Last updated: [01/20/2026]

At **RetPrints**, we want you to be happy with your order. This Returns & Refund Policy explains when you may be eligible for a **return, refund, replacement, or cancellation**.

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1) Made-to-Order & Personalized Products (Custom Items)

Many RetPrints items are **made to order** and/or **personalized** (including custom pet portraits and any products customized with names, photos, or other personal details).

Because these items are custom-made, **we do not accept returns or offer refunds for personalized products** unless:

* You received the **wrong item**, or
* The item is **damaged/defective**, or
* The item **does not match your order** (wrong size/product).

**If there’s an eligible issue:**
Contact us within **48 hours of delivery** and we will arrange a **free replacement** or an appropriate **refund** at no additional cost.

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2) Non-Personalized Products (Standard Items)

For non-personalized items, we accept returns within **30 days of delivery** if:

* The item is **unused** and in **original condition**
* The item is returned in its **original packaging** (where applicable)

**Return shipping costs** are the customer’s responsibility unless the return is due to our error or a defect.

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3) Items Not Eligible for Return or Refund

The following are **non-returnable and non-refundable**:

* Personalized/custom products (unless damaged/incorrect as described above)
* Gift cards
* Sale/clearance items (unless damaged/incorrect)
* Free promotional items

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4) Order Cancellations

You may request to cancel an order within **24 hours** of purchase.

After 24 hours, cancellation may be declined if production has already started.
For custom/personalized items, once artwork production has begun or a proof is prepared, the order may not be cancellable unless it qualifies under Section 1 (wrong/damaged/defective).

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5) Artwork Proofs, Revisions & Photo Guidelines (Custom Orders)

Custom portraits are created using the photo(s) uploaded at checkout. It is the customer’s responsibility to submit clear, high-quality images.

Please note:

* Low-quality or blurry photos may reduce final artwork/print quality
* We can’t guarantee edits outside the scope of the original order
* Example images shown on our site are created from high-resolution photos

**Proof Approval:** We provide an artwork preview for approval. If we do not hear back within **72 hours**, we may **auto-approve** to avoid delays in production.

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6) Replacements for Damaged/Incorrect Items

If your order arrives **damaged**, **defective**, or **incorrect**, we will replace it at no cost (or issue a refund if replacement isn’t possible).

To qualify, please contact us within **48 hours of delivery** and include photos of:

* The product
* The packaging (if damaged)
* The shipping label (if available)

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7) Refund Processing

If your refund is approved, it will be issued to the **original payment method** used at checkout.

Please allow **5–10 business days** for the refund to appear, depending on your bank or payment provider.

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8) Return Instructions & Return Address
To start a return, refund request, or report an issue, please contact us first at retprintssuport@gmail.com . We’ll confirm eligibility and provide return instructions.

Please do not send items back without contacting us first, as some products may ship from different production locations and returns sent without authorization may be delayed or not received.

Return Address (for authorized returns only):
RetPrints
8206 LOUISIANA BLVD NE, STE A #5435
ALBUQUERQUE, NM 87113
United States

Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective, or damaged).

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9) How to Contact Us

Email: **[support@retprints.com](mailto:support@retprints.com)**
Please include:

* Order number
* Brief description of the issue
* Photos (required for damaged/incorrect items)

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10) Production & Fulfillment Partners

RetPrints collaborates with **Printify**and **Printful** and its network of print providers to produce and ship items. We create the artwork and designs, and our partners handle printing, packaging, and delivery.

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11) Disputes / Chargebacks

If you have any concerns about your order, please contact us first—we’re happy to help and will work to resolve issues quickly and fairly.