Refund policy

RETURNS & REFUND POLICY

We want you to love your purchase! However, all apparel items are printed to order to reduce waste and environmental impact. Due to the custom nature of these products, we have specific guidelines for returns and exchanges.

PRINT-ON-DEMAND APPAREL

All clothing items are custom printed to order which means less waste - yay! However, this also means:

  • No returns or exchanges for change of mind or incorrect sizing
  • All measurements are provided for each product - please check carefully before ordering
  • All sales of print-on-demand items are final unless faulty or damaged

WHAT CAN BE RETURNED

We will accept returns or offer replacements only for items that are:

  • Faulty or damaged upon arrival
  • Have a faulty print or manufacturing defect
  • Returned in original, unworn condition (unless there is a washing fault)

Returns must be requested within 14 days of receiving your order.

WE CANNOT ACCEPT RETURNS FOR:

  • Change of mind
  • Wrong garment size selected (all measurements are provided - please choose carefully)
  • Colour variation between screen and printed product (screen colours are made from light and will differ from printed fabric)
  • Low-resolution or blurry uploaded images
  • Stock delays or courier delivery timeframes (these are beyond our control)
  • Design position, size or scale variations (designs are proportionally adjusted for different garment sizes)

HOW TO REQUEST A RETURN

If you receive a faulty or damaged item, please email us within 14 days with:

  • Your order number
  • What you would like to return
  • Why you want to return it
  • A photo clearly showing the fault or damage

We will assess your request and organise a replacement or refund if it meets our return policy. You may need to return the product to us. Please note: we do not cover return shipping costs.

CARE INSTRUCTIONS

To keep your apparel looking great:

  • Wash before first wear - cold wash, inside out
  • Do not tumble dry or iron the print
  • Avoid Earthwise or Ecostore detergent as they can cause print fading

CUSTOM SERVICES & WORKSHOPS

  • Deposits for custom artwork, illustration, graphic design services, and pottery workshops are non-refundable
  • Workshop cancellations made more than 48 hours in advance may receive a credit for a future workshop
  • Cancellations made less than 48 hours before a workshop are non-refundable

CONTACT US

For returns or questions, please email mail@tuijohnson.com