What is your return & refund policy?
We don't offer returns for the time being. How we handle your refund request is determined by your order status.
Order status is "Paid" - We will immediately issue a full refund to you.
Order status is "In Production", "Production completed", or "Qualified" - We will deduct the cost of the products and refund you the rest of the amount.
Order status is "Shipped" - Your refund request will not be accepted.
Order status is "Delivered" - Please get in touch with our customer service within 15 days of delivery. We will do our best to provide a satisfactory solution.
Order status is “Completed” - This status appears after 15 days of delivery. At this point, we’re unable to process your refund request because the reimbursement deadline has passed.
Please note that all the refunds will be sent back to the original payment method used to make the initial purchase.
If you are not happy with the product delivered, please contact our customer service for after-sales support.
What if the product delivered is a wrong item/damaged/has quality issues?
If you receive the wrong product or a damaged/defective item, please contact our customer service as soon as possible and provide your order ID and picture of the product. After verification, we will produce and ship a new product to you for free. You can also choose to request a refund instead.
What’s the time limit for a refund request?
If you want to request a refund, please contact our customer service within 15 days of your order status becoming "Completed". To ensure a fast refund process, please provide the order ID and images associated with the product issue.
How can I check the progress of a refund?
Go to Dashboard > Orders > Find the order for which you requested a refund > view the order's current status.
If the order status is "Refunded", the funds have been returned to the original payment method used to make the initial purchase; otherwise, your refund request is still under review.
You can also view your order status in your transaction history. Here’s how to check your transaction history:
1. Go to Dashboard > Billing > Transaction Record;
2. Click on "Order Details" to view the transaction information of all your orders;
3. Click on "Wallet Details" to view the transaction records of your POD Wallet;
What if my customer is not happy with the product they receive?
If your customer is unsatisfied with the product, please get in touch with our customer service. After receiving information such as the order ID, relevant photos, and the reason why your customer is upset, we will open a support ticket and help you resolve the problem as soon as possible. Note that we will only issue a refund if the product is damaged or defective.
What if the delivery address was wrong?
To correct the delivery address of a paid order, please contact our customer service ASAP.
How do I contact the PODpartner support team?
You can start a live chat via our website chat bubble or send us an email at firstname.lastname@example.org. We will get back to you within 24 hours on weekdays.
How long do I have to wait for a refund?
If you request a refund when your order status shows "Paid", the request will be immediately approved by PODpartner. The refund will be sent back to the original payment method used to make the initial purchase. It typically takes a few seconds to complete the refund for payments originally made with POD Wallet. As for Paypal payments, the processing time could vary depending on Paypal's refund policy.
If the order status is other than "Paid", you have to contact our customer service for a refund. We will respond to your request in 24 hours.
Why do some garments have inconsistent fabric color?
Some of our products are pre-faded for an aged or distressed look, which is achieved through various processes such as stone wash, marble wash, and snow wash. These processes involve the use of mechanical abrasion to break down the fibers of the fabric, causing the color to fade and create a bleached, and even slightly worn-out appearance.
Unlike garments made from mass-colored fabrics, our garments are washed and dyed in small batches. Therefore, even with the same dyeing process, there could still be variations in the final color of the garment. Typically, 80% of our small-batch dyed garments have consistent colors with a color fastness rate of 2 or 3, which are within the standard range.
The inconsistencies in the fabric color of pre-faded garments are an inherent aspect of the small-batch dying process. They can also give the garment a unique and individualized character.
What if there is a shift in the position of my printed design?
During the direct-to-garment (DTG) printing process, there is a possibility of placement errors, which can result in a slight shift in the print position.
Placement errors typically occur for two reasons:
- Garment movement: During the printing process, the garment may shift slightly, causing the design to become misaligned. This can happen due to a variety of reasons such as the type of fabric, the garment's thickness, or the tension of the printing pallet.
- Material stretching or shifting: Depending on the material of the product, it may stretch or shift slightly during the printing process, leading to slight variations in the final print placement.
PODpartner maintains a placement error limit of 1cm. This means that if your printed design has a shift of 1cm or less from the intended position, it will not be considered a quality issue and is not eligible for a refund. We do our best to minimize the possibility of placement errors, but it's important to keep in mind that small shifts within this limit are a normal part of the DTG printing process.