Refund policy

Refund and Return Policy for MySisterIsASurvivor.com

At MySisterIsASurvivor.com, we are fully committed to ensuring your complete satisfaction with every order. If you encounter any issues with your purchase, or if you have any concerns, please do not hesitate to reach out to our dedicated customer service team at CustomerService@MySisterIsASurvivor.com.

  1. Defective/Damaged Orders

1.1 Time Limit If you experience any problems with your order, please contact us within 30 days from the date of delivery to be eligible for a replacement or refund. Unfortunately, we cannot process requests beyond this timeframe.

1.2 Eligibility Since each item at MySisterIsASurvivor.com is meticulously custom-made and printed specifically for you, our return policy allows for returns or full refunds in the case of significant issues with the received item. You are eligible for returns or full refunds in the following scenarios:

  • The item significantly deviates from the description or the preview you were shown.
  • The item is damaged due to issues within our production process or during shipping.
  • You receive an item that is different from what you ordered.

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.

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 Support@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.

  1. 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.

  1. Replacement/Refund Process As our products are made to order, we do not accept returns. You have the option to donate, retain, or dispose of any unwanted items as you see fit. If you require a replacement, the timeline will adhere to the standard order process.

For refunds, you will receive confirmation once the process is finalized. Please allow approximately 5-10 days for the refund to be credited back to your account, depending on your bank's processing time.

Please be advised that by placing an order, you acknowledge and agree to all the terms outlined above. Your satisfaction is of paramount importance to us at MySisterIsASurvivor.com, and we are here to assist you in every way possible.