Refund and Return Policy

30-Day Return Policy

At MySisterIsASurvivor, we want you to be completely satisfied with your purchase. If you are not satisfied, we offer a 30-day return policy under the following terms:

  1. Standard Items:
    • You have 30 days from the date of delivery to return your item(s).
    • The buyer is responsible for the return shipping costs.
    • Only the product price will be refunded; original shipping costs are non-refundable.
  2. Personalized Items:
    • Due to the customized nature of personalized items, returns are not accepted unless the item is damaged or defective.
    • In the case of damage or defect, a replacement will be sent. No refunds will be issued for personalized items.
    • To process a replacement, you must provide proof of damage or defect by sending clear pictures to CustomerService@MySisterIsASurvivor.com within 30 days of delivery.
  3. Product Variance:
    • Please be aware that there might be a slight variance of up to 20% between the images displayed on our website and the actual item you receive. This variation can be attributed to factors such as lighting during photography or disparities in monitor displays.
  4. Partial Refunds:
    • For situations not explicitly mentioned above, we may consider offering a partial refund, excluding shipping costs.

1.3 How to File a Claim

To file a claim, please send us an email at CustomerService@MySisterIsASurvivor.com with the following details:

  • Order number
  • Video or photo evidence of the defective product
  • For printing errors, include photographs highlighting the issue
  • For sizing discrepancies, include an item for scale in the photos
  • If items are missing, provide images of the received item and the shipping label
  • If the received item is malfunctioning, provide a video demonstrating the problem

Our support team will thoroughly review the evidence you provide for the defective item. If deemed eligible, we will send you a replacement product at no additional charge. In rare instances where a replacement is not feasible, we will fully refund you for the eligible product, including shipping costs.

1.4 Exceptions

Refunds or replacements are typically not granted for cases where errors might have occurred due to customer oversight, including:

  • Incorrect selection of quantities, sizes, designs, colors, etc.
  • Failure to carefully review the design, as some of our printing files are automatically generated to match the preview on our website, or neglecting to provide the necessary personalization details.

We kindly urge you to meticulously review your order before finalizing the purchase to ensure its accuracy. Please note that declining the shipment or returning the item at your expense does not guarantee a refund.

Lost/Missing Orders

If you have not received any updates on your order after 15 days, please notify us via email. We will promptly investigate the issue to determine the cause of the delay. If we find that the order is lost due to our error, we will either dispatch a replacement or issue a full refund.

However, please keep in mind that we cannot assume responsibility if the order is undelivered due to an incorrect address or if the recipient refuses or forwards it. You will be refunded for the product only; the shipping charge will not be refunded.