PADICHAT REFUND AND RETURNS POLICY
This Refund and Returns Policy applies to all purchases made through the Padichat online shop at padichat.com/shop.
All Padichat merchandise is produced on demand and fulfilled by our fulfilment partner Printful Inc. This means every item is made specifically for you when you place your order. Because of this, our returns policy differs from a traditional retail store, please read this policy carefully before purchasing.
Your contract is with Padichat, not with Printful. Printful is our fulfilment partner and operates behind the scenes. All customer queries, refund requests, and complaints should be directed to us at [email protected].
We stand behind the quality of every product in our shop. If something goes wrong on our end or Printful’s end, we will make it right, at no cost to you. Specifically:
✓ Defective or damaged items → free replacement or full refund ✓ Wrong item sent → free replacement or full refund ✓ Item lost in transit → free replacement or full refund ✓ Significant colour or print discrepancy from the product listing → free replacement or full refund
Because all products are made to order specifically for you, we are unable to accept returns or offer refunds for:
✗ Change of mind ✗ Ordering the wrong size (size guides are provided on every product listing) ✗ Ordering the wrong colour ✗ Items that have been worn, washed, or used ✗ Minor variations in colour between screen display and the printed product (screens display colours differently, slight variations are normal and not considered defects) ✗ Personalised or custom items (where applicable)
Please check size guides carefully before ordering. If you are between sizes or unsure, contact us at [email protected] before placing your order and we will help you choose.
4.1 How to make a claim
If you receive an item that is defective, damaged in transit, or different from what you ordered:
- Contact us within 14 days of receiving your order at [email protected]
- Use the subject line: “Order Issue — Your Order Number”
- Include the following in your email:
- Your full name and order number
- A clear description of the issue
- Clear photographs showing the defect, damage, or discrepancy, photos are required to process your claim
- We will respond within 2 business days to confirm receipt
- We will review your claim and notify you of the outcome within 5 business days
4.2 Approved claims
If your claim is approved, we will offer you the choice of:
- Free replacement — we reorder the correct item and ship it to you at no cost
- Full refund — we refund the full purchase price (excluding original shipping costs, unless the item was lost in transit)
4.3 Refund processing
Approved refunds are processed to your original payment method within 10 business days of approval. The time it takes to appear in your account depends on your bank or payment provider, typically an additional 3–5 business days.
5.1 Tracking your order
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. Please monitor your tracking before contacting us about delays.
5.2 When to report a lost order
Contact us at [email protected] if:
- Your tracking shows no movement for 10 or more consecutive business days
- Your order has not arrived within the following timeframes after dispatch:
| Destination | Maximum wait before reporting |
|---|---|
| United States | 30 days |
| United Kingdom | 30 days |
| Europe | 30 days |
| Canada | 30 days |
| Australia / New Zealand | 35 days |
| Nigeria / West Africa | 45 days |
| Rest of world | 45 days |
5.3 Our response to lost orders
For orders confirmed lost by the carrier or not received within the timeframes above, we will:
- Reship your order at no additional cost, OR
- Issue a full refund including original shipping costs
Note: We are not responsible for orders that show as “delivered” by the carrier tracking system but were not received. In such cases, please check with neighbours, building reception, or your local post office first. If you still cannot locate the parcel, contact us and we will investigate with the carrier on your behalf.
6.1 Do not return items without authorisation
Because our products are fulfilled by Printful, items should not be returned to us or to Printful without prior written authorisation from [email protected].
Unauthorised returns cannot be processed and we will not be responsible for any items sent to us without prior agreement.
6.2 Authorised returns
In the rare event that we authorise a physical return:
- We will provide the correct return address at the time of authorisation
- Items must be returned in their original condition, unworn, unwashed, and with original packaging where possible
- Return shipping costs are the customer’s responsibility unless the return is due to our error (defective, wrong item, or damaged)
- We recommend using a tracked shipping service for all returns, we are not responsible for items lost in return transit
7.1 Cancelling before production
Orders can be cancelled for a full refund before they enter production at Printful. Production typically begins within 24–48 hours of order placement.
To request a cancellation, contact [email protected] immediately with your order number. We will do our best to cancel the order if production has not yet started, but we cannot guarantee cancellation.
7.2 Cancelling after production
Once an order has entered production at Printful, it cannot be cancelled. This is because the product is being made specifically for you and production costs have already been incurred.
We do not offer direct exchanges. If you would like a different size, colour, or product:
- Contact us to discuss whether a return is eligible
- Place a new order for the item you want
- We will process any approved refund for the original item separately
Items purchased on sale or with a discount code are subject to the same refund policy as full-price items. Discounts and sale prices do not affect your rights under this policy.
Padichat OG members enjoy the same refund and returns rights as all other customers. OG member discounts applied at purchase will be honoured in any replacement order issued under this policy.
Padichat merchandise is produced and fulfilled by Printful Inc. on our behalf. By placing an order you acknowledge that:
- Production timelines are subject to Printful’s manufacturing schedule
- Shipping timelines are subject to carrier schedules and are outside our direct control
- International orders may be subject to customs delays and import duties, which are outside our control and are the responsibility of the recipient
- Minor colour variations between digital mockups and printed products are inherent to the print-on-demand process and are not considered defects
Our commitment to you is to resolve any issues arising from production defects, transit damage, or lost shipments in accordance with this policy.
Printful contact information (for reference only, all customer queries should come to us): Printful Inc., 11025 Westlake Dr, Charlotte, NC 28273, USA printful.com
Nothing in this policy affects your statutory rights under applicable consumer protection law, including:
- UK Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose, and as described
- EU Consumer Rights Directive — 14-day right of withdrawal for online purchases (note: this right may not apply to personalised or custom-made goods)
- US State Consumer Protection Laws — including applicable California consumer protection rights
- Nigerian Consumer Protection Council Act — applicable rights for Nigerian consumers
If you are unsure of your rights, contact your local consumer protection authority.
For all refund, return, and order enquiries:
Email: [email protected] Subject line format: Order Issue — Your Order Number Response time: Within 2 business days General contact: [email protected] Website: padichat.com/shop