Returns & Refunds
We Stand Behind Our Quality
We print every product with care and quality control. If something isn’t right, we’ll make it right. Here’s how.
FAQ - Returns & Refunds
No, that’s a change of mind, and we don’t refund those. But you can sell it, gift it, or order a new size (paying full price). We stand behind quality, not preference.
No! If it’s a quality issue, keep it. We don’t need it back. We’ll either reprint or refund without requiring a return.
1-2 weeks total. We process quickly, but banks take a few days.
Ask us! For some situations, we may offer credit toward a future purchase.
That’s why we recommend tracked shipping. Our printer’s responsibility ends when they receive it. Use Royal Mail Special Delivery or equivalent.
Yes, but it’s a new order. You’d need to purchase the new design. We can discuss discount options—contact hello@totemproud.com.
Return to your regional printer’s facility (address provided). International return shipping is expensive, so we only accept returns for quality issues (which don’t require returns anyway).
Still Have Questions?
We’re here to help! Contact us if you have concerns about fit, sizing, or anything else.
📧 Email hello@totemproud.com
Response time: 24-48 hours (covering UK, US, EU, and Africa time zones)
💬 Live Chat
Available Monday-Friday, 9 AM-6 PM GMT Start a conversation directly on our website
📱 WhatsApp
Quick questions? Click here to message us on WhatsApp
Our Returns Philosophy
Our Commitment
Since every item is printed on demand specifically for you, returns work differently than traditional e-commerce. Here’s our approach:
✅ Quality Issues: Completely covered
- Misprinted designs
- Damaged during printing/shipping
- Manufacturing defects
⚠️ Change of Mind: Up to you
- Sizing regrets
- Colour looks different than expected
- Changed your mind about the design
- These are at your expense (but we can discuss alternatives)
Exception: For Brazilian customers only
Brazilian law grants a 7-day “right to regret” policy. If you’re in Brazil, you have 7 calendar days from receipt to cancel.
Return Timeline
Time Limits for Returns
Quality Issues (Misprinted, Damaged, etc.)
- Claim Window: Up to 30 days from delivery
- What We Cover: Full reprint or refund, no return shipping needed
- How to Claim: Email photos + order number to hello@totemproud.com
Lost Packages
- Claim Window: Up to 30 days from estimated delivery date
- What We Do: Investigate with carrier and reship
- What We Cover: Full reprint or refund
After 30 Days
- We can’t process quality claims beyond 30 days
- Keep proof of delivery and photos if issues arise
Quality Issues & Claims
How to File a Quality Claim
Step 1: Assess the Issue
- Misprinting (design unclear, off-center, faded, etc.)
- Damage during production (tear, stain, burn, etc.)
- Damage during shipping (crushed packaging, water damage, etc.)
- Missing items from your order
Step 2: Document with Photos
Take clear photos showing:
- The problem clearly visible
- Packaging condition (if damaged in shipping)
- Order number visible if possible
- Multiple angles if necessary
Step 3: Contact Us
Email: hello@totemproud.com
Subject line: “Quality Claim – Order #[your order number]”
Include:
- Your order number
- Order date
- 2-3 photos of the issue
- Description of what’s wrong
- Your preferred resolution (reprint or refund)
Step 4: We Investigate
- We review your claim (usually within 24-48 hours)
- If it’s a Printful quality issue, we approve immediately
- We email you with next steps
Step 5: Resolution
- Reprint: We print and ship a replacement at no cost (no return needed)
- Refund: We refund your order cost (not including original shipping)
- You keep the defective item (no need to return it)
Damaged Items During Shipping
What to Do
If the Packaging is Damaged
- Accept or Refuse the Delivery
- Inspect before accepting if possible
- If severely damaged, you can refuse delivery
- Take photos either way
- Open and Check Contents
- Carefully unpack the hoodie
- Check for damage inside
- Damaged Inside?
- Take photos of the damage
- Check if damage could be from production or shipping
File Your Claim
Email: hello@totemproud.com
Subject: “Damaged Item Claim – Order #[number]”
Include:
- Photos of package damage
- Photos of product damage
- Order number
- Your preferred resolution
What We Cover
✅ Clear Shipping Damage
Printful replaces free. We’ll either reprint and ship or refund.
✅ Production Defects Found Upon Opening
We cover this even if packaging looks fine.
⚠️ Damage Possibly Caused by Customer
If damage is minimal or appears to be from handling after receipt, we’ll discuss with you. We’re reasonable—we understand accidents happen!
Refund Process for Damage Claims
- Original shipping cost: Not refunded (carrier’s responsibility)
- Product cost: Full refund or reprint
- Return shipping: Not required (keep the item)
- Timeline: 5-7 business days to receive refund
Lost Packages
What Happened to My Order?
Step 1: Wait a Bit
Shipping is unpredictable. If your order is within 2 days of the estimated delivery date:
- ✅ Wait another day or two (weather, bank holidays, courier delays happen)
- ✅ Check your tracking link for the latest updates
- ✅ Leave a note for the courier if not yet delivered
Step 2: Verify Everything
- Confirm the tracking link shows attempted delivery
- Check with neighbours (package may have been left nearby)
- Verify your address is correct
- Ask household members if they accepted it
Step 3: File a Lost Package Claim
If 2+ days past estimated delivery:
Email: hello@totemproud.com
Subject: “Lost Package Claim – Order #[number]”
Include:
- Your order number
- Estimated delivery date from your email
- Tracking number
- Shipping address
- Current date
What We Do
- Investigate with Carrier
- We contact the shipping carrier
- Carriers investigate (typically takes 5-10 business days)
- Check if Package Bounced
- Carrier may report it as undeliverable
- Address issues will be identified
- Resolution
- Found in Transit: Redelivered to you
- Lost: We refund or reprint
- Address Issue: We discuss options
Refund Process for Lost Packages
- Product cost: Full refund or reprint
- Original shipping: Not refunded
- Timeline: After carrier investigation (10-15 business days)
Incorrect or Wrong Item
If You Received an Error
Printers Made an Error
(Completely wrong item shipped, e.g., you ordered a Nigeria hoodie and got Kenya)
✅ We Cover This
- Reprint of correct item: Free
- Original item: Keep or return (your choice)
- Return shipping: Not required
- Timeline: Reprint ships within 3-5 business days
Claim Process: Email: hello@totemproud.com with order number and photos
You Ordered the Wrong Thing
(You ordered size L but actually needed XL)
⚠️ Change of Mind – You Pay
- We can print a new size for you
- You’ll pay the new order cost (full price)
- No refund for the original
- This is your expense, not ours
Why? Since each item is printed on demand, we can’t resell it. Creating a new one costs the same as the original.
Size & Fit Issues
Get It Right the First Time
Before Ordering: Check Our Size Guide
[Link to size guide with measurements]
Our hoodies are unisex with a relaxed fit.
Measurements include:
- Chest width (inches and cm)
- Length from shoulder
- Sleeve length
- Neck size
What If It Doesn’t Fit?
The Honest Truth:
Since each hoodie is printed specifically for you, we can’t offer free size exchanges. Here’s why:
- Creating a new size = printing a new hoodie
- We can’t resell the original
- We don’t have inventory to swap
Your Options:
Option 1: Size Exchange
- We print your new size and ship it
- You pay the full price for the new hoodie
- You keep the original (or donate it)
Option 2: Keep It & Adjust
- Many customers find unisex hoodies fit differently over time
- Fabric relaxes and moulds to your body
- Worth wearing a few times before deciding
Option 3: Resell It
- Sell it on resale platforms (Vinted, eBay, Depop)
- Gift to a friend or family member
- Use for oversized sleepwear look
Prevention Tips:
- Read our size chart carefully
- Compare to a hoodie you already own
- Contact us before ordering if unsure: hello@totemproud.com
- We’re happy to help you choose the right size!
Non-Returnable Items
❌ These Cannot Be Returned
- Change of Mind: Not our issue (unless you want to purchase a new size)
- “Doesn’t Match My Aesthetic”: Personal preference, not our problem
- Sealed/Hygiene Items: If you’ve worn it without tags, we can’t resell
✅ These CAN Be Returned (if claimed within 30 days)
- Misprinted or faded design
- Damaged during production
- Damaged during shipping
- Manufacturing defects
- Wrong item shipped (our error)
- Lost in transit
Return Shipping & Addresses
If You're Returning an Item
When Do You Need to Return It?
Quality Claims:
- No return needed! Keep it.
- We issue refund/reprint without requiring the original back
- This covers misprints, damage, defects
Change of Mind / Wrong Size:
- You choose whether to return it (at your cost)
- If you want a refund, you’d need to return it
- But honestly, most customers find better uses for it
If You Choose to Return an Item
Return Address: [Printful’s Return Address – varies by region]
Important Notes:
- Return shipping is your responsibility
- We recommend tracked shipping (Royal Mail Special Delivery, etc.)
- Send from your local post office
- Do NOT return to Totem Proud’s address—send to Printful only
What Happens After Return:
- Printful receives your package (can take 2-4 weeks internationally)
- They inspect the returned item
- They issue refund or store credit
- Refund appears in your account (5-7 business days after approval)
- You’ll receive confirmation email
Unclaimed Returns: If you return an item but we don’t process it within 30 days, Printful donates it to charity. You won’t receive a refund.
Refunds Explained
Refund Timeline & Process
Refund Eligibility
Approved for Refund:
- Quality issues (misprinting, damage, defects)
- Carrier’s fault (lost packages)
- Printful’s error (wrong item shipped)
NOT Approved for Refund:
- Change of mind / buyer’s remorse
- Sizing regrets
- Colour looks different than expected
- You paid extra for express shipping (that cost doesn’t come back)
Refund Amount
Approved Quality Claims:
- ✅ Product cost: 100% refunded
- ❌ Original shipping: Not refunded (carrier’s fee)
- ❌ Express shipping upgrade: Not refunded
Refund to Brazil: Under Brazilian law, full refund includes product cost + original shipping
Refund Method
Refunds return to your original payment method:
- Credit/Debit Card: 5-7 business days
- PayPal: 2-3 business days
- Apple Pay/Google Pay: Via original card (3-7 days)
Refund Timing
- You submit claim
- We review (24-48 hours)
- We approve (if valid)
- Printful processes (2-3 business days)
- Your bank/payment provider posts (3-7 business days)
Total: 1-2 weeks typically
Partial Refunds
We don’t do partial refunds. It’s either:
- Full product refund (or reprint), or
- No refund (if change of mind/sizing)
What If You're Not Satisfied?
Disputes & Escalation
If You Disagree With Our Decision
We’re fair people. If we declined your claim but you feel it’s wrong:
- Email us again with additional information
- Explain clearly why you believe it qualifies
- Provide more evidence (photos, timestamps, etc.)
We’ll review again. Most disputes are resolved when customers provide more context.
Serious Issues
If you’ve exhausted our help:
- Contact Printful directly: support@printful.com
- They’re the actual manufacturer and can override our decisions
- Provide them with all correspondence with us
Payment Disputes
If you believe you were wrongly charged:
- Contact your payment provider directly
- They can investigate on your behalf
- Provide them with our correspondence