Refund Policy

1. Print-On-Demand Policy

Custom Manufacturing: All Lizard Merch products are custom-printed after you place your order. This means each item is made specifically for you, which allows us to offer unique designs but also means we cannot accept returns for change of mind, size exchanges, or buyer's remorse.

No Pre-Made Inventory: Unlike traditional retailers, we don't stock pre-made items. Every product is printed, packaged, and shipped directly to you from our fulfillment partners.

2. What We Will Replace or Refund

🚚 Shipping Errors

• Wrong item shipped (different product than ordered)
• Wrong size, color, or design variant
• Missing items from your order
• Duplicate items sent by mistake

🔧 Quality Defects

• Significant print defects (smudging, misalignment, missing elements)
• Damaged products (tears, holes, stains)
• Products that arrived damaged due to poor packaging
• Print quality significantly different from product mockups

📦 Delivery Issues

• Package lost in transit (after carrier investigation)
• Package delivered to wrong address (our fulfillment error)
• Package never shipped despite order confirmation

3. What We Cannot Accept Returns For

❌ Customer Preferences

• Change of mind after ordering
• Don't like the design anymore
• Color looks different on screen vs. physical product
• Size doesn't fit as expected
• Gifting recipient doesn't like the item

❌ Normal Variations

• Slight color variations due to printing process
• Minor print placement differences (within 1 inch)
• Fabric texture or weight feeling different than expected
• Normal fading or wear after washing
• Small print imperfections consistent with print-on-demand standards

❌ Post-Purchase Issues

• Items damaged after delivery due to improper care
• Issues reported more than 7 days after delivery
• Items that have been worn, washed, or altered
• Lost or stolen packages after confirmed delivery

4. How to Request a Refund

📧 Step 1: Contact Us

Email us at support@lizardmerch.com within 7 days of delivery with:

• Your order number (found in confirmation email)
• Email address used for the order
• Detailed description of the issue
• Clear photos showing the problem (required for quality issues)

📸 Step 2: Provide Evidence

For quality or shipping issues, we need clear photos showing:

• The entire product laid flat
• Close-up of any defects or damage
• Product tag/label if requesting size-related issue
• Packaging if item arrived damaged

⚡ Step 3: Quick Resolution

• Response Time: We'll respond within 24 hours
• Review Process: Most cases resolved within 2-3 business days
• Resolution Options: Full refund, replacement item, or store credit

5. Refund Process Timeline

💳 Refund to Original Payment Method

• Processing Time: 1-2 business days after approval
• Credit Card: 5-10 business days to appear on statement
• PayPal: 3-5 business days
• Bank Transfer: 5-10 business days depending on your bank

🔄 Replacement Items

• Production Time: 2-5 business days
• Shipping Time: 3-7 business days
• Expedited Options: Available at no extra cost for our errors
• Tracking: Full tracking information provided

6. Partial Refunds

In some cases, we may offer partial refunds for minor issues:

• Minor Print Imperfections: 25-50% refund if item is still wearable
• Slight Color Variations: Store credit for future orders
• Delayed Shipping: Shipping cost refund if significantly late
• Missing Accessories: Refund for missing components only

7. International Orders

🌍 Additional Considerations

• Customs Duties: Not refundable (paid to your government, not us)
• Return Shipping: Not required for defective items
• Currency: Refunds processed in original purchase currency
• Extended Timeline: International refunds may take 10-15 business days

8. Store Credit Alternative

Instead of refunds, we may offer store credit that provides:

• Same Value: Full purchase amount as credit
• No Expiration: Credits never expire
• Bonus Value: Sometimes we'll add extra credit for the inconvenience
• Easy to Use: Automatic application at checkout

9. Prevention Tips

📏 Size Guide

• Always check our detailed size charts before ordering
• Measure yourself and compare to our size guide measurements
• When in doubt, consider ordering a size up for comfort
• Remember that different products may have different fits

🎨 Color Expectations

• Colors may vary slightly due to monitor settings and printing
• Product mockups are representative but not exact matches
• Fabric type affects color appearance (cotton vs. polyester)
• Lighting conditions can change how colors appear

10. Contact Information

Questions about refunds or need to start a return process:

Email: support@lizardmerch.com
Subject Line: "Refund Request - Order #[Your Order Number]"
Response Time: Within 24 hours
Business Hours: Monday-Friday, 9 AM - 6 PM PST

11. Policy Updates

This refund policy may be updated from time to time to reflect changes in our practices or legal requirements. The most current version will always be available on this page with the updated date at the top.

Grandfathering: Orders placed before policy changes will be governed by the policy in effect at the time of purchase.