At HZ PrintLab, we stand behind the quality of our products and take full responsibility for any issues that arise due to our errors. Please read our return and refund terms carefully below.
Return Policy
We do not accept returns due to user errors such as:
- Incorrect size, color, or design selection
- Invalid or incomplete shipping address
- Customer refusing the package without valid reason
We may offer replacements or refunds only in the following cases:
- Wrong item, size, or address (different from the order details)
- Damaged or defective item due to production or shipping
- Missing items in a shipment
- Significant size discrepancies (more than 2 cm for apparel; more than 3 mm for footwear)
- Incorrect color or poor-quality print, provided the artwork file meets our guidelines
- Package lost in transit or stuck at customs beyond 5 business days (US) or 8 business days (international) past delivery time
If your order meets the above conditions, please contact us within 30 days of delivery and provide:
- Clear photos of the issue under natural lighting
- Photo of the packaging and label
- Screenshot of the buyer’s complaint (if applicable)
We will verify your claim and arrange a replacement or refund accordingly. You don’t need to return the item unless specifically requested.
Refund Policy
A full or partial refund will be processed if:
- The item is damaged beyond use
- The print quality is poor (despite valid artwork)
- The wrong item was sent
- Item was lost and replacement is not preferred
Refunds are based on the original fulfillment cost, not the retail price. Shipping fees are non-refundable unless otherwise stated.
Please allow 3–5 business days after we receive your return (if required) for your refund to be processed.
Common Return Scenarios
| Issue | Resolution |
|---|---|
| Wrong item sent | Replacement |
| Damaged during shipping | Replacement (requires photo proof of product & label) |
| Poor print (valid artwork) | Replacement |
| Size deviates >2cm | Replacement |
| Missing item in order | Ship missing item or partial refund |
| Late delivery (beyond guarantee) | Replacement |
| Artwork does not meet guidelines | Seller bears cost |
| Incomplete address provided | Seller bears cost |
| Wrong size ordered by customer | Seller bears cost |
Exclusions & Limitations
We do not accept claims for:
- Color or size differences within normal variation (1–2 cm / slight color tone shifts)
- Washed, worn, or damaged items by customer
- Claims made after 30 days from delivery
- Unauthorized returns
- Custom issues beyond our control (natural disasters, strikes, political events, etc.)
Gifts & Sale Items
- Sale items are non-refundable.
- If it wasn’t marked as a gift, the refund will be issued to the original purchaser.
Shipping for Returns
- Customers are responsible for return shipping costs unless otherwise agreed.
- We recommend using a trackable shipping service for items over $75.
- We are not responsible for items lost during return transit.
Late or Missing Refunds
If you haven’t received your refund:
- Recheck your bank account.
- Contact your credit card company (may take a few days).
- Contact your bank for processing times.
Still no refund? Email us at admin@hzprintlab.com.
Design Approval (for custom designs)
For cloned/custom designs, we will provide JPG/PNG/PSD files for your approval before production. We are not responsible for design issues once you approve the file.
Thank you for choosing HZ PrintLab. We’re committed to making things right if anything goes wrong.
For any issues, please contact: admin@hzprintlab.com.