Refund and Returns Policy

Overview

Our refund and returns policy only applies after you pay but before we produce or when you find quality problems after you receive the goods.

Refunds after payment but before production: Due to the special properties of custom products, once the product enters printing or production, the copyright of the product is already owned by the buyer and cannot be resold to others, so you can only apply for a refund before the order enters production. However, the time you have to do this will be very short, as we usually start production within 24 hours after receiving the order. If you do need to submit a refund request, you must confirm with us that the order has not yet entered production. Also at this time refunds may be subject to an intermediate processing fee deducted by the third party payment platform.

After you receive the goods you find quality problems: within 30 days after you receive the goods, if you find that all or part of the goods received because of our errors or shipping problems, you can request a return and refund or replace for the question part. In the principle of fairness and reasonableness, we should discuss the return and refund together to minimize the loss of both parties.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send the goods back before discuss with us.

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

RETURNING DAMAGED / DEFECTIVE ITEMS

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of replacement, refund or account credit) can be taken as soon as substantiation of the claim has been provided by the customer.

If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Pelpo for inspection before a determination can be made as to the state of the product.

WHO COVERS THE RETURN SHIPPING COST?

Pelpo will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a Pelpo representative to be defective.

For all other cases, return shipping costs are the responsibility of the customer.

Under no circumstance does Pelpo reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with Pelpo support as to how the return should be handled prior to placing the items back in transit to Pelpo.

HOW TO RETURN AN ITEM

Contact Customer Support to request a return. You must make this request within 30 days of receiving the shipment.
Be sure to specify the reason for the return request in your message and indicate any preference for replacement (whether exchanging for an identical product or selecting an alternate style, size or color), account credit, or a refund.
Once the topic is selected, you will be asked to select the product that you want to return.
Use the Upload File button to proactively provide digital images of damaged or defective products.

WHAT THE RETURN PROCESS USUALLY ENTAILS

If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).

If you have requested an account credit, be advised that returning funds usually take 24-48 hours to appear in your Pelpo account. This credit, once available, may be used to make a purchase on Pelpo. This credit will be valid for 1 year from the date it is issued.

If you have requested an exchange in a different size or style, an email will be sent letting you know once the reprint has been initiated.

Returning dark apparel items may only be swapped for a different dark apparel style of equal or lesser value.
Returning light apparel items may only be swapped for a different light apparel style of equal or lesser value.
Returning non-apparel items may only be swapped for a similar non-apparel item of equal or lesser value.

Contact us at {pelpo@pelpo.com} for questions related to refunds and returns.