Refund & Return Policy
Effective Date: May 2, 2026
Last Updated: May 12, 2026
1. Overview
At Panda Prints LLC, we stand behind the quality of our work. Because most of our products are custom-made to your specifications, our return and refund policy differs from standard retail. Please read this policy carefully before placing your order. By placing an order with Panda Prints LLC, you acknowledge that you have read, understood, and agreed to this policy in its entirety.
2. Custom and Personalized Products
All custom and personalized orders are final sale and are not eligible for return or refund, except in cases of a production error or defect on our part (see Section 5).
Custom orders include but are not limited to:
- Custom embroidered apparel, hats, bags, and accessories
- DTF printed apparel
- Laser engraved items
- Sublimated products
- Custom signage, banners, decals, and vehicle wraps
- Any item produced using artwork, logos, or specifications provided by the customer
By approving a digital or physical mockup prior to production, you confirm that the design, spelling, sizing, and layout are correct. Orders that match the approved proof are not eligible for return or refund on the basis of personal preference.
3. Proof Approval Process
For all custom orders, Panda Prints LLC will provide a digital or physical proof for your review before production begins. Production does not start until your explicit approval is received.
When reviewing your proof, you are responsible for verifying:
- Spelling, names, numbers, and all text
- Design placement, sizing, and orientation
- Color selections and thread colors
- Overall layout and accuracy of the design
Deemed Approval: If we do not receive a response to a proof within 5 business days of delivery, the order will be considered approved and will proceed to production as submitted. Panda Prints LLC is not responsible for errors in orders that were approved — explicitly or by non-response — and entered production.
Once a proof is approved and production has begun, changes cannot be made. All change requests must be submitted in writing via email to info@pandaprintworks.com before approval. Verbal change requests are not binding on Panda Prints LLC.
4. Eligible Returns (Non-Customized Items)
Non-customized, ready-made items may be returned under the following conditions:
- Return must be initiated within 30 days of the delivery date
- Item must be unused, unworn, and in its original packaging
- Customer is responsible for return shipping costs
- A 20% restocking fee will be deducted from the refund amount
To initiate a return, contact us at info@pandaprintworks.com before sending any items back. Returns sent without prior written authorization will not be accepted. Unauthorized returns will be returned to sender at the customer’s expense. If an unauthorized return is unclaimed or undeliverable within 14 days of our return attempt, Panda Prints LLC reserves the right to dispose of the item without further obligation.
5. Order Cancellations
You may request to cancel your order within 24 hours of placing it. Cancellation requests must be submitted to info@pandaprintworks.com.
All approved cancellations are subject to a 5% cancellation fee to cover payment processing costs that are non-recoverable on our end. The remaining balance will be refunded to your original payment method.
An order is considered to have entered production once any of the following have occurred: materials or blank garments have been ordered, a digitization file has been created or commissioned, artwork preparation has begun, or any physical work on the order has started. Orders that have entered production cannot be cancelled regardless of whether the 24-hour window has passed.
6. Production Errors and Defects
If your order contains a production error or manufacturing defect, we will make it right. Our standard remedy is to reprint or reproduce the item at no cost to you.
For the purposes of this policy, a production error includes: embroidery that does not match approved thread colors, stitching that is visibly uneven or incomplete, printing that is significantly misaligned from the approved proof, or items with clear manufacturing defects. It does not include variations inherent to the production process (see Section 10) or issues resulting from customer-supplied artwork or approved proofs.
To qualify:
- The error must be on our part — not based on approved artwork, proofs, or customer-provided specifications
- You must notify us within 7 days of the delivery date
- You must provide photos documenting the defect or error
- The defective item must be returned to us before a replacement is issued
Replacements are for the same item and specification as originally ordered — not an upgrade or substitution. We reserve the right to assess each claim individually and determine the appropriate remedy at our sole discretion. In some cases we may issue a partial refund or store credit in place of a reprint, depending on the circumstances.
7. Satisfaction Guarantee
We are committed to exceeding your expectations. If you are not satisfied with your order, contact us and we will do our best to resolve the situation. Our satisfaction guarantee covers production quality and workmanship — it does not cover subjective design preferences or changes of mind after a proof has been approved.
Remedies may include a replacement product, store credit, or in certain circumstances a partial or full refund. All resolutions are at our sole discretion and based on the specifics of each situation. This satisfaction guarantee is a statement of our commitment to quality and does not constitute a contractual guarantee of any specific outcome.
8. Digitization Services
Digitization fees are non-refundable under all circumstances. This applies regardless of whether the order is cancelled, modified, or not placed after digitization is completed.
If you wish to use your digitization file with another provider, you may purchase the file outright for a one-time fee of $150. To inquire, contact us at info@pandaprintworks.com. All other intellectual property terms governing digitization files are set forth in our Terms of Service.
9. Artwork and File Submission
Panda Prints LLC is not responsible for print quality issues resulting from customer-supplied artwork that does not meet our file requirements. It is the customer’s responsibility to provide print-ready files at sufficient resolution and in the correct format. Vector files are preferred; raster images must be a minimum of 300 DPI at print size.
If you are unsure whether your file meets our requirements, contact us before placing your order and we will advise you. If a file quality issue is discovered after production has begun, we will notify you immediately. Any costs incurred up to that point are non-refundable. Final responsibility for submitted artwork remains with the customer.
10. Color Variation Disclaimer
Colors displayed on screen, in digital proofs, and in physical samples may vary from the finished product. Embroidery thread colors, DTF inks, sublimation dyes, and other print mediums all have inherent color variation that cannot be fully eliminated. Panda Prints LLC is not responsible for minor color differences between approved proofs and finished products, as these variations are a natural characteristic of the production process.
If exact color matching is critical to your order, please discuss Pantone or thread color matching with us before production begins.
11. Sizing and Fit
Garment sizing varies by brand, style, and manufacturer. Panda Prints LLC is not responsible for fit or sizing issues when the customer selected the size. We strongly recommend consulting the size chart provided for each product before ordering. Custom-decorated garments cannot be exchanged for a different size after production.
12. Order Accuracy
The customer is solely responsible for reviewing and approving all order details prior to production, including but not limited to spelling, names, numbers, sizing, color selections, and quantities. Once a proof or order is approved, errors in customer-submitted information are not the responsibility of Panda Prints LLC and do not qualify for a reprint or refund.
Please review all proofs carefully before approving. If you notice an error after approval, contact us immediately — we will do our best to accommodate changes if production has not yet begun, but we cannot guarantee changes can be made.
13. Customer-Supplied Items
All orders involving Customer-Supplied Items (garments, headwear, drinkware, or any other physical item provided by the Customer for decoration) are governed by our Customer-Supplied Items & Decoration Liability Policy. By placing an order that includes a Customer-Supplied Item and submitting payment, you accept the assumption of risk, release of liability, and limitation of liability set forth in that Policy. No refund or replacement will be issued for damage to Customer-Supplied Items resulting from the decoration process.
14. Rush Order Fees
Rush order fees are non-refundable once the order has been accepted and prioritized in our production queue, even if the order is subsequently cancelled within the standard cancellation window.
15. Damaged in Shipping
All shipping-damage claims are governed by our Shipping, Delivery & Claims Policy. In summary: contact us within 5 business days of the carrier-recorded delivery date with photographs of the exterior packaging, interior packaging, and damaged items, and retain all original packaging until the claim is resolved. See the Shipping Policy for the full claims procedure and documentation requirements.
16. Refunds
When a refund is approved, it will be issued to your original payment method. Please allow 5-10 business days for the refund to appear depending on your bank or card issuer.
Refunds for eligible returns will be issued minus the 20% restocking fee and any applicable return shipping costs.
17. Disputes and Chargebacks
By placing an order with Panda Prints LLC, you agree to contact us directly at info@pandaprintworks.com to resolve any issues before initiating a chargeback or payment dispute with your bank or card issuer. We take customer satisfaction seriously and will work in good faith to resolve legitimate concerns promptly.
Chargebacks filed without prior contact and a reasonable opportunity for resolution may be contested. Customers who file chargebacks in bad faith or in violation of this policy may be permanently prohibited from placing future orders with Panda Prints LLC.
18. Additional Terms
This Refund & Return Policy is part of and subject to our Terms of Service, which govern your overall use of our website and services. In the event of any conflict between this policy and the Terms of Service, the Terms of Service shall control.
19. Contact Us
For all return, refund, or cancellation requests:
Panda Prints LLC
Kennesaw, GA
Email: info@pandaprintworks.com
Phone: (954) 625-9374