Refund Policy

Because Printogo's products are customized and printed on-demand specifically for each order, we do not accept returns or offer exchanges for reasons unrelated to product quality or fulfillment errors. This includes, but is not limited to, orders where the customer selected the wrong size, color, or style, or where the customer has simply changed their mind. All sales are final except as expressly provided in Section 2 below.

Printogo offers a free replacement or a full refund at our discretion for the qualifying issues listed below. In most cases, we will prioritize a free reprint with expedited production to ensure your customer receives the correct product as quickly as possible. A full refund will be issued only when a reprint is not feasible or when Printogo, in its sole discretion, deems a refund to be the appropriate resolution.

Qualifying issues include:

Manufacturing Defects: Holes in the garment, broken zippers, ripped seams, or other severe flaws in the blank product that render it unusable.

Printing Errors: Significant print misalignment (exceeding 1.5 inches / 3.8 cm from the intended placement), severe color distortion, incorrect design file used, or prints that are visibly cracked, peeling, or faded upon arrival.

Wrong Item Shipped: Receipt of a product that differs materially from the confirmed order, including incorrect model, color, size, or design.

Damaged in Transit: Products that arrive visibly damaged due to carrier handling (e.g., torn or crushed packaging resulting in damage to the product itself). Claims for transit damage must include photographic evidence of both the damaged outer packaging and the damaged product.

Lost in Transit: A package is deemed lost when (a) the tracking status has not updated for at least 7 business days after the estimated delivery date for domestic (US) shipments, or 20 business days after the estimated delivery date for international shipments; or (b) the carrier issues an official written confirmation of loss. Packages that are delayed but still showing movement in the carrier's tracking system do not qualify for lost-in-transit claims unless and until the above criteria are met.

The following situations are not eligible for replacement, refund, or any other compensation:

Size Tolerance: Garment measurements may vary by up to +/-2 cm (+/-0.8 inches) from the published Size Guide. This tolerance is standard in the textile and apparel printing industry due to the nature of fabric cutting, sewing, and the effects of the printing and curing process on fabric dimensions. Such variances are not considered manufacturing defects.

Color Discrepancy: Due to variations in monitor calibrations, screen resolutions, and the inherent characteristics of direct-to-garment (DTG), sublimation, and other digital printing technologies, the colors of the printed product may differ from how they appear on a digital screen or in a digital mockup. Printogo does not guarantee an exact color match between the digital preview and the physical product. Slight color variations are inherent to the printing process and do not constitute a defect.

Merchant Error: No refunds or replacements will be provided for issues arising from low-resolution or pixelated design files (resulting in blurry prints), spelling or grammatical errors in the submitted design, incorrect product selections, or incorrect or incomplete shipping addresses provided by the Merchant at the time of order placement.

Delivered but Missing: If the tracking status for a package shows "Delivered" but your customer claims non-receipt, Printogo will not issue a refund or replacement. In such cases, the customer should: (a) check with household members, neighbors, or building management; (b) look for a notice of attempted delivery left by the carrier; (c) contact the local carrier directly with the tracking number to initiate a trace or file a missing package claim. Upon request, Printogo can provide a copy of the shipping label and tracking details to assist in the carrier's investigation.

Customs Delays, Detention, or Abandonment: Printogo is not responsible for packages delayed, detained, or abandoned by customs authorities. If a package is returned or destroyed due to the customer's failure to pay applicable customs duties, import taxes, or fees (applicable to DDU/DAP shipments), or due to the customer's refusal to accept delivery for any reason, no refund or replacement will be issued. Shipping costs are non-refundable in all such cases.

Free Promotional Items or Gifts: Free or promotional items included with an order are not eligible for replacement or refund.

How to File a Claim: To report an issue, the Merchant must submit a claim through the "Order Issue" section in the Printogo Merchant Dashboard.

Claim Deadline: All claims must be submitted within ten (10) calendar days from the date of delivery as indicated by the carrier's tracking information. For packages deemed lost under Section 2, claims must be submitted within thirty (30) calendar days from the estimated delivery date. Claims submitted after these deadlines will not be honored.

Required Evidence: Every claim submission must include clear, high-quality photographic and/or video evidence demonstrating the claimed issue. Required evidence includes:

• A photo of the product laid flat on a clear surface, showing the entire product;
• A close-up photo clearly showing the claimed defect or error;
• A photo of the original shipping label attached to the package (required for wrong-item and damage claims).

Claims submitted without adequate photographic evidence may be denied. Printogo reserves the right to request additional evidence if the submitted materials are insufficient to verify the issue.

Review Timeline: Once a claim is submitted with all required evidence, Printogo will review the claim and respond within 3 to 5 business days. If additional information is needed, we will notify you via the dashboard or email. Failure to provide requested additional information within seven (7) calendar days may result in claim closure.

Disposal of Defective Items: In most cases, Printogo will not require the return of defective, misprinted, or incorrect items. You or your customer may retain or dispose of the product at your discretion unless otherwise instructed by Printogo Support.

Unauthorized Returns Prohibited: Please do NOT return items to the return address listed on the original shipping label or to any production facility address without prior written authorization from Printogo Support. The address on the shipping label is typically the production facility and is not equipped to process returns. Items returned without prior authorization will not be processed for a refund, and Printogo shall not be liable for any such items.

Authorized Returns: If Printogo Support instructs you to return an item, you will be provided with a return shipping label or a specific return shipping address. All authorized returns must be shipped within fourteen (14) calendar days of receiving return instructions. Printogo is not responsible for items lost or damaged during an unauthorized return shipment.

Responsibility for Return Shipping Costs: For authorized returns resulting from a qualifying manufacturing defect, printing error, or fulfillment mistake by Printogo, Printogo will cover the cost of return shipping. For any other authorized returns, the Merchant shall bear all return shipping costs.

All approved refunds will be credited back to the Merchant's Printogo wallet or original payment method, as determined by Printogo. Refunds will be processed within 5 to 10 business days after the claim is approved and confirmed. The time it takes for the refund to appear as a credit in your account may vary depending on your payment provider, bank, or financial institution. Printogo is not responsible for delays caused by third-party payment processors.

Merchants are expected to work in good faith with Printogo to resolve any order-related issues through the claim process described in this Refund Policy before initiating a chargeback with their bank, credit card issuer, or payment provider.

If a Merchant or the Merchant's customer initiates a chargeback without first allowing Printogo a reasonable opportunity to resolve the issue in accordance with this Refund Policy, Printogo reserves the right to suspend the Merchant's account pending resolution of the chargeback. If a chargeback is filed and subsequently determined to be unwarranted under the terms of this Refund Policy, the Merchant remains responsible for all fees associated with the order, and Printogo reserves the right to seek reimbursement for any chargeback-related fees, penalties, or costs assessed by our payment processors or financial institutions.