Refund & Replacement Policy

At Shallprinting, most of our products are custom-made based on the photos, designs, text, sizes, and options submitted by each customer. Every order is prepared and checked before shipping. If there is a production issue, shipping damage, or order error, we will review the case and help resolve it fairly.

1. Custom-Made Product Resolution Policy

Because our products are personalized and made to order, requests related to change of mind, event cancellation, incorrect product selection, or customer-provided errors are reviewed differently from standard retail returns. In these cases, a return, replacement, or refund may not be available unless an eligible production issue, shipping damage, missing item, or order error is confirmed.

If an eligible issue is confirmed, we will usually resolve it through a replacement or remake. A refund may be provided if a replacement is not possible or is not the most suitable solution.

2. Eligible for Replacement or Refund Review

We will review replacement or refund requests in the following cases:

• The product arrives damaged during shipping
• The product has a manufacturing, printing, or cutting defect
• The wrong product, design, text, size, or quantity was sent due to an error by Shallprinting
• An item is missing from the order
• The package is confirmed lost in transit by the carrier

3. Situations That May Not Qualify

The following situations may not qualify for a replacement or refund unless an eligible production issue, shipping damage, missing item, or order error is confirmed:

• Customer-provided errors, including typos, incorrect names, dates, colors, sizes, or design details
• Low-resolution, blurry, cropped, or poor-quality uploaded images
• Design, layout, text, or cutout shape that was approved by the customer through a digital proof
• Slight color differences caused by screen display, lighting, file setup, or normal printing variation
• Minor cutting or measurement tolerances that do not affect normal display use
• Delivery delays caused by weather, carrier delays, holidays, remote delivery areas, or incorrect/incomplete shipping addresses
• Products that have been used, altered, damaged after delivery, or not handled properly

4. Digital Proof Approval

If a digital proof is requested or required, production will begin after the proof is approved.

Please review all text, images, layout, size, and cutout shape carefully before approving the proof. Once a proof is approved and the order moves into production, issues already shown in the approved proof are not eligible for replacement or refund unless the final product differs from the approved proof due to an error by Shallprinting.

5. Timeframe to Report an Issue

Claims must be reported within 30 days of delivery.

Please inspect your order after it arrives. Reporting an issue as soon as possible helps us review the case and provide a timely solution.

6. How to File a Claim

To report an issue, please contact us at info@shallprint.com or submit a request through your account or our support form.

Please include:

• Your order number
• A clear description of the issue
• Photos of the product
• Photos of the packaging and shipping label, if the issue involves shipping damage or delivery problems

7. Our Review Process

Our support team will review your claim and may request additional details if needed.

We usually respond within 1 business day. After the issue is reviewed, we will confirm whether the order is eligible for a replacement, refund, or another suitable solution.

If a refund is approved, it will be processed to the original payment method within 7 business days. Your bank or payment provider may require additional time to post the refund to your account.

8. Return Requirements

Because many of our products are custom-made, a return may not always be required.

If a return is required, the product should be unused and returned in its original packaging when reasonably possible.

If the issue was caused by Shallprinting or confirmed shipping damage, we will provide return instructions or a prepaid return label when needed.

If an exception is approved for a return that is not caused by Shallprinting, the customer may be responsible for return shipping costs.

Unauthorized returns may not be accepted.

9. Delivered but Missing Packages

If the carrier marks a package as delivered but you cannot locate it, please contact us as soon as possible. We will help review the tracking details and assist with the carrier investigation.

Please note that we are not responsible for packages lost due to incorrect or incomplete addresses provided at checkout.

10. Important Notes

Printed colors may vary slightly from what appears on a screen. Minor color variation is normal and is not considered a defect.

Our goal is to provide a fair solution based on the order details, product condition, shipping status, and the information provided during the claim review.