Refund policy
Return & Refund Policy
NOT Prints is partnered with Printify, a print-on-demand company. This means that all products are unique and produced only once an order is placed. As a result, we do not accept returns or exchanges if a customer orders the wrong size or color, or simply changes their mind.
However, in the event of a damaged product or a manufacturing defect, NOT Prints will provide a free replacement or a full refund if you contact us within 20 days of receiving your order. Please email our support team at arttrongphap@gmail.com.and include clear photos showing the issue. There is no need to return the damaged item.
Please note that NOT Prints is not responsible for customer errors such as selecting the wrong size or color and will not offer replacements or refunds in these cases. If a shipment cannot be delivered successfully, customers may choose either a reprint at an additional cost or a partial refund. For DTG (Direct-to-Garment) products, a print placement tolerance of up to 0.5 inches is considered acceptable, and minor placement variations are not regarded as defects.
Product Characteristics That Are Not Considered Defects
Certain product characteristics are a natural result of the decoration process and are not considered manufacturing defects.
Embroidery
Because embroidery is created using stitched thread rather than ink, slight variations between products may occur. The following are considered normal and do not qualify for a free replacement:
• Minor variations in stitch density or texture.
• Visibility or texture differences in the embroidery backing on the inside of the garment.
• Simplification of fine details, small text, or gradient effects during the digitization process.
These characteristics are inherent to embroidery and are not considered production errors.
Direct-to-Garment (DTG) Printing
The following are normal and temporary characteristics of DTG printing:
•A faint odor on new garments.
•Visible pre-treatment marks or residue (more common on light-colored garments).
These marks typically disappear after the first wash. We recommend washing garments inside out in cold water and tumble drying on low heat.
Note: Avoid exposing pre-treated garments to direct sunlight before washing, as this may make the pre-treatment residue more difficult to remove.
Shipping Issues
Shipping-related issues may have different reporting timeframes.
Lost Packages
If an order has not been delivered within:
•30 calendar days for domestic U.S. or EU orders, or
•45 calendar days for international orders,please report the issue within 4 days after the applicable delivery window has ended.
Before contacting support, please:
• Verify that the shipping address provided is complete and correct.
• Contact your local post office or carrier, as packages are sometimes held for pickup.
If the package still cannot be located after these steps, please contact us. We will investigate the matter and, if neither you nor the customer is found to be at fault, we may provide a free replacement or refund.
Returned Orders (Failed Delivery)
If an order is returned due to an incorrect or incomplete address, our support team may offer:
• A partial refund, or
• A free replacement if the case qualifies under our replacement policy.
Cases Not Eligible for a Free Replacement
Free replacements or refunds are not available in the following situations:
• You or your customer provided an incorrect or incomplete shipping address.
• The product was delivered as ordered, but the customer prefers a different size or color.
• Minor size deviations of less than 1 inch from the published size chart.
• Low-quality prints caused by low-resolution, blurry, or otherwise unsuitable artwork files.