Refund Policy
Refund Policy
Ink & Soul Return and Refund Policy
At Ink & Soul, we strive to deliver high-quality products, but we understand that issues may arise. Our policies are designed to ensure customer satisfaction while maintaining fairness for all parties involved.
1. Handling Damaged, Defective, or Lost Items
Damaged or Defective Products
Despite our rigorous quality checks, items may occasionally suffer damage in transit. If you receive a misprinted, damaged, or defective product, you may request a replacement by following these steps:
- Submit your replacement request within 7 days of delivery.
- Provide unboxing videos, photos of the damaged product, and images of the original packaging.
- Requests made after 7 days will require reprinting charges.
Important: If an unboxing video is not provided and we cannot verify the defect's cause, we may not be able to issue a refund or replacement.
Package Damage at Delivery
If your package appears damaged when it arrives:
- Note the damage in the courier's delivery remarks.
- This helps us file a claim with the courier service for a potential refund.
2. Exchanges or Returns for Wrong Sizes
If a customer orders the wrong size or wishes to return a product that has no defects, it will need to be handled at your expense. This involves placing a new order for the correct size.
Note: Please refer to our size chart guide to minimize sizing errors.
3. Lost Items in Transit
For orders lost during shipping, we offer the following options:
- We will issue a refund once the shipping status confirms the item is lost.
- Alternatively, we can reproduce and re-ship the product to your customer.
4. Delayed Order Delivery
If an order isn't attempted for delivery within 15 days for Air shipping or 20 days for Surface shipping, you have the option to:
- Request a reproduction and re-shipping of the product.
- Opt for a refund for the order.
5. Color Matching in DTG Printing
Our prints use world-class digital technology with OEKO-TEX ECO PASSPORT-certified inks. However, slight color variations may occur compared to your design. We recommend ordering test swatches before finalizing any designs to ensure color satisfaction.
6. Unboxing and Handling Guidelines
Please advise your customers to handle unboxing carefully. Refunds or replacements won’t be possible for damages caused by scissors or sharp objects during unboxing unless:
- A clear unboxing video is provided.
- Images of the courier cover are submitted.
7. Handling Size Discrepancies
For issues related to size:
- Provide images of the product along with measurements to help us verify the issue with our production team.
- Please note there is a measurement tolerance of ±0.5 inches for apparel, which is considered standard and is not eligible for returns or refunds.
Wrong Size Ordered
If a customer orders the wrong size or wants to return a product without defects, a new order must be placed at your expense.