1. General Information
At ExyaShop, each product is unique and made-to-order in collaboration with Printify. We are committed to delivering quality products and ensuring our customers’ satisfaction.
2. Return Conditions
- Returns for Defect or Damage: If a product is delivered damaged or has a manufacturing error, the customer may request a replacement or a refund. Customers must notify ExyaShop within 30 days of delivery.
- Exclusions: Returns or exchanges are not accepted if the error is due to the customer, for example, choosing the wrong size or color, or simply changing their mind.
3. Refund and Replacement Process
- Problem Notification: To report an issue, customers should send an email to contact@exyashop.com with their order details and a clear photo of the defect.
- Assessment: Our team will assess the claim and, if deemed valid, will initiate the refund or replacement process.
- Refund: Refunds will be issued directly to the customer’s original payment method. Simultaneously, we will process the refund request with Printify, who will credit our Printify account. This amount can then be transferred to our bank account.
- Replacement: In the case of a confirmed defect, a free replacement will be shipped to the customer.
4. Exceptions
- Delivery Failure: If a product is not delivered, the customer may opt for a replacement, which may involve an additional cost, or for a partial refund.
- Minor Variations: For DTG products, an imprint placement tolerance of 0.5 inches is acceptable, and these variations will not be considered defects.
5. Claim Procedure
Customers wishing to make a claim should send an email to contact@exyashop.com with the following information:
- Order number
- Precise description of the issue
- Clear photo or video showing the problem
This procedure ensures that we receive all necessary information to process the claim quickly and efficiently.