Refund Policy

Return and Refund Policy

At Pivot Back Apparel, we strive to ensure our customers are satisfied with their purchases. Please read our return and refund policy carefully.

1. Return and Exchange Eligibility: Any claims for misprinted, damaged, or defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

2. How to Request a Return or Exchange: If you or your customers notice an issue with the products or anything else in the order, please submit a problem report. To initiate a return or exchange, please follow these steps:

• Contact us at contact@pivotback.com with your order number and a clear description of the issue, including photos of the defective or damaged item.
• Once your return or exchange request is approved, we will provide you with further instructions.

3. Return Address: The return address is set by default to the Printful facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful's facility isn't used as the return address, you would become liable for any returned shipments you receive.

4. Non-Returnable Items: Certain types of items cannot be returned, such as:

• Custom or personalized products (including custom apparel)
• Sealed goods that are not suitable for return due to health or hygiene reasons (e.g., face masks)
• Gift cards
• Sale items (unless defective or damaged)

5. Refunds: Once we receive your return and inspect the item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days, depending on your card issuer’s policies.

6. Late or Missing Refunds: If you haven’t received a refund yet, please check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at contact@pivotback.com.

7. Exchanges: We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at contact@pivotback.com.

8. Return Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

9. Incorrect Address: If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

10. Unclaimed Shipments: Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable). If you haven't registered an account on printful.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

11. Returned by Customer: It is best to advise your end customers to contact you before returning any products. Except for customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, including face masks, as well as size exchanges, are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partially. In these cases, a refund will not be possible.

12. EU Consumer Notification: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

• The supply of goods that are made to the consumer's specifications or are clearly personalized.
• Sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

Therefore, Printful reserves the right to refuse returns at its sole discretion.

13. Contact Us: If you have any questions about our return and refund policy, please contact us at contact@pivotback.com.