Find out how refunds and returns on your Shopify sales should be handled.
When it comes to sales through your Shopify store, you are the trader.
The print sale transaction is between you (the seller) and the customer. We act as the print fulfiller, meaning that there is a separate transaction between you (the seller) and us for the production costs.
Learn more about these separate transaction processes here.
Refunds, other than for defected prints (see below) are at your discretion as the trader and your own returns policy.
For example, if a customer requests a refund for a reason such as they have changed their mind and do not want the print anymore, then choosing to refund them is entirely at your discretion.
We recommend allowing refunds within a reasonable time period, and this should be clearly stated in your returns policy. If you need to process a refund, prints should be returned to your address and once received, you would issue them a refund from your Shopify account.
The production costs and shipping charges that you are charged by creativehub on this sale will not be refunded to you as this was a separate transaction covering the print fulfilment costs.
If an order is damaged or defective
If a print is damaged, or the order is in some way defective, we will send a replacement print free of charge and cover the delivery costs of the replacement.
If the customer goes on to request a refund at this point instead of a replacement, we will honour this. Once the print has been received and inspected at our studio, we will email you with confirmation of the refund of the production costs to you. We also request that you refund the customer for the cost of the sale.