Refund policy

Return Policy

Every item in this shop is made to order and fulfilled by our production partner when you place your order. Because of this, we cannot accept traditional returns or exchanges. This policy follows Shopify’s return rules for third-party fulfillment.

When we can replace or refund an item

If your order arrives with any of the following issues:

  • Damaged product

  • Misprinted design

  • Incorrect item received

  • Lost in transit

Email us at hello@rockywestdesignstudio.com within 14 days of delivery with:

  • Your order number

  • Clear photos of the issue (product and packaging slip)

  • A short description of what happened

If the issue is verified, we will send you a replacement at no cost. If a replacement is not possible, we may offer a refund instead.

Items usually do not need to be returned, since Printful handles QC digitally.

What we cannot accept

Because our items are created specifically for each order, and Printful does not accept returned merchandise, we cannot offer returns or exchanges for:

  • Wrong size ordered

  • Change of mind

  • Disliking the item

  • Ordering the wrong product

  • Buyer’s remorse of any kind

All products are considered final sale unless damaged or defective.

This directly aligns with Shopify’s rule:
If your fulfillment partner doesn’t accept returns, you cannot accept them on your store.

Address Issues

If the shipping address was entered incorrectly by the customer:

  • We cannot refund or replace the order for free

  • You may reorder the item with the correct address

  • If the item is returned to sender, reshipment costs may apply

Please double-check your address at checkout.

Lost Packages

If a carrier confirms your package is lost in transit (not “delivered”), email us and we will review the issue with Printful to arrange a replacement.

European Union Customers

EU customers typically have a 14-day cooling-off period for online purchases.
However, this right does not apply to:

  • Items made to order

  • Custom or print-on-demand products

Because all items in this shop are printed specifically for each order, the cooling-off period generally does not apply.

Refunds (when applicable)

If a refund is approved due to damage or fulfillment error:

  • You will be notified by email

  • Refunds are issued to the original payment method

  • Banks and card providers may take additional time to process the refund

If 15 business days have passed without your refund appearing, contact us at hello@rockywestdesignstudio.com

We value your support and want every order to feel right. We strive to work with you to make sure everything is right.

Questions?

Reach out anytime: hello@rockywestdesignstudio.com