your package is marked as delivered but not received:
- Contact us within 7 days.
- We will work with Printful and the shipping carrier to investigate and resolve the issue.
7. Non-Refundable Situations
Refunds will not be issued for:
- Delays caused by shipping carriers or customs (for international orders).
- Items returned without prior authorization.
- Normal wear and tear of products.
- Issues caused by incorrect customer-provided information (e.g., wrong shipping address).
8. Data Collection and Sharing
8.1 Shopify: Shopify securely processes all payment and order information. Refunds and returns are managed through Shopify’s platform for accuracy and reliability.
8.2 Printful: Printful manages the production and fulfillment of your orders. If an item is defective or incorrect, we coordinate with Printful to resolve the issue.
8.3 TikTok: TikTok’s marketing tools, such as the TikTok Pixel, are used to track order events like "Add to Cart" or "Complete Purchase." This data is anonymized or hashed and does not affect your eligibility for a return or refund.
9. Contact Us
If you have questions about your return or refund, please reach out to us:
We strive to resolve all issues promptly and ensure your satisfaction with Polendo Design.
