Return & Refund Policy

 

3 MINUTES READING, PLEASE CAREFULLY CONSIDER BEFORE MAKING YOUR PURCHASE!

After you make a purchase, an order confirmation email will be sent automatically. Please check your Spam/Junk Mail folder or contact our Customer Service if you have not received a Confirmation email.

Some issues may occur while shopping with us. We are always available and glad to hear your concerns and develop suitable solutions. However, we need to ensure that your item(s) issue will be eligible for cancellation, modification, replacement, return or refund; so please go through the following conditions:

Order Cancellation/Modification:

  • Within 24 hours after the order is submitted, please do not hesitate to contact us for order cancellation or modification at [email protected].
  • After the first 24 hours, this is when all the productions have started and cannot be paused; there are several scenarios as follows:
  • If you still want to cancel the order, we will keep 30% of the order or item (if you would like to cancel a specific item(s)) as compensation for the production cost. 
  • If you want to modify the order, we will charge an additional 30% of the order or item (if you would like to modify a specific item(s)) for the new production of the modified item that you requested (we will discard the previous item).
  • If you would like to change the address, this is technically impossible. However, we will try our best to modify it and come back with a confirmation of whether we have successfully changed the address or not. Please understand that we will not be responsible if it is impossible to change the address.
  • We cannot accept cancellations, changes, or refunds for orders already in transportation.

Order Replacement/Return/Refund:

Please note that you must contact us within 7 days of the delivery date of your items (as shown by the courier tracking system). After 7 days, it is invalid to request order replacements, returns, or refunds. Detailed scenarios are as follows:

Poor Quality:

  1. Materials:
  • Since our products are 3D printed, the material is mainly Polyester. We cannot accept a replacement/return/refund if the customer is unsatisfied with the material. We have the necessary information in the product descriptions, which we assume the customer has had a good reading before placing an order with us.
  1. Thickness:
  • Our product materials may be slightly thinner and different from standard garments. We offer more than just merchandise; it's also the aesthetic value of our designs. 3D printing on these items requires Polyester fabric (3D printing or additive manufacturing is a process of making three-dimensional solid objects from a digital file). Therefore, we cannot accept refunds or replacements.
  • However, we are willing to refund or replace the item if the customer can provide video or photographic evidence that it is extremely thin.
  1. Size:
  • Please refer to each product page's size chart before purchasing to select the correct size. We are not responsible for a refund due to improper fit. In this case, we would like to offer a replacement with an additional fee.
  • In case you receive a product that is the wrong size and does not match the size chart on our website. Please place your product on a flat surface, measure it with a measuring tape, and take a picture of the item, which displays its width and length measurements. Refund or replacement only applies to the incorrect size product due to our mistake.
  1. Printing issues:
  • For items that are faded, blurry, or have different designs from those shown on our website, we are willing to provide a free replacement or a refund.
  • Due to manual cut-and-sew, the final product's design position and color may slightly shift. For these items, we cannot offer a replacement or refund.
  1. Seam issues:
  • We will refund or replace items that have lousy seam issues. However, we cannot accept refunds/replacements for the following cases:

 

Small white where Print meets Stitches

 

Sublimation only lets the ink get into the top layer of the fabric. Since the ink doesn't go through the material, about half of the back of the printed fabric is visible. When we sew, the needles move the fibers out of the way so the thread can go through. Around stitches, especially on dark prints, there are sometimes small white spots. This is the spaced-out inside of the fabric. It is impossible to prevent this, which is most apparent in places stretching.

 

Misalignment of prints where seams meet:

 

Our sewing team is trained to pay attention to the print, but they sew with the wrong side of the fabric facing them. While seams are visually aligned before sewing, we can't guarantee alignment down. Slipping and shifting happen often.

Personalized Items:

  1. Text or personalized details:
  • A refund or a free replacement will be accepted if the text or personalized details do not match the order.
  • We can only offer a replacement with an additional fee for items with incorrect text due to the customer's misspelled text.
  1. Personalized orders without text:
  • You will receive a text confirmation email from us, and we will process your order without text if you don't respond within 24 hours.

Defective/ Incorrect Order:

  1. Delivery damage:
  • Once the packages have been shipped, a third party (the courier) may cause delivery damage. In this case, we can only offer refunds if you select shipping insurance.
  1. Wrong Items:
  • We will issue a free replacement for items that do not match your order.

Order not Received:

  • We will refund or replace your order if it has not been delivered within 60 days.
  • This policy excluded customers' mistakes when providing incorrect shipping details and missed parcel deliveries.

Failure to Deliver/Return to Sender:

  1. Incorrect address:
  • We allow order modifications within 24 hours of email confirmation. Please kindly have a thorough review of the shipping information included in the email. We will not resend or issue a refund if the courier cannot deliver due to an incorrect/insufficient address.
  • If you still want to resend your package with a newly corrected address, we'll charge up to 50% of your order value.
  1. Customer refuses to sign the order:
  • In this case, we will assume that the buyers don't want the item anymore, which we cannot honor - In Polynesian Print, we strive to offer great value to our customers, so time is the most crucial element. For example: if a customer places an order, an allocation of our resources (system, staff, courier, etc.) will be made to bring the best experience to this customer's shopping journey at Polynesian Print. If this customer cancels the item, all of our preparation time will be in vain. We don't blame the customer, but it will affect other valuable customers expecting their order as soon as possible. Legal-wise, once one submits an order, one will enter into a legal contract with the seller to purchase all the items in the order. Therefore, we cannot offer returns or refunds; only replacements with an additional fee are acceptable.
  1.  Returned-to-sender orders:
  • Please contact your local post office first to arrange delivery for returned-to-sender orders.
  • Next, please provide us with any response from your local post office via [email protected]. This step will enable us to track the packages and find better ways to assist with your order.
  1. PO Boxes or front-door mailboxes:
  • We're not responsible for lost packages sent to PO Boxes or front-door mailboxes.
  1. Reshipping the packages:
  • If a package is returned to the Sender by the courier, we'll reship it to you for free once.
  • If you don't want us to resend the package, we'll refund and keep 35% as a handling fee.

Sale Items:

  • Regular-priced items are refundable.
  • Sale and custom items are non-refundable. Only replacements are accepted.

Force Majeure:

  • We cannot refund packages delayed by natural disasters, pandemics, etc.
  • Please be patient while waiting for the delivery (5-7 weeks). After 2 months, if you haven't received your order, we will issue a refund.

HOW TO REQUEST A REPLACEMENT/REFUND/RETURN:

Please take the following actions to start a replacement, refund, or return within 7 days, if you believe your order situation qualifies for us to provide an appropriate solution:

1.
Take a photo/video of the product along with a photo of the QR code/Cover Package lying on a flat surface with good lighting. Please keep in mind that you must show it as clearly as possible to prove that the item is eligible for a replacement, refund, or return.

 

2. Please email us at [email protected] stating why you would like a replacement/refund/return and attaching the photo you took in step one. Of course, any other relevant information will be helpful.

We'll get back to you within 48 hours with a confirmation of your request. If the information you provided is not clear enough, we will ask for further clarification. Please respond within 7 business days. Otherwise, we will have to close your case due to insufficient evidence.

If your request is accepted, there are three types of approval:

  1. Return approval: we will provide you with the warehouse address to which you would need to ship the item, and you will be responsible for the shipping cost. We strongly recommend you use a trackable mail service; we are not responsible for losing or missing packages. Once we have received the returned item, we will examine it again to ensure the condition matches what you described in the email. Then, we will proceed further with your replacement or refund. Please note that we do not accept returns unless the item is defective, does not match the order, or has poor print quality.
  1. Replacement approval: we will ship a new item at our own expense to you by standard shipping method. The tracking code will be emailed to you as soon as it is available. Please allow 3-4 weeks for the replaced items to arrive at your door. 
  1. Refund approval: we will immediately issue a refund back to your original method of payment. Please allow 3–5 business days for this amount to be reflected in your account.

LATE OR MISSING REFUNDS

Please understand that we issue a refund immediately after the approval; therefore, the money leaves our account at that moment.

Kindly check your bank account one more time.

If you have not received the refund, contact your credit card company. It may take some time for verification from their side.

Then, contact your bank to check for this amount. Like the credit card company, they would have some processing time before the amount is reflected. In our experience, some credit card companies could take up to 30 days to proceed with the amount.

If you have done everything above and still do not have any results, don't hesitate to contact us at [email protected].

We reserve the right to modify this policy at any time to prevent fraud or other potentially damaging activities that exploit our policy to harm our customers or our business.