Refunds & Returns Policy
We print custom products made from your photos. Because each order is unique, returns are limited. If we make a mistake (print error, wrong size/quantity/image) or your order arrives damaged, we will replace or refund in full—your choice. This long-form policy covers every detail.
We’ll Refund/Replace If
- Printing/production error by us (color, crop, alignment) proven by photos.
- Wrong size, quantity, or wrong image printed due to our workflow.
- Damaged in transit (provide photos of packaging & product).
- Lost in transit after carrier investigation or tracking inactivity.
Not Eligible
- Change of mind or subjective preference after production.
- Low-resolution, dark, or incorrect photo supplied by customer.
- Normal wear & tear, misuse, or post-delivery storage damage.
- Non-defective customized items (unless our error/damage/loss).
1) Scope & Definitions Read time: long
This policy governs returns, refunds, replacements, and related remedies for orders placed on snapandsmile.shop and any official sales channels operated by Snap & Smile (“we”, “us”, “our”).
Key Definitions
- Customized Item: A product produced with your unique photo(s), text, layout, or specifications.
- Defect: A manufacturing or printing error caused by our process, not by the supplied file.
- Damage in Transit: Physical harm to the item/packaging occurring during carrier shipping.
- Lost in Transit: Package not delivered within carrier’s service standards and confirmed by carrier.
- Evidence: Clear photos/videos of the product, packaging, and shipping label used to assess claims.
- Business Days: Monday–Friday, excluding U.S. public holidays.
This section intentionally uses precise terminology to avoid ambiguity in downstream sections.
2) Core Principles
- Fairness: Custom items are made-to-order; we cannot resell them. Returns are limited.
- Our Accountability: If we make a mistake, we will fix it—replacement or refund.
- Evidence-Based: Photo/video proof ensures speedy resolution and anti-fraud protection.
- Clarity: Timelines and steps below keep things predictable.
3) Eligibility Matrix
Quick Matrix
- Our error → Eligible for replacement or refund.
- Carrier damage/loss → Eligible (after evidence/investigation).
- Customer-provided file issue (low-res, wrong photo) → Not eligible.
- Change of mind → Not eligible for customized items.
Examples (Non-Exhaustive)
- Colors wildly off from file due to miscalibrated printer → Eligible.
- Wrong magnet size printed vs. order confirmation → Eligible.
- Photo uploaded at 300×300px causing blur → Not eligible.
- Didn’t like the pose after seeing print → Not eligible.
4) Exclusions
- Customized items without defects (except our mistake or transit issues).
- Damage arising from storage conditions after delivery (heat, moisture, magnets stuck to hot surfaces).
- Normal wear & tear from regular use.
- Color variance within reasonable industry tolerance.
- Orders approved despite our “low-resolution” advisory to proceed.
We strive to flag low-quality uploads proactively, but responsibility for supplied content rests with the customer unless our production deviated from the approved file.
5) Time Windows
- Report issues within 7 days of marked delivery (per tracking).
- Lost-in-transit: notify us if no movement for 10 business days (domestic) unless carrier shows delivery.
- Cancellation window: request within 1 hour of order placement (see §10).
Late reports reduce our ability to investigate with carriers and may limit remedies.
6) How to File a Claim
- Email info@snapandsmile.shop with subject:
Order #12345 — Issue. - Include order number, description, and clear photos:
- Front & back of product
- Close-up of the issue (focus, good lighting)
- Outer packaging & shipping label
- We assess within 1–2 business days. If eligible, choose Replacement or Refund.
- If a return is needed, we’ll issue an RMA and a prepaid label (our-error/damage only).
Packaging for Returns (if requested)
Use original packaging if possible, or equivalent protective materials. Items returned without adequate protection that further damages the product may affect eligibility.
7) Shipping, Damage & Loss
Risk of damage or loss during shipment is covered by us for claims properly documented within the stated windows.
Damage
- Provide photos of product, inner wrap (if any), box, and label.
- Do not discard packaging until claim resolves.
Loss
- We may file a carrier trace. If confirmed lost, we replace or refund.
- Packages marked “delivered”: check with household, neighbors, and local post office; then contact us.
Undeliverable/Refused packages may be returned to sender by the carrier; custom items re-shipped may incur additional postage at cost unless the issue was carrier error or our error.
8) Refund Method & Timelines
- Refunds are issued to the original payment method (no exceptions).
- Once processed by us, banks/cards typically post within 3–10 business days.
- Where legally required, additional consumer rights may apply without limitation.
Partial Refunds?
For eligible cases involving partial defects across multi-item orders, we may offer a proportional refund or reprint only the affected item(s).
9) Replacements & Reprints
Replacements mirror original specifications unless you request and we approve a change. Replacement production timelines are comparable to original timelines, with priority where feasible.
- Replacements ship at no cost when the issue is our error or carrier damage/loss.
- We may request the defective item’s return or ask you to dispose/recycle locally.
10) Order Changes & Cancellations
- Within 1 hour: Email us immediately for best chance of cancellation or edits (photo swap, size change).
- After production starts, cancellation is not guaranteed for custom items.
- If we cannot cancel and you no longer want it, it will be treated as a custom item (not eligible), unless we made an error.
11) Chargebacks
If a dispute is filed with your bank, we will provide documentation (order records, proofs, correspondence, photos, tracking). We encourage contacting us first—we usually solve issues faster with a replacement or refund when appropriate.
12) Bundles, Discounts & Gifts
- Refunds for eligible items reflect the price actually paid after discounts.
- Free gifts are not refundable or redeemable for cash.
- Buy-more-save bundles: if one item in a bundle is eligible, we calculate a proportional refund or reprint.
13) Digital Files
If we provide any digital proof or downloadable content, it is non-refundable once delivered unless a demonstrable defect attributable to us prevents access or use.
14) Legal Framework
Governing Law & Venue
This policy and any disputes are governed by applicable U.S. and state laws where we operate, without regard to conflict-of-law principles.
Limitation of Liability
To the maximum extent permitted by law, our liability related to an order is limited to the amount you paid for that order.
Severability & Non-Waiver
If any clause is found unenforceable, the remainder remains in effect. Our failure to enforce a right is not a waiver of future enforcement.
Force Majeure
We are not liable for delays or failures caused by events beyond our reasonable control (e.g., natural disasters, strikes, carrier outages).
15) Updates to This Policy
We may update this policy from time to time. Changes take effect when posted on this page with an updated “Last Updated” date below.
Last Updated:
16) Contact
Questions? We’re happy to help.
- Email: info@snapandsmile.shop
- Website: snapandsmile.shop
- Please include your order number in all correspondence.
Summary (non-binding): Custom items aren’t returnable. If we make any mistake—or the carrier damages/loses your package—we’ll replace or refund. The full text above controls.