Return of physical deliverables
Meaning, any item available in our webshop.
Since Studio Indivisual works with the POD service "Printful", our return policy for the items in our webshop has been based on theirs.
You can find Printful's return policy here.
Damaged or Mislabeled items
Printful orders go through a three-step quality check before they are shipped out. However, if a damaged or mislabeled item was accidentally let through printful's quality control, or was damaged during shipment, printful takes full responsibility and provides a free replacement. If a print came out poorly because of a low-quality print file, Studio Indivisual will take full responsibility.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Share a detailed description of the problem and add quality photos in case of a damaged product where we can see the issue, our team will look into the order.
Printful and Studio Indivisual only offer refunds for damaged or mislabeled products, not for buyer’s remorse.
Wrongly ordered sizes won’t be eligible for refunds from Printful’s or Studio Indivisual's side either. Printful makes everything on demand, so requesting a size exchange would mean producing an entirely new product.
Return of non-physical deliverables
Meaning, electronic files for digital use or print by the client.
Examples: .PNG, .PDF, .JPEG, .PSD, .AI, .SVG, etc...
In case of a damaged file, the Client must contact Studio Indivisual within 3 weeks (21 days) after receiving the file. Studio Indivisual will then send a new working file to the Client.
Studio Indivisual receives compensation for the amount of time that has been spent on a project. If the Client is unhappy with the deliverable, Studio Indivisual will offer 3 unpaid revisions (MAX.). If the Client is still unsatisfied with the deliverable(s) they may either choose to end the collaboration or pay for additional revisions (pricing based on what is stated in the letter of engagement). If the Client chooses to end the collaboration, Studio Indivisual is entitled to keep the payments that have been made thus far. The Client may not at a later point leverage Studio Indivisual's work without prior written permission from the Artist