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This Refund Policy is about the money side of things: when Tee Willow refunds you, how much comes back, where it goes and how long it takes. The practical steps for sending an item back live on our Returns & Exchanges Policy. In short, every item can be returned within 60 days of delivery, return postage is free, and once your return is received and approved, your refund reaches your original payment method within 7 days.
Refunds at a glance
- Timing: within 7 days after we receive and approve your return, approve your photo claim or confirm your cancellation.
- Destination: the payment method you used at checkout, or store credit if you ask for it.
- Eligibility: any item, for any reason, within 60 days of delivery.
- Shipping: every order ships free, and return postage is free too, so neither is ever deducted.
- Fees: no restocking fees and no refund processing fees.
1. What “approved” means
The 7-day clock starts from approval, and approval happens at a different moment depending on your situation. We think it helps to be precise about this, because “refunds within 7 days” means little if you do not know when the 7 days begin.
- Change-of-mind or size returns: approval happens when your returned item arrives and we have checked it. We check returns within 2 business days of arrival.
- Damaged, misprinted or wrong items: approval usually happens as soon as we have reviewed your photos, often the same business day. In most cases you do not need to send the item back first.
- Lost parcels: approval happens when the carrier confirms the loss, or after our 5-business-day investigation ends without the parcel being found.
- Cancellations: approval happens when we confirm your cancellation by email, which is only possible before your order is printed and shipped.
We email you the moment a refund is approved, so you always know when the 7 days started.
2. When you are entitled to a refund
2.1 Damaged, misprinted or not as described
This covers a garment that arrives torn, stained or with a faulty seam, a print that is smudged, cracked, faded on arrival or noticeably off-centre, a colour clearly different from the product page, and personalization text printed differently from what you typed at checkout. Send us your order number and photos of the problem and the shipping label. You receive a full refund of the item price, or a free reprint if you would rather have the shirt.
2.2 Wrong item, size or colour sent
Send a photo of what arrived, including the size label. You choose between the correct item, printed and shipped at our cost, or a full refund. If we need the wrong item back, we provide a prepaid label.
2.3 Parcel lost in transit
If tracking has not moved for 7 business days, or the parcel has not arrived 7 business days after the latest estimated delivery date, contact us. If the parcel is confirmed lost, or is not found within 5 business days of our carrier investigation, you get a full refund or a free replacement.
2.4 You changed your mind or it does not fit
Return any item within 60 days of delivery and receive a refund of the item price. Return postage is free; we send a prepaid label or reimburse your tracked postage. Please send the item back unworn and unwashed so it is in the condition you received it.
2.5 You cancelled before printing
If we confirm your cancellation within the 24-hour window and before your order is printed and shipped (see Cancel or Change an Order), you receive everything you paid back, including any taxes.
2.6 We cancelled your order
Occasionally we have to cancel an order: a garment colour may be discontinued by the blank supplier, a payment may fail verification, or an address may be outside our delivery area. If that happens, we email you straight away and refund the full amount within 7 days. Where we can, we suggest an alternative first.
3. How much is refunded
| Situation | Item price | Shipping paid | Return postage | Need to send it back? |
|---|---|---|---|---|
| Damaged, misprinted or not as described | Refunded in full | Nothing to refund (shipping is free) | Free | Usually not |
| Wrong item, size or colour sent | Refunded in full | Nothing to refund | Free (prepaid label) | Only if we ask |
| Lost parcel | Refunded in full | Nothing to refund | Not applicable | No |
| Changed your mind or does not fit | Refunded in full | Nothing to refund | Free | Yes, unworn |
| Cancelled before printing | Refunded in full | Nothing to refund | Not applicable | No |
| Cancelled by us | Refunded in full | Nothing to refund | Not applicable | No |
Because every order ships free and every return travels back free, there is no shipping cost to subtract from any refund. If you used a discount code, the refund is the amount you actually paid for the item after the discount.
4. Where your money goes back
- Refunds go to the payment method used at checkout. The available methods are shown at checkout and listed on our Payment Methods page.
- If you prefer store credit, ask when you contact us. We email a store-credit code for the approved amount that you can use at checkout.
- For gifts, the refund goes to the person who paid, unless they ask us to give store credit to the recipient.
- Refunds are made in US dollars, the currency of every Tee Willow order.
Why a refund can look different on your statement
If your card or account uses Canadian, Australian or New Zealand dollars, your bank converted the original US-dollar charge into your currency. When we refund the same US-dollar amount, your bank converts it again at the rate on that day. That can make the refund a little higher or lower in your currency than the original charge. The conversion and any foreign transaction fees are set by your bank, not by us.
5. If you cannot see your refund yet
Within 7 days of approval the refund should appear on your original payment method. Some banks show it first as a pending credit or as a reversal of the original charge rather than a new line. If it has not appeared after 7 days, email us. We send you the refund transaction reference and follow up with the payment provider until the money arrives.
6. Partial refunds
A partial refund only happens on a change-of-mind return that comes back clearly worn, washed, stained or damaged after delivery. Even then, we email you first with photos and the amount we propose. If you do not agree, we send the item back to you at our cost and nothing is deducted. We never apply a partial refund without telling you.
7. Personalized items
Personalized pieces are refundable within 60 days like everything else. If the printed text matches what you entered at checkout, a change-of-mind return is refunded in full once the item is back with us. If the printed text differs from what you entered, that is a misprint: you get a full refund or a corrected reprint, and you usually do not need to return the item.
8. Worked examples
A reunion order with one wrong size
Dana ordered nine matching tees for a family reunion. One cousin needed an M instead of an L. Dana chose a refund for that single tee rather than an exchange. We emailed a prepaid label; the tee arrived back eleven days later, was checked the next business day and approved. The refund for one tee reached Dana’s card four days after approval. The other eight tees were not affected.
A hoodie with a print flaw
Sam’s pet hoodie arrived with a smudge across the dog’s ear. Sam sent two photos on the day it arrived. We approved the claim the same business day and Sam chose a refund. Sam did not need to send the hoodie back, and the full price was back on Sam’s account within 7 days.
9. A refund timeline, step by step
Here is what a typical change-of-mind refund looks like from start to finish, so you know what to expect at each point and who is waiting on whom.
- Day 0: you email us within 60 days of delivery and say which item is coming back.
- Within 1 business day: we reply with your return authorization and a prepaid label, or reimbursement instructions.
- Within 14 days of approval: you post the item. Domestic returns usually take a week or two to reach us; international returns can take longer.
- Within 2 business days of arrival: we check the item and approve the refund, and we email you to say so.
- Within 7 days of approval: the refund reaches your original payment method.
For damaged, misprinted, wrong and lost items, steps 3 and 4 usually disappear, because we approve from your photos or from the carrier’s answer. That is why those refunds are typically much faster.
10. Duties and taxes on international orders
If you live in Canada, Australia or New Zealand and paid import duties or taxes to a carrier or customs authority when your parcel arrived, those charges were collected by your country, not by Tee Willow, so we cannot refund them directly. Many customs authorities offer their own refund process for goods that are returned, and we are happy to provide the order details and return tracking you need for that claim. Any tax we collected at checkout ourselves is always included in your refund.
11. Refund or store credit: which should you choose?
A refund to your original payment method is the default and is always available. Store credit can be handy if you already know you will order again soon, for example when a size did not work out and you want to try a different design for the same event. Store credit is issued the moment your return is approved, without waiting for bank processing. Either way, the amount is the same.
Refunds on discounted orders
When an order used a discount code across several items, the discount is shared out across those items in proportion to their prices. If you return one item, you receive the discounted amount you actually paid for that item. The remaining items keep their discount; we never claw back a discount from items you keep.
12. Payment disputes
If something about a charge looks wrong, such as a duplicate charge or an amount you do not recognise, please contact us first. We can usually fix it within a day, which is faster than a bank dispute. Contacting us never affects your rights with your bank or payment provider.
13. Contact us about a refund
Email support@teewillow.com or submit a ticket with your order number. We reply within 1 business day. Related pages: Returns & Exchanges, Shipping & Delivery and FAQs.