1. General Refund Policy
This policy, together with our Return Policy and Terms of Service, constitutes the complete purchase agreement between you and us.
- All refund requests must be submitted through our official channel: support@trinmama.com.
- We reserve the right to make the final decision on all refund requests.
- We will only issue refunds to the original payment method used at checkout.
2. Order Cancellation Policy
Since all our products are custom-made on demand, order cancellations are subject to strict time limits:
- Cancellation before production: You may request a full refund within 24 hours of placing your order while the order status is "Pending Production".
- Cancellation during/after production: No order cancellations or refunds will be accepted once your order has entered the production process or has been produced, even if less than 24 hours have passed.
- Cancellation after shipping: No cancellation requests will be accepted once the order has been shipped.
Important Notice: Once production begins on any custom product, we cannot change your design, modify your shipping address, or cancel your order. Please double-check all information carefully before submitting your order.
3. Custom Product Refund Rules
All custom products featuring personalized content (names, images, text, designs, etc.) are not eligible for returns or refunds for any reason other than manufacturing defects or our error. This is a standard industry practice for POD businesses and is officially recognized by Google.
We will only provide refunds or free reprints for custom products in the following circumstances:
- The product has a clear manufacturing defect (e.g., printing error, significant color discrepancy, material damage)
- We shipped the wrong product (e.g., incorrect size, color, or design)
- The product was severely damaged during shipping
4. Standard Non-Custom Product Refund Rules
For the limited number of non-custom standard products we offer, you are entitled to the following refund rights:
- US orders: 30-day no-questions-asked return window from the date of delivery
- EU/EEA orders: 14-day cooling-off period from the date of delivery (in compliance with the EU Consumer Rights Directive)
- Rest of World orders: 14-day no-questions-asked return window from the date of delivery
Products eligible for no-questions-asked returns must meet the following conditions:
- Unused, undamaged, and in their original packaging
- All tags and labels intact
- In resalable condition
5. Damaged / Defective / Incorrect Order Process
If you receive a damaged, defective, or incorrect product, please follow this process:
Submit your request: Send an email to support@trinmama.com within 7 days of delivery.
Provide evidence: Your email must include:
- Your order number
- Clear photos of the problematic product (at least 3 photos showing the issue clearly)
- Photos of the outer shipping box (if there is shipping damage)
Resolution options: We will review your request within 24 hours and offer you the following two options:
- Free reprint/replacement: We will reproduce and ship a brand new product to you at no cost
- Full refund: We will issue a complete refund including the original shipping costs
POD Special Handling: For low-value small items such as mugs, flags, and stickers, you do not need to return the original product. We will process your reprint or refund immediately after approval. For larger items (e.g., blankets, canvas prints), we may require you to return the original product and will provide a prepaid return label.
6. Refund Methods and Processing Times
All refunds will be issued to the original payment method used at checkout:
- Credit / Debit Card: Refund processed back to your card. May take 5–10 business days to appear on your statement, depending on your bank.
- PayPal: Refund sent to your PayPal account. Typically appears within 3–5 business days.
- Other methods: Processed within 7–10 business days. You'll receive a confirmation email once the refund is issued.
Detailed Process:
- We receive and review your refund request: Within 24 hours
- If return is required, we receive and inspect the returned item: 1–2 business days
- We initiate the refund: Within 1 business day
- Payment provider processes the refund: 5–10 business days
If you have not received your refund within 15 business days after we initiated it, please first contact your bank or payment provider, then reach out to us.
7. Partial Refund Rules
We may issue partial refunds in the following situations:
- The product is returned used or damaged beyond normal inspection handling
- The product is missing original packaging, tags, or accessories
- Only part of an order is returned
- Free gift items included with the order are not returned
- The product has minor imperfections that do not affect normal use
- You request cancellation after production has started (we will deduct the incurred production and material costs)
8. Shipping Refund Rules
Original shipping costs: Will only be refunded if the return is due to our error (product defect, wrong item shipped).
Return shipping costs:
- US: We provide prepaid return labels for returns due to our error; customer is responsible for return shipping costs for no-questions-asked returns.
- EU/EEA: We provide prepaid return labels for returns due to our error; customer is responsible for return shipping costs for no-questions-asked returns.
- Rest of World: Customer is responsible for all international return shipping costs unless the return is due to our error.
Duties and taxes: All import duties, VAT, and other taxes for international orders are non-refundable.
9. Coupon and Discount Refund Rules
- If you used a coupon or discount code for your purchase, the refund amount will be the actual amount you paid.
- Used coupons or discount codes will not be reissued.
- For partial refunds, we will calculate the discount proportionally and deduct it from the refund amount.
- Free shipping offers expire automatically when an order is refunded.
10. Gift Cards and Gift Orders Refund Rules
- Orders paid with gift cards will be refunded to the original gift card account.
- Refunds for gift orders will be issued to the original purchaser, not the gift recipient.
- We do not offer cash refunds for gift cards.
11. Special Notes for International Orders
- EU/EEA Customers: You have a 14-day cooling-off period, but this right does not apply to custom-made products.
- UK Customers: You have a 14-day cooling-off period, but this right does not apply to custom-made products.
- Australian Customers: You are entitled to consumer rights under the Australian Consumer Law.
- Canadian Customers: You are entitled to consumer rights under Canadian consumer protection laws.
- All international refunds will be processed in US dollars at the exchange rate prevailing on the date of refund. We are not responsible for any losses due to exchange rate fluctuations.
12. Refund Exceptions
We do not accept refund requests in the following circumstances:
- No-questions-asked returns for custom products
- Damage/defect requests submitted more than 7 days after delivery
- Issues caused by incorrect custom content provided by the customer (e.g., spelling errors, blurry images)
- Product damage caused by the customer's own misuse or negligence
- Requests submitted after the applicable refund time limit
- Any products not purchased from our official website
- Order issues caused by force majeure (e.g., natural disasters, war, customs delays)
13. Contact Us
If you have any questions about this Refund Policy or need to request a refund, please contact us at:
- Email: support@trinmama.com
- Business Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC-5)
- Response Time: We will reply to all emails received during business hours within 24 hours.