Customer’s satisfaction is our most important thing, in this belief, we promise to replace or refund under the following situations:
A. Replace or Full Refund:
Ship wrong item/wrong size/wrong address(different from provided information)/damaged item(the damage can be seen clearly).
1.Wrong Garment: Receive a wrong garment brand.
2.Wrong Item: Received a wrong Product type.
If PODraw sent wrong parcels, customers are allowed to keep parcels at their own disposal.
Low printing quality and wrong position of printing.
1: Blurry Print: Edges of the print are out of focus, not distinct. Design details are fuzzy, distorted and do not represent the quality of the print file.
2: Design Placement Issue: Too Low/Too High/Right/Left/Wrong area/Crooked/Reversed: The placement of the printed design does not match the designed placement to the extent that it becomes noticeable by End Customer and the initial design is distorted. (See supplementary note①)
3: Peeling Print: Print coming off in pieces.
4: Scaling Issue: Design printed too large or too small, to the extent when it becomes noticeable to the End Customer and noticeably differs from the artwork.
The actual product is quite different from the announced size: the actual product is more than 1-3cm bigger or smaller than the announced size chart.
Sizing Issue: The size of the garment measured according to the standard instructions does not match the size chart of PODraw, which more than 1-3cm bigger or smaller.
The actual product is quite different from the announced color.
Colouring Issue: The printed colour differs from the colour used on the design to the extent where the outcome noticeably differs from the mockup. Mostly because the wrong colour code was chosen by Provider or due to wrong technical settings. (See supplementary note②)
Quality can not satisfy customer’s requirements.
1:Broken/Holes/Mechanical/Torn:Item arrived flawed due to Provider’s or Carrier’s act or omission. Including but not limited to: broken mugs; garments with holes or torn; items having mechanical issues, such as a poor functioning zipper or a non-functioning clock. (See supplementary note③)
2:Embroidery issues. Including but not limited to: wrong colour thread used on the whole design or parts of it; crooked; protruding or loose threads; missing parts of the design;wrong thread density.
3:Stains:Obvious Ink spots, smears or any other unknown stains on the garment or item that do not exist on the artwork and distort the design. (See supplementary note④)
4:Underbase Issue:White underbase visible either on the edges or on the print.
Logistics guarantee Under normal conditions
1. Parcel is lost during shipping.
2. Logistic is not updated for 30 days.
Note: Due to the long shipping time for orders in remote areas, some orders take 2-3 months to deliver, and the logistics guarantee does not apply to remote areas.
B. Full Refund + Compensation of 10% Product Price:
The product is out of stock
If customer place an order at PODraw, but the product is out of stock and we haven’t noticed customer in advance.
Any claims for misprinted/damaged/defective items must be submitted within 5 days after the product has been received. And the customer should provide shipping list. For packages damaged, all claims must be submitted no later than 48 hours after the delivered time. Claims deemed an error on our part are covered at our expense.
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However, as a product-customized company, PODraw is not resiponsible for the lost caused by some special circumstances and reasons. PODraw has the right not to assist in providing after-sale service, including but not limited to the following situations:
C. No Replace or Refund:
- Customer fill a wrong shipping address/size or color/design file
- All claims are submitted over two weeks after the product had been received.
- The color is not the same between mock up and design. (See supplementary note⑤)
- Damaged or deformed product— Product is damaged or deformed by customers
- Wrong or insufficient recipient information—The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers;
- Parcel unsigned issue— Under normal logistics conditions, Customers do not sign for parcel due to personal reasons.
- The logistics stagnation caused by political movement/natural disaster risk/military control/warfare and force majeure factors is not within the scope of responsibility.
- Because of shoes’ different material, and different monitors’ display color, the real object color will have deviation from the mock up provided by the customer.(See supplementary note⑥).
If you or your customers have an issue on the products or anything else on the order, please submit a problem report.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- The supply of goods that are made to the consumer’s specifications or are clearly personalized;
- Sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons.
Therefore PODraw reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Supplementary notes:
note ①
note ②
note ③
note ④
note ⑤ 
note ⑥
PODraw notification.
Best regards!
