Refund & Return Policy

🎯 QUICK OVERVIEW

  • 30-Day Return Window for eligible items
  • Free returns for our errors or defective products
  • Easy process – just email us to get started
  • Fast refunds – processed within 2-5 business days

1. ORDER CANCELLATIONS & CHANGES

Within 24 Hours ✅

You can cancel or modify your order FREE within 24 hours of purchase. This includes:

  • Changing size, color, or design
  • Updating shipping address
  • Canceling your order completely

After 24 Hours ⚠️

Once your order enters production (especially custom items), we cannot guarantee cancellation or changes. If cancellation is still possible, a 10% processing fee may apply.

How to Request: 📧 Email: [email protected]
Include: Order number, full name, and requested changes

2. OUR RETURN GUARANTEE

✅ WE ACCEPT RETURNS FOR:

Quality Issues (100% Free Returns)

  • Damaged or broken during shipping
  • Wrong item, size, color, or design sent
  • Print defects (blurry, misplaced, faded)
  • Defective materials (torn, dirty, peeling after first wash)
  • Measurements off by more than 1.5″ from size guide

Lost or Delayed Orders

  • Package lost in transit with correct address provided
  • Delivery exceeds maximum estimated timeframe (30+ days)

❌ WE CANNOT ACCEPT RETURNS FOR:

  • Items worn, washed, or altered
  • Customer ordering errors (wrong size, color, style chosen)
  • Customer design errors (spelling mistakes, low-quality images uploaded)
  • Items without original tags or packaging
  • Sale/clearance items (marked as final sale)
  • Custom orders (unless defective or our error)
  • “Changed my mind” or personal preference
  • Minor thread issues that don’t affect wear
  • Packages showing “delivered” without proof of issue

Important: Please double-check your order before finalizing! We recommend reviewing size charts and design proofs carefully.

3. EASY RETURN PROCESS

Step 1: Contact Us (Within 30 Days)

📧 Email: [email protected] with:

  • Order number and name
  • Clear photos/video showing the issue
  • Description of the problem
  • Your preference: replacement or refund

Photo Requirements:

  • Full view of item with design visible
  • Close-up of defect or damage area
  • For wrong size: measurements on flat surface
  • For multiple items: side-by-side comparison

Step 2: Get Approval (2-3 Business Days)

Our team will review and email you:

  • Return approval confirmation
  • Return shipping address
  • Return authorization number

⚠️ Do not ship items before receiving approval!

Step 3: Ship Your Return

  • Pack items securely with original tags
  • Include printed order confirmation
  • Use trackable shipping service
  • Email us the tracking number

Return Shipping Costs:

  • FREE if it’s our error or defective product
  • Customer pays for preference returns (if accepted)

Step 4: Get Your Resolution

Once we receive and inspect your return (within 72 hours):

  • Replacement: New item ships within 3-5 business days
  • Refund: Processed within 2-5 business days to original payment method

Refund Timeline:

  • Our processing: 2-5 business days
  • Bank/card processing: 3-15 business days
  • You’ll receive email confirmation when refund is issued

4. CUSTOM & PERSONALIZED ORDERS

Design Approval is Key! Custom orders are final sale once you approve the design and production begins.

We Accept Returns Only If:

  • Item arrives damaged or defective
  • We made an error in production
  • Wrong item or design shipped

Not Eligible:

  • Customer design mistakes (spelling, wrong image, etc.)
  • Changed mind about design
  • Color variations on screen vs. print (minor differences are normal)

Pro Tip: Review your design proof carefully before approval. Check spelling, image quality, and design placement!

5. EXCHANGES

General Policy: We don’t offer direct exchanges for customer selection errors.

What You Can Do:

  1. Cancel within 24 hours and reorder correctly
  2. Return eligible items for refund, then place new order

We Offer Exchanges For:

  • Defective or damaged items
  • Wrong item sent due to our error
  • Size issues due to our error (measurements off by 1.5″+)

6. LOST OR MISSING PACKAGES

Package Tracking Shows No Updates

If tracking hasn’t updated in 7+ business days, contact us immediately. We’ll investigate with the carrier.

Package Shows “Delivered” But You Didn’t Receive It

First Steps:

  1. ✅ Check mailbox, porch, and garage
  2. ✅ Ask neighbors and building management
  3. ✅ Check with household members
  4. ✅ Review delivery photo (if available)
  5. ✅ Contact carrier directly

Then Contact Us: If still missing, email us within 7 days with:

  • Order number and tracking details
  • Confirmation you’ve checked above locations
  • Police report (for claims over $150)

Our Liability: Up to $150 for verified stolen packages with correct shipping info and police report.

Packages Lost in Transit

Considered Lost If: Shipping exceeds maximum timeframe by 30+ days

Action: We’ll offer replacement or full refund (your choice)

Claim Deadline: Must file within 60 days of order date

7. SHIPPING ADDRESS RESPONSIBILITY

You Must Provide:

  • ✅ Complete street address
  • ✅ Apartment/suite number (if applicable)
  • ✅ Correct city, state, ZIP code
  • ✅ Working phone number

We Are Not Responsible For:

  • Orders returned due to incorrect addresses provided by customer
  • Packages forwarded/redirected by customer request
  • Deliveries to wrong addresses due to customer error
  • Re-shipping fees for address corrections

Pro Tip: Double-check your shipping address before checkout!

8. REFUND DETAILS

What’s Included in Your Refund:

✅ Full product price
✅ Original shipping fee (if our error)
✅ Any applicable taxes

What’s NOT Refundable:

❌ Return shipping costs (customer preference returns)
❌ Original shipping fees (customer error returns)

Refund Method:

  • Issued to original payment method only
  • Credit/debit cards: 3-15 business days
  • PayPal: 3-5 business days

Missing Your Refund?

  1. Check bank/card account first
  2. Contact your bank (processing can take 5-10 days)
  3. Still missing? Email us at [email protected]

9. RESTOCKING FEES

Good News! We DO NOT charge restocking fees for approved returns. 🎉

10. IMPORTANT NOTES

Documentation is Key: We require clear photos/video evidence for all quality claims. Without proper documentation, we cannot process returns.

Return Shipping Insurance: For items over $45, we recommend using tracked shipping with insurance. We’re not liable for items lost during return shipping.

Seasonal Rush Periods: During peak holiday seasons (November-December), processing may take 1-2 days longer. We appreciate your patience!

Sale Items: Items marked “Final Sale” or purchased during clearance events are not eligible for returns unless defective.

11. OPTIONAL SHIPPING PROTECTION

Add Peace of Mind at Checkout!

For a small fee, protect your order against:

  • Lost packages
  • Stolen deliveries
  • Damaged items in transit

Not Covered:

  • Incorrect addresses provided by customer
  • Refused deliveries
  • Acts of nature/force majeure

12. CONTACT OUR SUPPORT TEAM

We’re Here to Help! 💬

Have questions? Need to start a return? We’re just an email away!

Email: [email protected]
Hours: Monday – Friday, 9:00 AM – 6:00 PM EST

Average Response Time: Within 24 hours (usually faster!)

💙 OUR COMMITMENT TO YOU

At ChrisBrandStore, we stand behind every product we create. Whether it’s a festive Christmas hoodie or a custom family matching set, we want you to be thrilled with your purchase. If something goes wrong, we’ll make it right—it’s that simple.

Thank you for celebrating with ChrisBrandStore!