Refund policy
EFFECTIVE DATE: February 14, 2024
LAST UPDATED: February 14, 2024
At FA Prints, we strive to provide our customers with high-quality products and excellent service, but at times issues arise that require order cancellation, returns, or refunds. This policy outlines the procedures to follow in the event of an issue with your order.
Changes to This Refund Policy
We may update this Refund Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Refund Policy on the website, update the "LAST UPDATED" date and take any other steps required by applicable law.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether or not the refund was approved. If approved, you’ll be automatically refunded on your original payment method.
Please remember it can take some time for your bank or credit card company to process and post the refund to your account.
Cancellations and Restocking Fee
Cancellations are only allowed if an order has not started processing.
If a refund is issued after cancellation, a restocking fee of 10% of the total order will be deducted before processing the refund. This fee covers non-refundable charges imposed by Shopify.
Returns and Exchanges
Returns must be requested and postmarked within 3 business days of the order delivery date provided by the carrier.
You are responsible for the cost of the return shipping.
- The original shipping amount will not be refunded if you paid for shipping. If the order qualified for free shipping, you will be refunded minus the original shipping fee.
- Items sent back to us without first requesting a return will not be accepted.
We do not offer exchanges for our products.
Damaged Products and Order-Related Issues
All damaged or order-related issues must be reported via email to shop@faprints.com within 3 business days of the order delivery date provided by the carrier.
Emails should include your order number, name, and photos, if applicable.
Damaged/Lost/Stolen Item Claims (without Shipping Insurance)
We understand that occasionally, items may be damaged during the shipping process despite our best efforts to ensure proper packaging and handling. It is strongly recommended that you purchase shipping insurance during checkout to protect against any potential damage or loss during transit. This insurance provides coverage for damaged items and allows for a smoother claims process. We offer high quality shipping insurance through ShipTection at checkout for a small add-on fee. However, if you choose not to purchase shipping insurance, follow the steps below for assistance.
Responsibility For Filing Claims
If shipping insurance was not purchased, it is the buyer's responsibility to file a claim directly with the shipping carrier (e.g., USPS, FedEx, UPS, or any applicable carrier) to seek compensation for damaged items. FA Prints will provide necessary documentation, such as proof of purchase and shipment details, to assist you in their claim process.
Claims Process
Document Damage
Upon receipt of a damaged item, you must promptly document the damage by taking clear and detailed photographs that clearly depict the extent of the damage. It is essential to retain all packaging materials and damaged items until the claim process is completed.
Contact Customer Support
You should immediately contact the carrier's customer support team to report the damage and initiate the claim process, as they may have a deadline for submitting damaged item claims.
Wait for Assistance
FA Prints will assist you by providing the necessary documentation, including proof of purchase, shipping details, and any other relevant information required by the shipping carrier for claim submission. However, the ultimate responsibility for filing the claim lies with you.
Follow Carrier's Guidelines
You should adhere to the specific guidelines and instructions provided by the shipping carrier when filing the claim. It is important to comply with any timelines, requirements, and supporting evidence requested by the carrier for a successful claim.
Carrier Evaluation
The shipping carrier will evaluate the claim based on the provided documentation and their own investigation, determining the eligibility for compensation and any applicable refund.
Compensation Responsibility
Any compensation, including repair, replacement, or refund, will be determined and provided directly by the shipping carrier. FA Prints does not assume responsibility for the outcome or decision made by the shipping carrier regarding the claim.
Lost/Stolen Packages
Please contact the carrier directly to file a lost/stolen item claim.
Exceptions
This policy does not cover the following situations:
- Items damaged due to improper handling or misuse by you after delivery.
- Items damaged during the return shipping process unless you can demonstrate that the damage occurred during the initial transit.
Individual situations may vary, and FA Prints will handle each claim on a case-by-case basis, striving to achieve a fair and satisfactory resolution.
Damaged/Lost/Stolen Item Claims (with ShipTection Shipping Insurance)
Please visit ShipTection's consumer support page at https://www.shiptection.com/consumers to file a damaged, lost, or stolen item claim.
Missing/Incorrect Items
If you are missing an item, or an incorrect item was sent, please contact us at shop@faprints.com so we can evaluate the issue and make it right.
Non-Returnable/Non-Refundable Items
Clothing
Items must be in new condition. We do not accept returns for clothing items that have been altered, washed, or worn.
Sale/Clearance Items
Sale and/or clearance items are not eligible for return or refunds.
Gift Cards
Gift cards are not eligible for return or refunds.
Custom Items
Items that are customized in any form and/or special/custom orders are not eligible for return or refunds.
Service Fees
Fees charged for services, including, but not limited to design consultation and rush order processing are non-refundable.