BrandSKU offers refunds and replacements for orders with quality defects, damage in transit, or fulfillment errors — but not for every situation. Because BrandSKU products are custom-made and shipped globally, certain scenarios fall outside our returns and replacements coverage. This article lists the specific situations where returns and replacements are not offered, so you know what to expect before placing an order.
Change-of-Mind or Personal Preference
The order was fulfilled correctly, but your customer no longer wants the item. This is not covered by BrandSKU.
Common examples:
- The customer decided they don't like the product after receiving it
- The customer bought it as a gift and the recipient doesn't want it
- The customer found a similar product cheaper elsewhere
Since custom-printed products cannot be resold, we cannot accept returns for change-of-mind reasons.
Wrong Size, Color, or Variant Ordered by the Customer
If your customer selected the wrong size, color, or variant at checkout and the order was fulfilled exactly as ordered, this is not covered.
Size guides and color previews are available on every product page. If the product page includes accurate sizing information at the time of purchase, size mismatches are the customer's responsibility.
Tip: Encourage customers to check the size guide before ordering apparel. Providing clear size charts in your store descriptions reduces size-related complaints significantly.
Design Files Uploaded by You
If the print looks poor because of the design file you uploaded, this is not covered.
Common causes:
- Low-resolution files (below the 150 DPI minimum)
- Wrong color mode (CMYK instead of sRGB)
- Design elements placed too close to the edge of the print area and cut off
- Text or logos too small to print clearly
See What File Format and Resolution Should My Design Be for full file requirements. Reviewing the mockup preview in the product designer before placing the order helps catch these issues early.
Minor Production Variations
Some minor variations are inherent to the printing method and are not considered defects:
- Print placement — up to 0.5 inches (about 1.3 cm) of variation from the intended position
- Product size — up to 1 inch (about 2.5 cm) variation from the size guide measurements
- Color — slight shifts between the design on screen and the printed result, due to differences between digital displays and printing inks
These are within production tolerance and do not qualify for a refund or replacement.
Incorrect or Incomplete Shipping Address
If the shipping address provided by you or your customer was wrong, incomplete, or misformatted, and the package failed to deliver or arrived at the wrong destination, this is not covered.
If the package is returned to BrandSKU due to a bad address, you can place a manual order to reship it at your own cost. See How to Change the Shipping Address on an Order for how to avoid this in the first place.
Missing Packages Marked as Delivered
If tracking confirms the package was delivered but your customer reports it missing (possibly stolen or misplaced at the destination), this is not covered.
Once the carrier marks a package as delivered, responsibility passes to the customer. Recommend that customers file a claim with the local carrier or post office.
Damage After Delivery
If the product was damaged by improper use, cleaning, or care after your customer received it, this is not covered.
This includes:
- Products damaged in the washing machine (especially if care instructions weren't followed)
- Products damaged by improper cleaning chemicals
- Wear and tear from normal use
- Accidental damage after delivery
Force Majeure and External Factors
BrandSKU is not responsible for issues caused by events beyond our control:
- Natural disasters affecting production or shipping
- Customs holds, delays, or seizures
- Carrier strikes or transportation disruptions
- Local government restrictions
Packaging Damage Without Product Damage
If the outer packaging arrived dented, scuffed, or torn but the product inside is intact and functional, this is not covered.
Minor packaging wear during transit is normal and does not affect product quality. Consider adding a note to your product listings letting customers know that packaging may show minor wear from shipping.
If your situation isn't listed here, or you're unsure whether it qualifies, see the full eligibility policy. You can also reach out to [email protected] and our team will review your specific case.
Early access
