Return Policy

1. The Seven-Day Return Window

You have seven (7) calendar days from the date your order is delivered to request a return, exchange or refund. Day one is the delivery date recorded by the carrier on your tracking record.

Submit your request by emailing support@xpectramediallc.com or by calling (512) 555-0184 during business hours. Requests received after the seventh day cannot be processed, because print-on-demand goods cannot be restocked or resold once that window has closed.

We do not require you to return an item before we start helping. In most cases a photograph is enough for us to determine what happened and put it right. Please open and inspect your order as soon as it arrives rather than waiting until the day of your event.

2. Proof of Purchase

Every return request must be supported by proof of purchase so that we can match it to the production record. Any one of the following is sufficient:

• Your order number, in the format XM-000000.
• The order confirmation email we sent when the order was placed.
• The packing slip enclosed with the shipment.
• The Cash on Delivery receipt issued by the carrier at the door.
• For invoiced corporate accounts, the invoice number and purchase order reference.

Requests must come from the email address or phone number on the order, or from an authorized contact on a corporate account. We cannot process a return for an order we cannot identify, and we cannot accept goods that were not purchased directly from Xpectra Media LLC.

3. Customized Products Are Non-Returnable

Customized products (anything carrying your artwork, logo, photograph, custom text or personalization) are non-returnable and non-refundable unless they are defective, damaged in transit, or printed incorrectly by us.

This is the standard rule across the print-on-demand industry, and the reason is simple: a shirt printed with your company logo or your daughter's name has no resale value to anyone else. Each item is manufactured to your specification after you order it, and nothing sits on a shelf waiting to be restocked.

The following are therefore not grounds for a return on a customized item:

• You changed your mind after production started.
• You ordered the wrong size. Please consult the size chart on every product page before ordering.
• A spelling error, wrong date or wrong logo that appeared in a proof you approved.
• Artwork that printed softly because the file supplied was below 300 dpi, after we flagged it or where no proof was requested.
• A color that differs from what you saw on your own screen, within the normal tolerance described in our Terms and Conditions.
• The event was cancelled or the recipient no longer wants the item.

If we made the mistake, we fix it. See sections 5 through 7. If you are unsure which category your situation falls into, contact us anyway. We would rather look at the photo than have you assume the answer.

4. Eligible Products and Required Condition

Blank, non-customized products (items ordered with no printing, embroidery or engraving) may be returned within the seven-day window for a refund, provided they are in resalable condition.

To qualify, returned items must be:

• Unworn, unwashed and unused, with no odors, pet hair, makeup or deodorant marks.
• Free from alterations, cuts, hems, added patches or third-party decoration.
• In their original packaging with all hang tags and size stickers still attached.
• Free from damage caused after delivery.

The following are never eligible for return, customized or not:

• Face coverings, and any item worn against the mouth or nose, for hygiene reasons.
• Undergarments and swimwear.
• Drinkware that has been used, washed or filled.
• Items marked “Final Sale” or “Clearance” on the product page.
• Digital proofs, artwork setup fees and digitizing charges already performed.
• Gift cards and promotional credit.

Returned goods are inspected on arrival. Items that fail inspection are returned to you at your expense, and we will send photographs explaining why.

5. Damaged Items

If your order arrives damaged (torn fabric, a cracked mug, a dented tumbler, water damage, or a crushed carton), we will replace or refund it in full. There is no charge to you and no return shipping to pay.

Before contacting us, please:

• Photograph the outer carton from at least two angles, including the shipping label, ideally before opening it.
• Photograph the packing material and each damaged item.
• Keep all packaging until the claim is closed, as the carrier may ask to inspect it.
• Email everything to support@xpectramediallc.com within seven days of delivery.

We file and manage the carrier claim ourselves. You never have to negotiate with a shipping company on our behalf. Where the delivery is time-critical, we reprint immediately and upgrade the replacement to express service at our cost rather than waiting for the claim to close.

6. Defective Items

A defect is a fault in the product or the decoration that is present at delivery and is not caused by use. We stand behind every piece that leaves our building.

Covered defects include:

• Cracking, peeling or flaking ink on a garment that has not been washed.
• Ink that washes out or fades dramatically after the first wash following care instructions.
• Loose, broken or unraveling embroidery stitches.
• Misregistered screen printing where colors do not line up.
• Blank garment faults: open seams, holes, mill flaws, mismatched dye lots within a run.
• Engraving that is illegible or incomplete.
• Drinkware that fails to hold its vacuum seal or leaks.

Report a defect within seven days of delivery. For print failures that only appear after washing, we extend the window to thirty days from delivery, provided the care instructions on the product page were followed. Send photographs showing the fault clearly and we will reprint the affected pieces or refund them, whichever you prefer.

Normal wear, shrinkage within manufacturer tolerance, fading caused by bleach or high heat, and damage from an unrelated third-party decorator are not defects.

7. Incorrect Products or Printing

If what arrived does not match your confirmed order, that is our error and we correct it at no cost to you. This covers:

• The wrong product, size, color or quantity shipped.
• Artwork printed in the wrong position, at the wrong size, or on the wrong garment.
• An outdated version of your logo used instead of the file you supplied.
• A print that does not match the digital proof you approved.
• Missing items from a multi-item order.

Email us with your order number and photographs. We verify against the production record and the approved proof, then reprint and ship the corrected item on a priority production slot. You keep or dispose of the incorrect item as we instruct. In most cases we do not ask for it back, and where we do, we cover the shipping.

If the print differs from a proof you approved, section 3 applies instead. We will still work with you on a discounted reprint.

8. Photo Evidence Requirements

Photographs are how we resolve claims quickly and fairly without asking you to ship anything back first. Please send:

• One full-item photo: the whole product laid flat in natural daylight, with the entire print area visible.
• One close-up of the specific problem, sharp and in focus.
• One photo of the packing slip or shipping label so we can match the order.
• Photos of the carton if the issue is transit damage.
• A photo of the size label or product tag if the issue is an incorrect size or product.

Send images as JPG or PNG at their original resolution. Screenshots of photos and heavily compressed messaging-app images often hide the detail we need. For bulk orders, photograph a representative sample plus the total affected quantity laid out together.

9. Refund Process

Once a return is approved and, where required, the goods have been received and inspected:

• We email you a confirmation that the refund has been authorized, usually within one business day of inspection.
• Refunds are issued within five to seven business days of that authorization.
• Because orders on this site are paid by Cash on Delivery, refunds are issued by company check mailed to your billing address, or by ACH transfer where you supply the details. Corporate accounts are credited against the outstanding invoice.
• Refunds cover the product price and any per-unit customization fee charged on the returned items, plus sales tax on those items.
• Original shipping charges are not refunded, except where the return results from our error, in which case shipping is refunded in full.
• Partial returns are refunded proportionally. If a partial return drops the order below the free-shipping threshold, the original shipping cost may be deducted.

If your refund has not appeared within ten business days of the confirmation email, contact us and we will trace it.

10. Exchange Process

Exchanges are available on blank, non-customized products in resalable condition, and on any item we shipped incorrectly.

• Tell us the replacement size, color or product you want when you submit the request.
• We reserve the replacement stock immediately so it does not sell out while the return is in transit.
• Exchange shipments go out within one to two business days of the returned item being received and inspected. Where the exchange is due to our error, we ship the replacement immediately without waiting.
• Price differences are settled either way: you pay the difference for a more expensive item, or we refund it for a cheaper one.
• One exchange per item. A second change of mind is handled as a return under the standard rules.

Customized items cannot be exchanged for a different size or design. A reprint at your cost is the only option, and we apply a courtesy discount on reprints ordered within thirty days of the original.

11. Return Shipping Responsibility

Who pays for return shipping depends on why the item is coming back.

• We pay when the item is defective, damaged in transit, or different from what you ordered. We email a prepaid carrier label and you owe nothing.
• You pay when returning a blank product because you changed your mind or ordered the wrong size. We recommend a tracked, insured service.
• We are not responsible for returns lost or damaged on the way back to us. Keep your tracking number until the refund is confirmed.
• Write the return authorization (RMA) number on the outside of the package. Returns arriving without one cannot be matched to an order and may be delayed or refused.
• Do not ship anything back before receiving an RMA number. Unauthorized returns are refused at the door.

Approved returns should be sent to: Xpectra Media LLC, Returns Department, 2400 Innovation Parkway, Suite 310, Austin, TX 78758.

12. Order Cancellation Policy

Because every item is made to order, the window for cancellation is narrow and it closes when your job goes into production.

• Before production begins: cancel free of charge, in full, with no questions asked. Email or call us with your order number as soon as possible.
• After artwork has been output but before printing: cancellation is possible with a charge covering the setup work already performed, typically fifteen to twenty-five percent of the order value.
• Once printing, embroidery or engraving has begun: cancellation is not possible. Customized goods have no resale value and the materials are consumed.
• Refused Cash on Delivery packages: refusing delivery does not cancel the order. The goods were made to your specification and remain payable; we may invoice for production and return carriage.

Changes to size, color, quantity or artwork requested before production are treated as an amendment rather than a cancellation and are usually free. Tell us early. The earlier you call, the more we can do.

13. How to Start a Return

Contact us with the following and we will take it from there:

• Your order number.
• The item or items affected, and the quantity.
• A short description of the problem.
• Your photographs, as described in section 8.
• Whether you would prefer a reprint, an exchange or a refund.

• Email: support@xpectramediallc.comwith the subject line “Return Request – [your order number]”
• Phone: (512) 555-0184 during the hours on our Contact page
• Corporate and bulk accounts: sales@xpectramediallc.com

We reply to every return request within one business day. This policy does not affect any rights you have under applicable United States federal or state consumer protection law. See also our Shipping Information and Terms and Conditions.