Refund policy

Returns, Refunds & Replacements Policy

At SULVNS, our products are made to order, especially for you. Because each item is custom-printed on demand, our return and refund policy differs from that of traditional retail stores.

Please review the policy below before placing your order.

1. Returns and Exchanges

As our products are custom-made to order, we do not accept returns or exchanges for a change of mind, or incorrect size or colour selections.

Please carefully review the product description, sizing information, colour options, and order details before completing your purchase.

2. Damaged, Defective or Incorrect Items

We want you to be happy with your purchase. If your order arrives damaged, defective, or with a printing or manufacturing error, please contact us so we can investigate and arrange an appropriate resolution.

Eligible issues may include:

Products that arrive damaged.
Printing errors or defects.
Manufacturing mistakes affecting the product's quality or usability.

Depending on the circumstances, an eligible claim may qualify for a free replacement or a full refund.

To report an issue, please contact us within 14 calendar days of the delivery date.

Please include the following information in your message:

Your order number.
A clear description of the issue.
Clear photographs showing the damage, defect, or printing error.

If multiple products in your order are affected, please provide a single photo or video showing all affected items together, where possible.

You do not need to return a damaged or defective item unless we specifically instruct you otherwise.

3. Print Quality and Placement Variations

As our products are made using print-on-demand processes, minor variations in print placement may occasionally occur.

Print placement variations of less than 0.5 inches for direct-to-garment (DTG), direct-to-film (DTF), embroidery, and all-over-print (AOP) products are considered within normal production tolerances and do not qualify as defects on their own.

Minor variations that fall within these tolerances are not eligible for a refund or replacement on the basis of print placement alone.

4. How to Request a Refund or Replacement

If you believe your order has arrived damaged or defective, please contact us through customerservice@sulvns.com within 14 calendar days of delivery.

Our team will review your claim and may request additional information or photographs to help assess the issue.

Once your claim has been reviewed, we will let you know whether a refund or replacement is appropriate. Where a supplier-related production issue is confirmed, we will work to resolve it in accordance with the applicable supplier terms.

Please do not dispose of the affected item until your claim has been reviewed, in case further evidence is needed.

5. Order Cancellations and Changes

Because our products are custom-printed on demand, orders may enter production shortly after they are placed.

Please contact us as soon as possible if you need to request a change or cancellation. We cannot guarantee that changes or cancellations will be possible once production has begun.

6. Supplier Fulfilment

Our products are produced and fulfilled through third-party print-on-demand suppliers. While we establish our own customer-facing return policy, our ability to obtain a supplier-funded refund or replacement is subject to the supplier's applicable terms and claim requirements.

We will review reported issues fairly and work with you to find an appropriate resolution.