Refund policy

Urban Custom Prints Return & Refund Policy

At Urban Custom Prints, each item is custom-made to reflect your unique vision. Because of the personalized nature of our products, we do not accept returns or exchanges on custom items. However, we are committed to your satisfaction and will provide refunds or reprints in specific situations outlined below.

Reporting Issues

Please inspect your order upon delivery. If you receive an incorrect or defective item, or if it arrives damaged, contact us within 7 days of delivery at urbancustomprints916@gmail.com with your order number and clear, high-quality photos showing the issue. We will evaluate your claim and respond within 1–2 business days.

Qualifying for Refunds or Reprints

Refunds or reprints are only issued for the affected item(s) under the following conditions:

  • Incorrect Item: You received the wrong size, color, or design.
  • Manufacturing Defect: There are visible flaws in the garment or print (e.g., misaligned graphics, color errors).
  • Shipping Damage: Your item arrived damaged due to shipping (must include photos of item and packaging).
  • Print Errors: The final print contains mistakes not present in the approved design.

In all cases, the item(s) must be unused, unwashed, unaltered, and in original condition. Our team will determine if the issue qualifies under this policy. No refunds or reprints will be issued outside these conditions.

Items That Cannot Be Returned

Due to the custom nature of our products, we do not accept returns, exchanges, or cancellations on:

  • Personalized/customized apparel
  • Customer errors (e.g., wrong size/design uploaded)
  • Items altered after delivery
  • Sale or promotional items
  • Lost or stolen shipments (handled by the shipping carrier)

If you have concerns about your specific item, feel free to contact us. 

Shipping Claims

Urban Custom Prints is not responsible for lost or stolen packages once an order is handed over to the shipping carrier. If your package is missing, you must file a claim directly with the carrier. We are happy to assist you with tracking information but cannot offer refunds or reprints in these cases.

Refunds

Once your claim is approved, your refund will be processed back to your original payment method within 10 business days. It may take additional time for your bank or credit card provider to complete the transaction.
If more than 15 business days have passed since refund approval, please contact us at urbancustomprints916@gmail.com.

How to Start a Refund or Reprint Request

Email us at urbancustomprints916@gmail.com within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos showing the problem (including packaging for damage claims)

Requests sent without required information or beyond the 7-day window will not be accepted.

By Placing an Order

By placing an order with Urban Custom Prints, you acknowledge and agree to abide by this policy. We enforce these guidelines to maintain fairness and quality service for all customers.