Return & Refund Policy

Last updated:  November 9th, 2025

1. Custom‑made products & no exchanges:

All items in our store are custom‑made or printed on demand specifically for you after your order is placed. Because of this, we do not offer exchanges or returns for change of mind, incorrect size (unless clearly our error), or simply because you’d like something different.

2. Defective, damaged or incorrect items:

We stand behind the quality of our products and work with Gelato’s global print‑on‑demand network, but in the rare event that the product you receive is defective, damaged in transit, or incorrect (for example, wrong quantity, wrong print) you may be eligible for a replacement or a refund. According to Gelato’s policy:

  • Gelato does not provide a return address or accept returns for fulfilled orders because items are made to order. Gelato Help Center

  • If a claim is approved by Gelato’s quality assurance team, they will cover the cost of a new order (i.e., send a complimentary replacement) or, if a replacement is not feasible or the customer cannot wait, a refund may be issued. Gelato Help Center

3. How to submit a claim:

If you believe your item is defective, damaged or incorrect:

  • Contact us within 10 calendar days of you receiving the item.

  • Provide your order number and clear photographic evidence showing the issue (for example: close‑up of defect, damage to packaging, misprint).

  • We will evaluate your claim and liaise with Gelato. If approved, we will issue a replacement or refund.

  • Please note that we cannot process claims if you simply changed your mind, ordered the wrong size or colour, or dislike the design after receiving it.

4. Shipping costs & returns:

Because items are made specifically for you and shipped directly from Gelato’s print hubs:

  • We will not ask you to ship the item back unless explicitly instructed (which is rare).

  • If a claim is approved and a replacement is sent, we will cover the cost of the production/shipping of the replacement.

  • If a refund is issued instead of a replacement, shipping costs may or may not be included depending on the situation (we will specify at the time of approval).

  • If the item was lost in transit (not delivered), please contact us within 30 days from the estimated delivery date. Gelato handles lost orders similarly. Gelato Help Center

5. Colour variations & print tolerances:

Please note that printing is a chemical and mechanical process with tolerances. Slight variations in colour, brightness or print alignment are not considered defects and are not eligible for refund or replacement. Gelato states such minor variations are within “acceptable tolerance levels.” Gelato Help Center

6. International customers / jurisdiction:

If you are placing an order from outside Canada, be aware that local consumer laws may impose additional rights regarding returns. Our policy is set based on the custom‑made nature of the products, but we will still process valid defect/damage claims as stated above.

7. How refunds are issued:

If a refund is approved:

  • We will aim to issue the refund to the original payment method within 10 business days after approval.

  • If you cannot wait for a replacement and choose a refund instead, we will make that clear when approving the claim.

  • Note: depending on your bank or payment processor it may take additional days for the refund to appear in your account.

8. Policy modifications:
We may update this Return & Refund Policy from time to time to reflect changes in our practices or in Gelato’s terms. The “Last updated” date will reflect when the change takes effect.