Exchange Policy

The short version: every Witprinted mug is custom-made specifically for your order. We do not offer refunds for changing your mind. We do reprint or refund anything that arrives defective, damaged, lost in transit, or wrong — exactly aligned with what our print partner Gelato will honour for us. You have 30 days from delivery to report an issue with photo evidence.

1. Why no refunds for personalised goods

Each Witprinted item is generated and printed for one specific order. The dictionary entry is AI-generated when you submit your name and vibe; the mug is then manufactured for that one order. We do not stock mugs. There is no inventory we can return your item to. This is industry-standard practice for personalised print-on-demand and is the basis for our policy.

This policy is aligned with our manufacturing partner Gelato's published return policy and Order Terms. We do not promise more than Gelato will reimburse to us.

2. What qualifies for a reprint or refund

If your order arrives in any of the following conditions, contact us within 30 days of delivery with photos and we will, at our option, reprint the order or refund the purchase price:

• Print defect — visible quality issue on the printed surface (smudges, banding, missing color, washed-out areas, wrong placement) that materially affects the product.
• Manufacturing defect — chipped ceramic, cracked handle, structurally damaged item out of the box.
• Damaged in transit — broken, dented, or otherwise damaged on arrival.
• Wrong item shipped — you received a different product or someone else's order.
• Lost in transit — confirmed lost by the carrier and not delivered to your address.

3. What does NOT qualify

The following are not grounds for a refund or reprint, mirroring Gelato's exclusions:

• Buyer's remorse — you changed your mind after the item was made.
• You don't like the AI output. Use the two free regenerations before checkout to pick a version you're happy with. Once paid, the entry is final.
• You misspelled your own name or selected the wrong vibe at checkout. The product was correctly produced from the input you submitted.
• Color shifts within standard print tolerance. Print is not a screen. Slight variation between the on-screen mockup and the physical item is normal.
• Carrier delays, postal-service issues, or customs delays. We will provide tracking and reasonable assistance, but transit timing is not under our control.
• Force majeure — events outside our or our partner's reasonable control (natural disasters, strikes, postal-service shutdowns, force-majeure events at the manufacturing facility).
• Refused delivery, undeliverable address, or unclaimed package. If the package is returned to sender because of an incorrect address you provided or because you didn't pick it up, we are not obligated to reship at our cost.

4. Cancellation window

You may request cancellation only before your order is sent to production. In practice this is a narrow window — typically within minutes of placing the order. Once your design has been transmitted to our print partner, the order can no longer be cancelled. Email us at hello@witprinted.com immediately if you need to cancel; we will do our best but cannot guarantee a window after the order has entered production.

5. How to request a reprint or refund

1. Within 30 days of delivery, email hello@witprinted.com with:
   • Your order ID (in the confirmation email).
   • A clear description of the issue.
   • Photos of the defect, damage, or wrong item — including the shipping label if available. Photos are required; we cannot validate a claim without them.
2. We submit the claim to Gelato along with your evidence.
3. If Gelato approves the claim, we will, at our option, either reprint and reship the order or refund the purchase price to your original payment method. Reprints typically arrive in 7–14 business days from approval. Refunds typically settle in 5–10 business days from approval, depending on your bank.
4. If Gelato declines the claim, we will review it ourselves and, at our discretion, may still offer a partial refund or store credit. We are not, however, obligated to do so beyond what Gelato will reimburse to us.

6. Lost in transit

If tracking shows the package was not delivered, wait 10 business days from the last tracking update for it to surface. After that, contact us with your order ID and we will open a carrier trace. If the carrier confirms loss, we treat it the same as a defective item: reprint or refund at our option.

7. Returns

We do not accept physical returns. Once you have a Witprinted item, it's yours to keep. If we approve a reprint or refund under this policy, you do not need to ship the original item back — please dispose of or recycle it as you see fit.

8. Chargebacks

If you have an issue with your order, please contact us first. Initiating a chargeback before contacting us prevents us from helping you and may result in your future orders being declined.

9. Statutory rights

Nothing in this policy limits any non-excludable rights you have under your local consumer-protection law (for example, the right to a refund for a fundamentally defective product under EU Directive 2011/83/EU or US state consumer-protection statutes). Where local law gives you more rights than this policy, those rights apply.

10. Contact

Sawary Trading LLC (operating Witprinted)
Wyoming, United States
hello@witprinted.com