Your satisfaction is our top priority. If you are not completely happy with your order, we are here to help you with an exchange or a full refund under the conditions outlined below.
1. Eligibility, Timeframe, and Product Condition
We accept requests for Returns (for Refund) or Exchanges within 14 calendar days from the date the order was delivered to your address (based on carrier tracking information).
To be eligible for a return or exchange:
- Apparel Items (Tee, Hoodie, Sweatshirt): Must be unused, unwashed, free of odors (perfume, smoke), and have all original tags attached.
- Hard Goods & Accessories (Mugs, Caps, Tote Bags): Must be unused, free of liquid/food residue, stains, or signs of deformation. Mugs must be free of chips or cracks.
- Packaging: The item must be returned in its original, undamaged product packaging (where applicable).
- The item must not fall under the Non-Returnable Items category (see Section 2).
2. Non-Returnable Items
We cannot accept returns or exchanges for the following:
- Items requested after the 14-day window from the delivery date.
- Used, Washed, or Damaged Items: Any product showing signs of use, wear, stains, unusual odors, or damage caused by the customer (e.g., rips, tears, chipped mugs).
- Customized/Personalized Items: Any product featuring a Custom Name or other personalized content, unless the item is flawed due to a manufacturing or printing error on our part.
- Final Sale Items and Gift Cards.
3. How to Request a Return or Exchange
To initiate the process, please follow these steps:
- Contact Us: Send an email to sv@giwynn.com with the subject line: “RETURN/EXCHANGE REQUEST – YOUR ORDER NUMBER”.
- Provide Details: Include your Order Number, the quantity, and a detailed Reason for the return.
- Mandatory Photo Evidence: For claims of defects, damage, or printing errors, clear photographic evidence (close-ups of the issue and full product view) is mandatory for review and approval. Requests without photo evidence will be delayed or rejected.
- Preference: Clearly state whether you prefer a Refund or an Exchange (specify the new size/color).
4. Return Shipping Costs and Labels
Shipping costs for returns and exchanges are strictly determined by the reason for the return:
| Reason for Return/Exchange | Return Shipping Label | Original Shipping Fee | Re-Shipping Fee (for Exchanges) |
| Store Error (Wrong item/size sent, product defect, printing flaw) | Provided by us (Pre-paid label) | Refunded | We cover 100% of the cost. |
| Customer Error (Ordered wrong size, changed mind, fit preference) | Customer must obtain and pay for the label. | Non-refundable | Customer covers 100% of the cost. |
5. Processing Refunds and Exchanges
A. Refunds
Once we receive and inspect the returned item, we will process your refund back to your original payment method within 5-7 Business Days.
Non-Refundable Fees: For returns due to Customer Error, the Original Shipping Cost paid at checkout is non-refundable. Only the item price will be refunded.
B. Exchanges
If you request an exchange, the new item will be processed and shipped after we have received and inspected your returned item.
- New Order Handling Time: 2–3 Business Days.
- New Order Transit Time (Standard Shipping): 3–5 Business Days.
The Total Estimated Time to receive your exchanged product is 5-8 Business Days (after we receive the original item).
6. Order Cancellation Policy
Due to our Print-on-Demand (POD) model, production begins shortly after an order is placed.
- You may cancel your order for a full refund within 06 hours of purchase.
- After this 06-hour window, cancellation may not be possible as the order may have already entered production.
7. Returned to Sender (RTS) Policy
If a package is returned to our facility due to an unclaimed delivery, refusal by the recipient, or an invalid address provided by the customer:
- Re-shipment: We will contact you to arrange re-shipment. The customer will be responsible for the new shipping fees.
- Disposal: If we are unable to contact the customer within 14 calendar days of the package arriving back at our facility, we reserve the right to dispose of the package without issuing a refund.