Refund policy
Overview
Every item we sell is made to order with your design, so we can't accept returns or exchanges for change of mind, wrong size or a new design idea. If we make a mistake, or the item arrives defective, we will reprint it or refund you.
This policy covers all orders placed with Inkas Promo (Inka's Screen Printing LLC) through www.inkaspromo.com, our quotes and invoices, and our online group and fundraiser stores.
Proof approval
Your approved proof is the final word on your order. Before you click Approve, please check:
- Spelling, names, dates and numbers
- Garment style, color and fit (unisex vs. women's)
- Sizes and quantities
- Ink or thread colors, print size and placement
- Shipping address
We produce exactly what the approved proof shows. Errors that appear on an approved proof are not eligible for a free reprint or refund. Colors on screen can look slightly different from printed ink, and digital prints may vary slightly from earlier screen-printed versions.
Cancellations and changes
You can cancel or change your order for free until you approve the proof and pay. After that, what we can do depends on how far along your order is.
|
Order stage |
Cancel or change? |
|---|---|
|
Quote or proof not yet approved |
Free. Change or cancel anytime. |
|
Approved, blanks not yet ordered |
Full refund, minus any design or art fees already completed. |
|
Blanks ordered, not yet in production |
Refund minus the cost of blanks, setup and art already completed. |
|
In production or shipped |
No cancellations or changes. |
You can update your shipping address within 7 business days of ordering, as long as the order has not shipped. Contact us as soon as possible with any change.
What we fix
If something is our fault, we make it right at no cost to you. This includes:
- Printing or embroidery that doesn't match your approved proof (wrong color, placement, size or spelling)
- Defective garments or products (holes, stains, flaws in the fabric or item)
- Wrong item, wrong garment color or wrong size compared with your approved order
- Missing items
We will reprint or replace the affected items as fast as we can. If a reprint can't meet your deadline or isn't possible, we will refund the affected items instead. We only replace or refund the items that are affected, not the whole order.
Not eligible for return or refund
- Errors that were on the approved proof (spelling, sizes, quantities, colors, placement)
- Wrong sizes ordered, or garments that don't fit as expected. Please check the size chart before you order.
- Change of mind, or a new design after production starts
- Slight color differences between your screen and the printed product
- Normal variations of up to about 1 inch in print placement, and minor variations common to hand-loaded decoration
- Damage from washing, drying or ironing that doesn't follow the care instructions
- Items that have been worn, washed or altered (except to show a defect)
- Small overages or shortages within normal industry tolerance on large promotional product orders
- Design, art, setup and rush fees once the work is done
How to report a problem
Contact us within 7 days of delivery. We can't accept claims after that, so please open and count your order as soon as it arrives.
- Email orders@inkaspromo.com, text (833) 465-2019, or leave a message in ASL through the link on our website.
- Include your order number, a short description of the problem, and how many items are affected.
- Send clear photos of the problem and of the shipping box and label.
- Keep all items, unworn and unwashed, until we confirm next steps. We may ask you to return some items, and we will send you a prepaid label if we do.
We will reply within 1–2 business days (Monday–Friday, 9 AM–5 PM Central).
Refunds
Approved refunds go back to your original payment method within 5–10 business days. Card refunds may take a few more days to show up, depending on your bank.
- Card payments: refunded to the same card.
- Check or PO payments: refunded by check to the billing address, or applied as a credit to your next order if you prefer.
- Reprints: we usually offer a reprint first. Reprints ship at no extra cost and follow our normal 7–10 business day turnaround.
- Shipping costs: original shipping is refunded only when the whole order is affected by our error.
- Online store and fundraiser orders: the same rules apply. Contact us directly, not the group that runs the store.
Shipping damage, lost packages and contact
If your package arrives damaged, take photos before you open it and contact us within 7 days of delivery. We will file the claim with the carrier and reprint or refund the damaged items.
If tracking shows delivered but you can't find your package, check with neighbors and your mailroom, then contact us within 7 days. We will open a trace with the carrier. We are not responsible for packages lost after the carrier confirms delivery to the address you gave us, or for orders sent to an incorrect address you provided.
We are an e-commerce business with no pickup location. Please don't mail items back without contacting us first.
Inkas Promo (Inka's Screen Printing LLC) Email: orders@inkaspromo.com Text or voice: (833) 465-2019 ASL: Leave a message in ASL through the link on our website Mail: 2028 East Ben White Blvd #240-3924, Austin, TX 78741 Hours: Monday–Friday, 9 AM–5 PM Central