Refund & Replacement Policy
Last updated: October 21, 2025
At HellaPrints, we want you to be completely satisfied with your unique, custom-made purchase. We stand behind the quality of the products created by our independent artists.
We operate under a strict 60-day Return Policy for standard returns and a 60-day FULL Refund/FREE Replacement Policy for defective items.
No Return Required for Faulty Items (60-Day Defect Guarantee)
Since our products are customized and created only upon order, if you are approved for a refund or replacement order due to a defect or error, there will be no need to return the received item. We will process the replacement immediately upon validation.
1. Covered by 60-Day FULL Refund/FREE Replacement Policy (For Defective/Damaged Items)
The following reasons are covered by our 60-day Policy, calculated from the date of product delivery. If the issue is validated, you will receive a free replacement or a full refund at your request.
| Reason for Claim | Description |
| Item Received is Defective/Damaged | Product is broken, defective, or does not work properly. |
| Product Error | Item received is different from the description, incorrect customization information was used (if the error was on our end), or the product is an incorrect/mismatched size (if the error was on our end). |
| Lost/Missing Items | Your package is lost in transit (tracking shows no movement past the expected window - more than 10 business days for US orders and more than 20 business days for International orders) or an item is missing from the delivered parcel. |
Refund and Replacement Service Procedure
Step 1: Contact Customer Service
-
Contact our Customer Service team immediately via email at support@hellaprints.com.
Step 2: Provide Evidence
-
To help us quickly assist you, please provide video/photos of the defective product you received and the package's cover including the detailed shipping label. This evidence is necessary for us to process your claim with our fulfillment partners.
Step 3: Get Refund or Replacement
-
You will receive your Refund or Replacement order after we receive and approve your claim request.
2. Standard Returns Policy (For Non-Defective Items)
We accept returns for non-defective items within 60 days of the delivery date, subject to the following strict conditions:
Eligibility for Free Standard Returns (Non-Defective)
-
Return Window: You have 60 days after receiving your item to request a return.
-
Condition: Item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
-
Authorization: You must contact support@hellaprints.com to receive return instructions and the return address. Items sent back to us without first contacting us and receiving authorization may not be refunded.
-
Return Shipping: We will provide a return shipping label free of charge for all approved standard returns within the 60-day window.
Note: Items returned under this policy (non-defective) must not fall under the exclusions listed in Section 3.
3. Not Covered by the Refund & Replacement Policy
The following issues are NOT covered by our 60-day Policy (for defect/damage) or the 60-day Standard Return Policy:
| Reason for Exclusion | Description |
| Customer Error (Final Sale) | Customer picked the wrong size, product, or provided incorrect custom information during checkout. |
| Misuse/Wear | Product damaged by misuse, mishandling, poor maintenance, or items that have been washed, worn, or soiled resulting from the customer's handling. |
| Timing | Request for a refund/replacement is made after 60 days of product delivery (for both defective and standard returns). |
| Final Sale | Products purchased during a sale or any promotion (unless defective). |
| Visual Discrepancy Note: Please allow for acceptable differences of up to 20% between advertised images and the actual item due to lighting during photo shoots or variations in monitor displays. |
Exceptions / Non-Returnable Items (Custom/Personalized Products)
-
Custom Products: Custom products (such as special orders or personalized items) cannot be returned or exchanged due to buyer's remorse (personal reasons/change of mind), as they are made specifically for you and cannot be restocked or resold. This is considered a Final Sale unless defective.
-
Perishable/Personal Care Goods: We also exclude perishable goods, personal care goods (e.g., beauty products), or hazardous materials from returns.
European Union 14-day Cooling Off Period
This rule does not apply to customized goods. Notwithstanding the above, if the merchandise is being shipped into the European Union, the right to return or cancel the order within 14 days, for any reason and without a justification, does not apply to custom-made items (which are non-returnable).
4. Refund Time
If your refund is approved, the funds are applied to the same payment method that you used to buy the item. Here's how long it takes for a refund to appear on your account or statement:
| Payment Method | Refund Time (Estimated) |
| Credit/Debit Card | 5–14 business days |
| PayPal | 5–7 business days (up to 30 days if paid with a linked card) |
Note: Please remember it can take some additional time for your bank or credit card company to process and post the refund.