1. The basic principle

Every PalapaVibez shop product is custom-printed by Printify after you place your order. There is no stock and there is no warehouse — your item didn’t exist until you bought it. Because it cannot be resold, we follow the industry-standard print-on-demand position: no returns for wrong size, wrong colour, or change of mind.

But we stand behind quality. If your item is defective, damaged, or different from what you ordered, we make it right at no cost to you.

2. What we cover

Free reprint or full refund (your choice) for:

• Manufacturing defects — misprints, faded print, cracked print, stitching errors, holes, fabric flaws.
• Damaged in transit — torn packaging that damaged the contents, broken ceramic items, water damage.
• Wrong item — different design, different colour, or different size than what your order shows.
• Print quality below our standard— significant placement errors, wrong scale, off-centre design that wasn’t shown in the mockup.

Claims must be filed within 30 days of delivery(the carrier’s delivered timestamp). After 30 days we may still review claims as a courtesy but can’t guarantee a remedy.

3. What we don’t cover

• Wrong size ordered. Garment measurements and a size guide are shown on every product page — see Sizing & Care.
• Change of mind / buyer’s remorse.The item was made for you; we can’t resell it.
• Colour variance within tolerance. Monitor-to-fabric colour differences are inherent to direct-to-garment printing. See Sizing & Care for what to expect.
• Damage from wear and tear or improper care.Items washed against the care instructions on the label aren’t covered.
• Address errors. Wrong address leads to undeliverable packages — see the Shipping Policy.

4. How to file a claim

1. Email [email protected] with the subject line Shop order issue.
2. Include your order number.
3. Attach clear photos showing the issue. For defects: a close-up of the affected area + the full garment. For damage: photos of the packaging and the damaged area.
4. Tell us your preferred outcome: reprint or refund.

We aim to acknowledge within 24 hours and resolve within 5 business days. You don’t need to ship anything back— we’d rather you keep the defective item, donate it, or use it as a rag than pay return shipping.

5. Outcomes & refunds

• Reprint. We re-order the same item from Printify; production + transit on the reprint follows the standard Shipping Policy timelines.
• Refund. Returned to your original payment method via Stripe within 5–10 business days. Refund includes the shipping you paid on the original order.
• Out-of-stock items.If a defective item can’t be reproduced (a colour was retired, a vendor change occurred), we’ll refund in full or offer credit for a different item.

6. EU 14-day right of withdrawal

Under EU Directive 2011/83/EU on consumer rights, consumers ordering distance-sold goods normally have a 14-day right to withdraw without giving a reason. Article 16(c) of that directive excludes goods made to consumer specifications or clearly personalised, which covers our entire print-on-demand catalogue.

So the 14-day withdrawal does not apply to our shop items by default. However, mandatory consumer-protection rights in your country of residence (defect remedies, implied warranties, etc.) continue to apply on top of this policy and are not affected by it.

7. Cancelling before production

To cancel an order, email us as soon as possible. Production usually starts within 24–48 hours of payment.

• Before production starts: full refund to original payment method, processed within 5 business days.
• After production has started: cancellation is no longer possible because the item is being made for you.

8. Contact

Returns & defects: [email protected]. Include your order number and photos.