Refund policy

Returns & Refunds

Every PrintedSoul item is printed on demand, individually for you, after you place your order. Because nothing is pre-made or restocked, our policy focuses on making things right when an item arrives wrong.

What we always replace or refund

You are covered for a free replacement or a full refund if your order arrives:

Misprinted, blurry, off-centre, or the wrong colour
Damaged in transit or defective (holes, broken stitching, cracked print)
As the wrong item, wrong size, or wrong design from what you ordered
Not at all — lost or confirmed undeliverable by the carrier

Contact us within 30 days of delivery at hi@ciuslabs.com with your order number and clear photos of the item and the shipping label. We will send a replacement or issue a refund. You do not need to ship the faulty item back to us unless we ask.

Change of mind, wrong size, or wrong address

Because each piece is made to order, we cannot resell returned items, so we do not accept change-of-mind returns. Please check our size guide before ordering — we are glad to help you choose if you write to us first.

If a parcel is returned to us because the address was incomplete or nobody collected it, we will re-ship it once you cover the reshipping cost. If you prefer a refund instead, we will refund the item price minus the original shipping.

Cancellations and changes

Orders can be cancelled or edited free of charge within 12 hours of purchase, as long as production has not started. Email us as soon as possible and we will do our best.

How refunds are issued

Approved refunds go back to your original payment method within 5–10 business days of approval. Depending on your bank or card issuer, it can take another billing cycle to appear on your statement. Original shipping charges are refunded only when the fault was ours.

Non-returnable items

Gift cards
Digital downloads
Items personalised with your own name, photo, or text (unless they arrive defective or misprinted)
Items reported more than 30 days after delivery