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Refund Policy

Physical Products + Digital Downloads

Last Updated: January 18, 2026

Applies to: All Printsyde customers globally

By placing an order with Printsyde, you agree to this Refund Policy, the Returns & Exchanges Policy , Terms of Service , and Privacy Policy .

1. Policy Overview

Printsyde is the merchant-of-record and is responsible for processing all refunds for physical and digital products.

Contact:

  1. Email (primary): customerservice@printsyde.com
  2. Phone: +1 (307) 995-8067 (9AM–6PM ICT / 7PM–4AM PDT)
  3. Standard response time: 24 business hours

2. Physical Products Refunds

Refund Eligibility (30-Day Window)

Eligible for full refund with free return shipping:

  1. Defective items (print flaws, faulty fabric, manufacturing defects) with clear photos/videos.
  2. Wrong item delivered (incorrect product, size, or color due to Printsyde error).
  3. Items damaged during shipping (broken, torn, unusable) with photos provided within 48 hours.
  4. Lost packages confirmed by carrier (no delivery).

Not eligible for refund:

  1. Change of mind or no longer wanting the product.
  2. DO NOT provide clear photos or videos evidence of dectect items.
  3. Customer ordering errors (wrong size or color selected by customer).
  4. Minor variations within normal POD tolerance (about 5–10% color, 1–2 inches sizing, up to 0.5 inch print placement).
  5. Personalized or custom items unless defective.
  6. Orders over 30 days from delivery.
  7. Used, worn, washed, or items without original tags/packaging.
  8. Refused packages.
  9. Cancellations after production starts (12 hours after order).
  10. Address changes after shipping begins.
  11. Packages returned to sender despite instructions (e.g., Printsyde operations team emails you to contact local delivery agent for pickup/rescheduling/address correction, but you fail to act within 3-5 days; full customer responsibility—no refund, reshipment at your cost)

Refund Request Process

  1. Email customerservice@printsyde.com with subject "Refund Request – Order #[Number]".
  2. Include order number, photos/videos, and a detailed description.
  3. Review and decision provided within 24 hours.
  4. Most refunds do not require a return shipment; if return is required, a prepaid label is provided for Printsyde's errors and must be shipped within 7 days.
  5. Total timeline: approximately 15–25 business days from request to refund appearing in your account.

Refund Amounts

  1. For Printsyde's errors:
  2. Product price: Full refund
  3. Original shipping: Refunded
  4. Return shipping: Free prepaid label provided
  5. For customer errors (if approved on a case-by-case basis):
  6. Product price: Refunded
  7. Original shipping: Non-refundable
  8. Return shipping: Customer pays

Alternative Resolutions

  1. Partial refund without requiring a return (for minor issues).
  2. Free replacement product at no additional cost.
  3. Discount code for a future purchase (typically 30% for customer errors).

3. Digital Products Refunds

  1. All sales are final once the download link is accessed; digital products cannot be "returned" as the customer retains a copy.

Exceptions (Refunds Available Within 30 Days)

  1. Corrupted files that cannot be opened (screenshots required).
  2. Incorrect content that is significantly different from the product description.
  3. Technical delivery failure preventing download after reasonable troubleshooting.
  4. Format mismatch where the file format differs from the product listing.

Not Eligible for Digital Refund

  1. Change of mind after download access.
  2. Compatibility issues where software requirements were clearly listed.
  3. User error or lack of technical knowledge.
  4. Subjective dissatisfaction with content.
  5. Customer device, storage, or internet limitations.
  6. Files downloaded but not used.

Download Troubleshooting (Before Requesting Refund)

  1. Check spam/junk folder for the download email.
  2. Log in to your account dashboard and access "My Purchases" to download again.
  3. Try a different browser and temporarily disable VPN or ad blockers.
  4. Confirm a stable internet connection.
  5. If still unresolved, email customerservice@printsyde.com with order number, error details, and browser/device information for a fresh download link (response within 24 hours).

Download Access Period

  1. Email link: active for 72 hours from purchase.
  2. Account dashboard: active for 30 days from purchase.
  3. After 30 days: contact customerservice@printsyde.com for a one-time link extension (granted at Printsyde's discretion).
  4. Printsyde is not responsible for data loss after the 30-day access period; download and store files promptly.

4. Special Refund Situations

Order Cancellations (physical products)

  1. Within 12 hours of order: full refund if production has not started.
  2. After 12 hours: cancellation not possible (production likely started).
  3. To cancel, email customerservice@printsyde.com immediately with your order number; refund processed within 5–7 business days if eligible.

Lost, Damaged, or "Delivered But Not Received" Shipments

  1. Lost in transit: contact Printsyde if no tracking movement 10+ days after expected delivery; Printsyde investigates with the carrier and provides a replacement or full refund.
  2. Damaged during shipping: report within 48 hours with photos; replacement or full refund provided at no cost.
  3. Marked "delivered" but not received: contact Printsyde immediately; Printsyde will investigate but is not responsible for theft after carrier delivery.

Refused Packages

  1. Printsyde is not responsible for refused packages.
  2. Original shipping, return shipping, and any reshipment fees are the customer's responsibility; no refund is issued.

Address Changes and Incorrect Addresses

  1. Customers are responsible for providing a complete and accurate shipping address at checkout (including apartment/suite numbers, postal codes, and business names where applicable).​
  2. Address change requests:
  3. Within 12 hours of placing the order: Printsyde will attempt to update the address at no additional cost if production and fulfillment have not progressed too far.
  4. After 12 hours but before shipment: Printsyde cannot guarantee changes, but will make reasonable efforts to update the address; if the address cannot be changed, the order will ship to the original address.​
  5. After shipment: The shipping address cannot be changed. Customers may contact the local carrier directly to request a manual delivery adjustment where the carrier allows it.​
  6. Incorrect or incomplete addresses:
  7. If a package is returned to Printsyde due to an incorrect or incomplete address provided by the customer, return shipping and any reshipment fees are the customer’s responsibility.
  8. The original order is not eligible for a refund in these situations; Printsyde may reship to an updated address once the customer pays any applicable reshipment fees.
  9. Returned to sender despite instructions: See section 2 for details—no refund eligibility.

Shipping Delays

  1. Estimated delivery dates are estimates only, not guarantees; no refunds are issued solely for carrier delays.
  2. Expedited shipping speeds transit time only, not production time.
  3. If a shipment is confirmed lost (not just delayed), a replacement or refund is provided.

Multiple Items Shipping Separately

  1. Items may ship from different fulfillment centers and arrive at different times with separate tracking numbers; this is normal and not grounds for a refund.

Refund Processing Issues

  1. Standard timing: 5–10 business days to the original payment method after approval.
  2. If refund is not received after 10 business days:
  3. Check your PayPal or credit card statement (refunds may post under different transaction names).
  4. Contact customerservice@printsyde.com with order number, refund approval date, payment method, and a screenshot showing refund not received.
  5. Printsyde will verify the refund, trace with the payment processor, and resolve within 3 business days.
  6. Common delay causes: payment processor queues, bank holds, closed accounts, or credit card statement cycles.
  7. Printsyde's obligation ends when the refund is issued to the payment processor; further timing is controlled by your bank or payment provider.

5. Legal Rights and Compliance

Jurisdiction-Specific Consumer Rights

  1. United States: baseline policy above applies; state consumer protection laws apply where applicable.
  2. United Kingdom: nothing in this policy limits statutory rights under the Consumer Rights Act 2015; faulty goods or digital content may entitle you to repair, replacement, or refund.
  3. European Union: distance selling and digital content rules (including any cooling-off rights) apply where mandatory.
  4. Australia: Australian Consumer Law guarantees cannot be excluded; for major failures, you are entitled to a replacement, refund, or compensation for reasonably foreseeable loss or damage.
  5. Canada: provincial consumer protection rules apply in addition to this policy.

Custom and Made-to-Order Products

  1. Custom items (products with custom text, uploaded photos, personalized messages, or customer-specified modifications) are final sale unless defective or significantly different from the approved design proof.

Fraud Prevention and Policy Abuse

  1. Printsyde reserves the right to request additional documentation, deny refunds showing signs of use or alteration, refuse service to accounts with excessive refund patterns (more than 3 refunds in 90 days), and investigate suspected fraudulent claims.

Policy Updates and Governing Law

  1. Printsyde may update this policy at any time; changes are effective upon posting with a new "Last Updated" date.
  2. This policy is governed by the laws of Singapore, except where mandatory consumer protection laws of your jurisdiction require different or additional rights.

Dispute Resolution

  1. Step 1: Email customerservice@printsyde.com for direct resolution (10-day good faith period).
  2. Step 2: If unresolved, request manager review (response within 3 business days).
  3. Step 3: If still unresolved, pursue payment method dispute, consumer protection agency, or legal action per Terms of Service.
  4. Before filing a chargeback, attempt direct resolution for at least 10 business days (except for unauthorized transactions, non-response within 7 days, or emergencies).

Contact Information

  1. Customer Support (primary): customerservice@printsyde.com | +1 (307) 995-8067 | Monday–Friday, 9AM–6PM ICT
  2. Legal/Policy Questions: legal@printsyde.com
  3. Registered Offices:
  4. Hongkong: OneF Holdings Limited., Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
  5. USA: Printsyde LLC, 2232 Dell Range Blvd, Cheyenne, WY 82009
  6. Operations: A30-X3, 44 Nguyen Co Thach, Tu Liem, Hanoi 100000, Vietnam


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