Refund, Returns & Cancellation Policy

Refund, Returns & Cancellation Policy

At Project Hail Mary Merch, we value transparency and customer satisfaction. This policy explains how order cancellations, refunds, returns, and replacements are handled for our custom-printed products.

1. Order Cancellation Policy

Cancellation Window

• Orders may be cancelled within 12 hours of purchase, only if production has not yet started.
• Because our products are custom-printed on demand, orders move into production shortly after being placed.
• Once production begins, cancellations are no longer possible.

How to Request a Cancellation

To request a cancellation, contact us as soon as possible:

📧 [email protected]

Please include your order number in the email for faster assistance.

After the Cancellation Window

• If more than 12 hours have passed, or production has already started, the order cannot be cancelled.
• In such cases, the order will proceed to production and shipment.

Refunds for Cancelled Orders

If your cancellation request is approved:

• Refunds are issued to the original payment method
• Refunds are processed within 5 business days
• Banks or card providers may take additional time to reflect the refund

2. Refund & Returns Policy

Because our products are custom-printed on demand, returns and refunds are accepted only in specific situations.

Eligibility for Returns or Replacements
You may request a return or replacement if:

• The item arrives damaged
• The item received is incorrect
• There is a manufacturing defect

Requests must be submitted within 15 days of delivery, along with clear photos of the issue.

Non-Returnable & Non-Refundable Cases

Returns or refunds will not be accepted in the following situations:

• Incorrect size selected by the customer
• Change of mind after 12 hours of purchase
• Items returned without prior approval
• Sale or promotional items (unless damaged or incorrect)

📌 Customers are strongly advised to review the size chart before placing an order.

3. How to Request a Refund or Return

To initiate a refund, return, or replacement request, contact us at:

📧 [email protected]

Please include:

• Order number
• Description of the issue
• Clear photos (if applicable)

Our support team will review your request and respond within 24 business hours.

4. Refund Approval & Processing

Once approved:

• Refunds are processed within 5 business days
• Refunds are issued to the original payment method
• Bank processing times may vary

If a replacement is approved:

• A new item will be produced and shipped
• Tracking will be provided
• No additional cost will be charged

5. Return Shipping

• Return shipping instructions will be provided by our support team if required
• Customers should not send items back without confirmation
• Shipping costs are non-refundable, unless the return is due to our error

6. Late or Missing Refunds

If you have not received your refund:

• Check your bank or credit card statement
• Contact your bank or card provider
• If the issue persists, email us at [email protected]

7. Order Changes

• Requests to change order details (size, address, etc.) may be made within 12 hours of purchase, before production begins
• After this period, changes cannot be guaranteed

8. Business Information & Contact

Business Name:Project Hail Mary Merch
📧 Email: [email protected]

✅ Policy Summary

Orders can be cancelled within 12 hours before production starts.
Returns and refunds are accepted only for damaged, defective, or incorrect items within 15 days of delivery.