Returns & Refund Policy
Last Updated: 1/1/2026
Because every GetPrintX product is custom-printed on demand, we follow a straightforward returns and refunds process. This page explains what qualifies for a return or refund, how to raise a request, and what you can expect from us.
| Situation | What We Do |
|---|---|
| Manufacturing defect or misprint | Free replacement or full refund — report within 7 days |
| Product damaged in transit | Free replacement or refund — report within 7 days with video proof |
| Lost in transit | Refund or reprint once confirmed lost by courier |
| Wrong size ordered by customer | Not covered — merchant places a new order at their cost |
| Customer changes mind / no defect | Not covered — custom products cannot be returned |
| Undelivered / RTO order | Stored 90 days; merchant can reship or reclaim |
| Measurement tolerance ±0.5 inch | Within industry standard — not eligible for return |
1. What We Cover
GetPrintX accepts return and refund requests in the following situations only:
1.1 Manufacturing Defects & Misprints
If a product arrives with a defect caused by us — such as a misprint, incorrect design placement, or a production error — we will offer a free replacement or a full refund at no cost to you.
To qualify:
- Submit your request within 7 days of the delivery date
- Provide an unboxing video and clear photos of the defective product and original packaging
- Requests submitted after 7 days may be subject to reprinting charges at our discretion
If an unboxing video is not available and we are unable to verify the cause of the defect, GetPrintX cannot be held liable for a refund or replacement.
1.2 Products Damaged in Transit
If a product is damaged due to courier mishandling during shipping, we will replace or refund the item once the damage is verified.
- Report within 7 days of delivery
- Provide an unboxing video, photos of the damaged item, and photos of the courier packaging
- If the outer package appeared damaged upon receipt, note this in the courier’s delivery remarks at the time of delivery — this significantly helps in processing a claim
1.3 Lost in Transit
If your order is confirmed lost by the courier partner, GetPrintX will offer either a full refund or a reprint and reshipment of the order, at your preference.
- An order may be treated as lost if it has not been attempted for delivery within 15 days (Air) or 20 days (Surface) of dispatch
- Contact our support team and we will raise a claim with the courier on your behalf
2. What We Do Not Cover
Because all products are custom-made to order, the following situations are not eligible for returns or refunds:
- Customer ordered the wrong size or colour — a new order must be placed at the merchant’s expense
- Customer changed their mind or no longer wants the product
- Products without any defect or damage
- Measurement variations within the standard industry tolerance of ±0.5 inches
- Minor colour differences between the submitted digital design and the printed product — slight variation is inherent to digital printing (DTG/DTF). We recommend ordering test swatches before finalising bulk designs
- Damage caused by the customer during unboxing (e.g., cut by scissors or sharp objects) — unless a clear unboxing video is provided
- Orders where incorrect shipping information was provided by the merchant or customer
3. How to Raise a Return or Refund Request
If your order qualifies under Section 1, follow these steps:
- Contact our support team within 7 days of delivery via email at support@getprintx.com or through our contact form at getprintx.com/contact-us
- Include your Order ID, a description of the issue, and clear photo or video proof of the defect or damage
- Our team will review your request within 2 to 3 business days and confirm whether it qualifies
- If approved, a replacement will be shipped within 2 to 3 business days, or a refund will be credited to your GetPrintX wallet within 2 to 3 business days
Refunds are credited to your GetPrintX account wallet, not directly to your bank account or payment method.
4. Undelivered Orders (RTO — Return to Origin)
If the courier is unable to deliver an order, it will be marked as RTO (Return to Origin) and sent back to our facility in Nagpur, Maharashtra.
4.1 Common Reasons for RTO
- Recipient unavailable or unreachable during delivery attempts
- Incorrect or incomplete delivery address
- COD payment amount not available at the time of delivery
- Customer refused to accept the order
- Pin code became unserviceable after the order was placed
- Premises found closed or self-pickup requested by the customer
4.2 Storage Period
Returned items are held at our facility for up to 90 days from the date of return. During this period, you can:
- Reship the order to the same or an updated delivery address
- Have the order delivered to your own registered address (delivery: 7 to 15 business days)
After 90 days, unclaimed items will be donated to charity or responsibly disposed of. No refund will be issued for unclaimed RTO orders after this period.
4.3 Reshipment Charges
- Handling Fee: ₹20 + 18% GST per product
- Shipping Fee: As per the selected shipping mode at the time of reshipment
GetPrintX is not responsible for RTO orders arising from incorrect addresses or pin codes that become unserviceable after order placement. No refund is issued in such cases.
4.4 How to Reship
To reship an RTO order, go to your GetPrintX Dashboard, navigate to the Returns section, select the order, and proceed through checkout to place the reshipment.
5. Size & Measurement Discrepancies
A dimensional tolerance of ±0.5 inches is standard across the apparel industry and applies to all GetPrintX garments. Orders falling within this range are not eligible for returns or refunds.
If you believe there is a size discrepancy beyond this tolerance, please provide product photos and measurements so we can verify with our production team. If a production error is confirmed, we will treat the order as a defective item under Section 1.1.
If your customer ordered the wrong size, this must be handled by the merchant. A new order must be placed and paid for separately.
6. Colour Matching
GetPrintX uses high-quality digital printers with certified inks for all DTG and DTF printing. While we strive for the most accurate colour reproduction, slight variations between the digital design and the printed product are a natural characteristic of digital printing and are not considered defects.
We strongly recommend ordering a test swatch or sample before committing to large or bulk production runs, particularly for designs that are colour-sensitive.
7. Order Cancellations
Once an order has been taken into production, it cannot be cancelled under any circumstances. If you need to cancel an order, please contact us immediately after placing it. We will do our best to accommodate cancellation requests received before production begins, but this cannot be guaranteed.
GetPrintX reserves the right to cancel orders in cases of payment failure, violation of our Terms of Service, or suspected fraudulent activity. In such cases, a full refund will be issued.
8. Contact Us
For any returns, refund requests, or questions about this policy, please reach out to our support team:
When contacting us, please have your Order ID and any supporting photos or videos ready to help us resolve your request as quickly as possible.
