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Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shopify@photomugs.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shopify@photomugs.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopify@photomugs.com.

Return and Refund Policy

ORCA Coatings | Photo USA Corp. | North America

Return and Refund Policy for Shopify Store

Introduction

At ORCA Coatings | Photo USA Corp. | North America, we prioritize our customer’s satisfaction. We understand that occasionally the need arises to return a product. As a leading eCommerce Wholesale Sublimation Company, we've put this policy in place to make your shopping experience with us smooth and stress-free.

1. Return Conditions

  1. Eligibility for Returns: Products can be returned within 14 days of the delivery date.
  2. Product Condition: To be eligible for a return, your item must be unused and in the same condition that you received it. It should be in its original packaging.
  3. Non-returnable items: Customized or personalized items cannot be returned unless they arrive damaged or defective.

2. Refund Process

  1. Refund Timeframe: Once we receive and inspect your return, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 14 business days.
  2. Shipping Fees: Original shipping fees are non-refundable. The cost of return shipping will be deducted from your refund unless the product received was defective or not as described.

3. Exchange

If you wish to exchange an item due to defects, damages, or receipt of the wrong item, please contact our customer service within 7 days of receiving the product. We will arrange for an exchange, and we'll cover the shipping costs.

4. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please report the issue to our customer service within 48 hours of delivery. We may request photographic evidence to process your claim swiftly.

5. Return Shipping

To return your product, follow the instructions provided by our customer service. Always use a trackable shipping service and purchase shipping insurance. We don’t guarantee that we will receive your returned item.

6. Customer Service

For any queries or clarifications regarding your order or this policy, please contact our dedicated customer service team at customer-service-email@orca-coatings.com or call us at (800) 996-6022.

7. Changes to this Policy

ORCA Coatings | Photo USA Corp. | North America reserves the right to update or modify this Return and Refund Policy at any time. The latest version of this policy will always be available on our Shopify store. It is your responsibility to periodically review this policy to stay informed.

Thank you for choosing ORCA Coatings | Photo USA Corp. | North America. We value your trust and business and are dedicated to ensuring you are satisfied with every purchase.