Inkelligent support
Return & Refund Policy
What is covered for custom products, how to report an issue, and when we can remake, reship, or refund an order.
From delivery or the delivery status.
Show the full product and close-up issue.
After the claim is reviewed and verified.
Personalized goods have specific limits.
Custom and personalized products
Custom products are made to the customer’s specifications using customer-supplied artwork or an approved proof. They are not eligible for a change-of-mind return or refund because of:
- subjective dissatisfaction when the product matches the approved proof and order specifications;
- incorrect, low-quality, or unwanted customer-supplied artwork;
- a request to change size, quantity, material, finish, or design after production;
- normal differences caused by screen settings, lighting, or the selected specialty material, unless the result materially differs from the approved proof.
The usual cooling-off right generally does not apply to goods made to the customer’s specifications or clearly personalized. This exception does not remove statutory remedies for faulty, damaged, or misdescribed goods.
Issues we can resolve
Contact us when an order is defective, damaged during delivery, incorrect, materially different from the approved proof, short in quantity, verified as lost, or marked delivered but not received after reasonable checks.
Claims must be sent within 30 days of delivery, or within 30 days of the carrier’s delivery status for missing-package claims.
How to report an issue
Send the order number and a clear description of the issue.
Attach a full-product image plus close-up photos or video.
For shipping damage, include the outer packaging and shipping label.
For a quantity shortage, include the approximate affected quantity. We may request additional evidence reasonably needed to verify the claim.
Do not send products back without approval. Custom items often do not need to be returned; if a return is required, our team will provide instructions.
Remakes, reshipments, and refunds
Once an eligible issue is verified, we can provide an appropriate remake and reshipment or a refund. Approved refunds are initiated promptly to the original payment method.
Although we can initiate an approved refund immediately after review, the time before funds appear is controlled by the payment provider, card issuer, or bank.
If our error requires a return, Inkelligent covers the approved return cost. Unauthorized return shipping is not reimbursed.
Ready-made, non-custom products
Ready-made sticker packs are not subject to the same personalized-goods exception. Contact us within 14 days of delivery to request a change-of-mind return. The product must be unused and in its original condition, and the return must be approved before shipment.
Customers generally pay change-of-mind return postage. We cover approved costs when the ready-made product is defective, damaged, or incorrect. Applicable statutory consumer rights continue to apply.
Artwork changes and order cancellation
Contact us as soon as possible if you submitted the wrong artwork. If production has not started, we may be able to replace the file. If production has started, reprinting generally requires another 2–3 business days and may require a reprint fee or new order.
Orders may be canceled only before production begins. Because custom production can start quickly, cancellation is not guaranteed after an order is placed.
Need help with an order?
Include your order number and a concise description. For product issues, attach clear photos or video so the team can review the claim efficiently.