1. Short version
If your order arrives damaged, with a print defect, or with the wrong design or wrong size shipped: message us via Etsy within 30 days of delivery. We arrange a free replacement directly with Printful — you keep the original, no return shipping.
If you simply changed your mind or ordered the wrong size yourself: we can't refund or replace. Print-on-demand items are made specifically for your order. Use the size chart on each Etsy listing before checkout.
2. What's covered
Our 30-day damage/defect replacement applies to:
- Visible damage in transit (torn fabric, ripped seams, water/heat damage)
- Print defects (smeared print, missing ink, misalignment beyond Printful's quality tolerance)
- Wrong design shipped (you ordered HODL, got Diamond Hands)
- Wrong size shipped (you ordered M, got L — and the size label or actual measurements differ from what you ordered)
3. What's NOT covered
Print-on-demand items are made specifically for each order, so the following are buyer responsibility:
- Change of mind — "I don't like the color in person", "it's not what I expected", "I want a different design now"
- Ordering the wrong size yourself — every Etsy listing has a detailed size chart in cm and inches. Different blanks fit differently; the chart is the canonical guide. If the size you ordered arrives correctly and the print is fine, we can't replace it for fit reasons.
- Wear-and-tear damage after delivery — washing/drying/ironing accidents, snags from daily wear
- Damage from improper care — see Q08 in the FAQ for care instructions
4. How to request a replacement
- Open Etsy → Your Orders → find the order
- Click "Help with order" → Message Shop Owner
- Include: order number + a photo of the issue (front and back of the garment if relevant) + brief description of what went wrong
- We reply within 1–2 business days (often same day)
- If approved, we file the claim with Printful and ship a replacement to your original address. You'll get a fresh tracking number when it dispatches.
Approval is typically fast for clear photo evidence. Edge cases (subtle defects, color complaints) may need a back-and-forth before resolution.
5. Etsy Purchase Protection
Our 30-day replacement guarantee runs on top of Etsy's Purchase Protection for eligible orders. Etsy itself guarantees:
- Item arrived
- Item matches the listing description
- Item is in usable condition
If you've used the Etsy "Help with order" flow and the dispute escalates beyond what we can resolve directly, Etsy's protection process can step in. Etsy's general buyer-protection article has the full mechanics.
6. Custom + bulk orders (B2B)
B2B orders come in two shapes — only one runs outside Etsy:
- Bulk + direct orders (you order ≥25 units; we ship in bulk to your address, or per-recipient drop-ship). These run outside Etsy's checkout, so Etsy Purchase Protection doesn't apply. Our 30-day damage/defect replacement guarantee still applies — claims go directly to cryptonightmerch@gmail.com rather than via Etsy messaging.
- Public co-branded drops (your design lives on our Etsy with co-branded framing so individual fans can buy directly). These sit on Etsy like any other Vol drop, so Etsy Purchase Protection applies normally — plus our 30-day guarantee layered on top.
7. Questions?
Read the FAQ (Q05–Q06 cover damage + change-of-mind in detail), or email cryptonightmerch@gmail.com. We respond within 1–2 business days.