BackerFlow

RETURN AND REFUND

Before proceeding with any orders, please take a moment to carefully read and understand our Return and Refund Policy. This ensures a smooth process and helps avoid issues that may arise due to misunderstandings or overlooked details.

1. Return Policy

1.1 Cases Where Returns Are Allowed

We accept returns under the following circumstances:

Damaged Products: If your product is damaged during transit, please provide photographic evidence of the damaged item along with the shipping label. We will promptly verify the claim and offer either a replacement or a refund based on your preference.
Incorrect Items Sent: In cases where you receive the wrong item due to our error, we will send a replacement or refund the order after confirming the details.
Lost Packages or Customs Holds: If your package is lost or held up at customs, we will investigate and either process a refund or send a replacement.

For all claims, you must contact our customer service and submit necessary proof within 60 days from the date the fulfillment fee was paid and production began. We will only process returns for issues originating from BackerFlow Fulfillment or its partners.

1.2 Cases Where Returns Are NOT Allowed

We do not accept returns under the following circumstances:

Buyer Errors: Returns are not accepted for incorrect size, color, or style choices, as well as undeliverable addresses provided by the customer.
Complaints Filed Beyond 60 Days: Any complaint submitted after 60 days from the fulfillment fee payment and production start date will not be addressed.

All returns are limited to manufacturer-related issues. Please carefully review the design and product specifications before placing an order to avoid dissatisfaction due to personal errors.

During printing and production, there may be some VARIATIONS IN COLOR and SIZE for each product. Clothing sizes may vary by 1-2 inches (approximately 2.5-5 cm) shorter or longer, or wider or narrower than the announced size chart. We are not liable for discrepancies within this range.

2. Refund Policy

2.1 Refundable Cases

Refunds will be issued in the following scenarios:

Damaged Replacement Products: If the replacement product we send is also damaged, we will refund the full fulfillment cost of that product.
Unfulfilled Orders:
- For US order, if we fail to deliver your order within 40 business days from the date of order placement and payment, you may request a 100% refund of the fulfillment fee.
- For international orders, if delivery is not completed within 60 business days, you may also request a 100% refund of the fulfillment fee.

In all cases, refund requests must be submitted within >60 days of the fulfillment fee payment and production start date. Requests made after this period will not be processed.

2.2 Non-Refundable Cases

Refunds will not be provided for:

Buyer errors, such as incorrect addresses or product specifications (size, color, style).
Design Variations: Minor discrepancies in color or size due to the printing and production process will not be eligible for refunds. For example:
- Colors may slightly differ based on product design specifications.
- Clothing sizes may vary by 1-2 inches (approximately 2.5-5 cm) in length or width, compared to the size chart. We recommend reviewing all design requirements thoroughly before placing an order to ensure accuracy. Refunds will not be issued if design files do not adhere to our product guidelines.

3. How to Initiate a Return or Refund Request

To initiate a return or refund, please follow these steps:

Document the Issue: Provide clear photos or evidence of the problem (e.g., damaged product, incorrect item).
Submit a Request: Contact our customer service team and include the photos, a description of the issue, and your order details.
Wait for Confirmation: We will verify the information and notify you if your return or refund request is approved.
Receive Your Refund/Replacement: Once approved, we will process the refund or send the replacement item.