Return & Refunds Policy

Every 9Sixteen Apparel item is made for one order, so returns follow set conditions. This page covers what qualifies, what does not, the deadline and the claim steps.

Prior to printing

Inside the first 6 hours after checkout, and only while nothing has been printed, you may edit or cancel without charge. The full rules are in our Cancellation & Modification Policy.

Claim deadline

The window for reporting a problem closes 30 days after delivery. A parcel that never shows up gets the same 30 days, with the count starting once its estimated window has fully passed.

Qualifying problems

Transit damage

The item is torn, crushed, cracked or otherwise damaged on arrival.

Production fault

Artwork that is blurred or sits crooked, or a print already peeling or cracked when the parcel is opened.

Wrong item

The box holds another design, color, size or product type than the order called for.

Not as listed

The item clearly differs from how its listing describes it.

Lost parcel

Scans stop for good, and the carrier, once asked, declares the parcel lost.

Include sharp, well-lit pictures with the claim: the item itself and the shipping label. Now and then a short clip helps too, and we may request one.

Outside this policy

• Deciding you no longer want a piece after it is printed.
• A size ordered without consulting the size chart.
• Minor color variation between your screen and the printed piece.
• Garments with signs of wear, washing or alteration. A defect that first appears after a wash that followed the care instructions still qualifies.
• Parcels returned to us without prior contact.
• Delivery failures traced to an address error made at checkout.

Why the exclusions: a piece printed to one person’s order has no second buyer.

After you file

Expect a first response within one business day and a ruling within 2–3 business days. An approved claim gives you the choice between a no-cost replacement and a refund of the full price. Refunds are issued to the original card or PayPal account within 5–10 business days; your bank or PayPal can need a few more days before the credit is visible. Usually you keep the item. If we ask for it back, the return costs you nothing: we email a paid shipping label.

Filing a claim

1. Email [email protected] with your order number; a subject like “Order problem” helps us route it.
2. Describe what went wrong, briefly.
3. Attach photos: a close view of the problem and one of the parcel label.
4. Tell us your preference: replacement or refund.

Open claims

If a claim is already in progress, reply in that same thread or write to the address above.

Last updated: November 3, 2026