Last Updated: November 16, 2025

Refund and Returns Policy

Our Commitment to Quality

At CTRL-ALT-DEFEAT.ca, we take pride in creating high-quality, custom-printed products made specifically for you. We want you to love your purchase, and we stand behind the quality of every item we produce.

Important: Understanding Our Print-on-Demand Model

All of our products are custom-made to order. This means:

✨ Each item is printed specifically for you after you place your order
🚫 We do not keep inventory or pre-made products
🎨 Products are personalized based on your selections
♻️ Items cannot be resold once printed

Because of this custom nature, our return policy is limited.

Return Policy Overview

✅ WE ACCEPT RETURNS FOR:

We will gladly accept returns and provide replacements or refunds for:

Damaged Products – Items damaged during shipping
Defective Products – Manufacturing defects or quality issues
Wrong Item Shipped – We sent you the incorrect product
Significant Product Discrepancy – Item significantly differs from the description

❌ WE DO NOT ACCEPT RETURNS FOR:

Due to the custom, made-to-order nature of our products, we cannot accept returns for:

❌ Change of mind or buyer’s remorse
❌ Ordered the wrong size – Please check the size charts before ordering
❌ Ordered wrong colour – Please review options carefully
❌ Ordered wrong product – Please verify your selection before checkout
❌ Don’t like the design – All designs are shown clearly in product images
❌ Don’t like the fit – Sizing information is provided on product pages
❌ Slight colour variations – Colours may vary slightly from screen displays
❌ Changed my mind about the purchase
❌ Found it cheaper elsewhere

All sales are final except in the cases listed above under “We Accept Returns For.”

Eligible Returns: Damaged or Defective Products

What Qualifies as Damaged or Defective?

Damaged Products:

Item broken during shipping
The package was crushed, causing product damage
Torn or ripped upon arrival
Stained or soiled during transit

Defective Products:

Printing errors (wrong design, misprinted)
Quality issues (peeling, fading, discoloration)
Manufacturing defects (seam issues, incorrect stitching)
Missing parts or components

Wrong Item:

Received a completely different product than ordered
Wrong size, colour, or design sent (our error, not yours)

How to Report Damaged or Defective Products

You must report issues within 7 days of delivery.

Contact us at: orders@CTRL-ALT-DEFEAT.ca

Include the following information:

✉️ Your order number
📸 Clear photos of the issue:
- Photo of the damaged/defective area
- Photo of the full product
- Photo of the product tag/label (if applicable)
- Photo of the packaging (if damaged during shipping)
📝 Detailed description of the problem
📧 Your contact information

Subject Line: “Return Request – Order #[YOUR ORDER NUMBER]”

What Happens Next?

Once we receive your return request:

Review (1-2 business days):
- We’ll review your photos and description
- We may ask for additional information or photos
Decision (1 business day):
- If approved, we’ll offer a replacement or refund
- If not approved, we’ll explain why
Resolution:
- Replacement: We’ll produce and ship a new item at no cost
- Refund: We’ll process a full refund to your original payment method

You do NOT need to return the defective item to us unless we specifically request it.

Refund Process

When Refunds Are Issued

Refunds are issued when:

The product is damaged or defective
We shipped the wrong item
We made an error
You prefer a refund instead of a replacement

What’s Included in Your Refund

You will receive a refund for:

✅ Product cost
✅ Original shipping cost (if the error was ours)
✅ Taxes paid

You will NOT receive a refund for:

❌ Shipping costs (if return is due to your error, such as ordering the wrong size)
❌ Customs or import duties (international orders)
❌ Reshipment fees
❌ Return shipping costs (if you were asked to return the item)

Refund Timeline

Processing Time:

We process approved refunds within 5-10 business days
You’ll receive an email confirmation when the refund is processed

Bank Processing Time:

Your refund will appear in your account within 5-10 business days after processing
The timeline depends on your bank or credit card company
Total refund time: approximately 10-20 business days

Refund Method:

Refunds are issued to your original payment method
Credit card refunds appear as a credit on your statement
PayPal refunds appear in your PayPal account

Exchange Policy

We Do Not Offer Direct Exchanges

Due to our print-on-demand model, we cannot exchange items for different sizes, colours, or designs.

If you need a different item:

Place a new order for the item you want
Contact us if the original item qualifies for return under our policy
Receive a refund for the original item (if eligible)

Exception: If we shipped the wrong item due to our error, we will send the correct item at no charge.

Size Exchanges

We cannot exchange items ordered in the wrong size.

Before ordering, please:

📏 Check our size charts carefully
📐 Measure yourself according to our size guide
📧 Contact us if you have sizing questions
🤔 When in doubt, consider ordering a size up

Our size charts are located:

On each product page
In the “Size Guide” tab
In our “Size Chart” page (link in footer)

Colour and Appearance

Colour Variations

Please note: Colors may appear differently due to:

🖥️ Screen settings – Every monitor displays colours differently
📱 Device differences – Mobile vs. desktop displays
🎨 Printing process – Digital printing has natural colour variations
💡 Lighting – Product photos are taken under specific lighting

We cannot accept returns due to slight colour variations from what you saw on your screen.

What We Consider Acceptable

Minor colour tone differences
Slight variations in shade or saturation
Natural printing variations

What We Consider Defective

Completely wrong colours
Severe discoloration
Faded or washed-out printing
Colours are significantly different from the product description

If you receive a product with significant colour issues, please contact us with photos.

Order Cancellation Policy

Before Production

You may request to cancel your order BEFORE production begins.

Production typically starts within 1-2 hours of order placement
Contact us immediately at [your email] to request cancellation
Include your order number and reason for cancellation
If production hasn’t started: Full refund issued
If production has started, the Order cannot be cancelled

After Production

Orders cannot be cancelled once production has begun.

Once your item is being printed:

The process cannot be stopped
The item is custom-made for you
Cancellation is not possible
The order will be completed and shipped

Important: Please review your order carefully before completing your purchase, as you may not be able to cancel it.

Quality Control

Our Quality Promise

Every product goes through our 3-step quality control process:

Pre-Production Check:
- Verify order details
- Confirm design and specifications
During Production:
- Monitor printing quality
- Check for defects
Post-Production Inspection:
- Final quality check
- Verify product meets standards
- Check packaging

Despite our best efforts, occasional issues may occur. If they do, we’ll make it right.

What If My Item Has a Minor Flaw?

For minor, cosmetic imperfections that don’t affect the product’s function or appearance:

These are sometimes unavoidable in print-on-demand production
We may offer a partial refund or discount on a future order
Contact us and we’ll work with you to find a fair resolution

Special Circumstances

Lost Packages

If tracking shows your package is lost:

Contact us immediately
We’ll investigate with the carrier
We may send a replacement or issue a refund

If tracking shows “delivered” but you didn’t receive it:

Check with household members, neighbours, and building management
Contact the carrier directly
We cannot be held responsible for packages marked as “delivered”

Damaged Packaging

If the shipping box is damaged but the product is fine:

You do not need to report this
Keep the product and enjoy it

If the shipping box is damaged AND the product is damaged:

Follow our return process for damaged products
Include photos of both the box and the product

Multiple Items – Some Defective

If you ordered multiple items and only some are defective:

We’ll replace or refund only the defective items
You keep the items that are in good condition
No need to return non-defective items

International Returns

Additional Considerations for International Customers

Customs Duties:

If you paid customs duties on the original shipment, we cannot refund these
Replacement items may also incur customs duties
You are responsible for customs fees on replacement shipments

Return Shipping (if required):

International return shipping can be expensive
We typically do NOT require international customers to return defective items
We may ask for photos and the destruction of the item instead

Refunds:

Issued in the original currency of purchase
Currency conversion rates at the time of refund may differ from purchase

Your Rights

Consumer Protection Laws

Your rights under applicable consumer protection laws are not affected by this policy. Depending on your location, you may have additional rights under:

Canada:

Provincial consumer protection acts
Federal consumer protection laws

European Union:

Right of withdrawal (14 days) – May not apply to custom-made goods
Consumer Rights Directive

United States:

State consumer protection laws
Federal Trade Commission regulations

Other Jurisdictions:

Check your local consumer protection laws

This policy does not remove or reduce your statutory rights.

How to Avoid Returns

Before You Order:

✅ Read product descriptions carefully
✅ Check size charts and measurements
✅ Review colour options thoroughly
✅ Look at all product images
✅ Read customer reviews (if available)
✅ Contact us with questions before ordering
✅ Double-check your selections at checkout
✅ Verify your shipping address

Understanding Custom Products:

🎨 Custom-printed items are made specifically for you
📏 Size charts are provided for accurate ordering
🖼️ Product mockups show what you’ll receive
💬 We’re here to answer questions before you order

Taking these steps will help ensure you’re happy with your purchase!

Contact Us

Questions About Returns or Refunds?

We’re here to help!

Email: [your email address]
Subject Line: “Return/Refund Inquiry – Order #[YOUR ORDER NUMBER]”

Response Time: 1-2 business days

When contacting us, please include:

Your order number
Your question or concern
Photos (if reporting a problem)
Your preferred resolution

Order Issues

If you have an issue with your order, please contact us as soon as possible. We want to resolve any problems quickly and fairly.

We’re committed to your satisfaction and will work with you to find the best solution.

Policy Updates

We may update this Return and Refund Policy from time to time. Changes will be posted on this page with an updated “Last Updated” date.

Continued use of our website after changes constitutes acceptance of the updated policy.

Last Reviewed: November 16, 2025

Summary

Quick Reference

Situation	Can I Return?	Solution
Ordered the wrong size	✅ Yes	Replacement or refund
Manufacturing defect	✅ Yes	Replacement or refund
Wrong item sent	✅ Yes	Correct item sent + refund if preferred
Don’t like the colour	❌ No	All sales final – check size charts first
Changed my mind	❌ No	All sales final – review before purchase
All sales final – colours shown in images	❌ No	All sales final – colors shown in images
Slight colour variation from the screen	❌ No	Natural variation – not defective

Important Reminders

💡 All products are custom-made – Please review carefully before ordering
💡 Check size charts – We cannot exchange the wrong sizes
💡 Report issues within 7 days – For damaged or defective products
💡 Keep photos and packaging – Needed for return claims
💡 Contact us with questions – Before ordering, if unsure

Thank you for understanding our Return and Refund Policy. We appreciate your business and are committed to providing you with quality products and excellent customer service.

Questions? Email us at orders@CTRL-ALT-DEFEAT.ca – we’re happy to help!