Refund & Return Policy
Backstory Prints
Effective Date: May 2026
At Backstory Prints, every order is custom-produced specifically for each customer. Because of the made-to-order nature of our services, we maintain the following refund, return, and replacement policies.
By placing an order with Backstory Prints, you agree to this policy.
1. Custom Printed Products
All custom printed, embroidered, fulfilled, or made-to-order products are generally considered final sale.
We do not accept returns or provide refunds for:
- Buyer’s remorse
- Incorrect sizes selected by the customer
- Customer-submitted artwork errors
- Spelling or design mistakes approved before production
- Minor color variations
- Minor print placement variations
- Delayed delivery caused by shipping carriers
- Orders placed incorrectly by the customer
2. Damaged, Defective, or Incorrect Orders
If an item arrives:
- Damaged
- Defective
- Misprinted
- Incorrect due to a production error on our side
Please contact us within 7 days of delivery.
Claims submitted after this period may not be eligible for replacement or refund.
To process a claim, customers must provide:
- Order number
- Clear photos of the issue
- Description of the problem
Approved claims may qualify for:
- Reprint
- Replacement
- Store credit
- Refund (at our discretion)
3. Production Variations
Because apparel printing is a physical manufacturing process, slight variations may occur between orders.
The following are considered normal production tolerances and are not eligible for refund or replacement:
- Slight print placement shifts
- Minor color differences
- Small garment shade differences
- Minor sizing differences between garment batches
- Natural imperfections in garments or fabrics
Colors may appear differently on screens compared to printed products.
4. Customer-Supplied Artwork
Customers are fully responsible for the quality and accuracy of submitted artwork.
Backstory Prints is not responsible for:
- Low-resolution files
- Transparent artifacts
- Incorrect dimensions
- Poor print quality resulting from supplied files
- Typographical errors in customer artwork
- Copyright or trademark issues
Customers are encouraged to carefully review all proofs and mockups before approval.
5. Order Cancellations
Orders may only be canceled before production begins.
Once production has started, orders cannot be canceled, modified, or refunded.
Rush orders may begin production immediately after payment.
6. Shipping Issues
Backstory Prints is not responsible for shipping delays caused by:
- Shipping carriers
- Weather conditions
- Customs delays
- Incorrect addresses submitted by customers
- Lost or stolen packages after confirmed delivery
If a package is lost in transit, we will work with the carrier to assist where possible.
Customers are responsible for ensuring shipping information is accurate before placing an order.
7. Returns
Due to the custom nature of our products, returns are generally not accepted unless approved by Backstory Prints.
Unauthorized returns may be refused.
If a return is approved:
- Items must be unused and unwashed
- Products must be returned in original condition
- Return shipping costs may be the customer’s responsibility unless otherwise agreed
8. Chargebacks & Payment Disputes
Customers agree to contact Backstory Prints directly before initiating chargebacks or disputes.
Fraudulent or abusive chargebacks may result in:
- Account suspension
- Refusal of future service
- Collection activity where permitted by law
9. Business & Fulfillment Clients
For fulfillment, wholesale, or white-label accounts:
- Clients are responsible for reviewing samples and approving production standards
- Minor production variances do not constitute fulfillment failure
- Backstory Prints is not responsible for downstream business losses, lost sales, or marketplace penalties caused by shipping delays or carrier issues
10. Contact Us
For refund or return requests, please contact:
Backstory Prints
Downtown Los Angeles, California
Email: helpme@backstoryprints.com
Website: backstoryprints.com