Refund Policy
Last updated:
This Refund Policy covers the money: when Proud Vet Tee gives you a refund, how much comes back, where it goes and how quickly it arrives. The steps for physically sending an item back, or swapping a size, are on our Returns & Exchanges Policy page. The two pages work together, and the numbers are the same on both: you have 60 days from delivery to raise a problem or request a return, and once a refund is approved it reaches your original payment method within 7 calendar days.
Refunds in short
- Speed: money back on your original payment method within 7 calendar days of approval.
- Window: 60 days from delivery to request a refund, for every item.
- Full refund including shipping: misprints, damage, defects, wrong items, lost parcels, and orders cancelled before printing.
- Change of mind: item price refunded in full; you cover the postage to send it back.
- Fees: no restocking fee and no refund processing fee.
1. What "approved" means
The 7-day clock starts at approval, so it helps to know when that is. A refund is approved at one of these moments, whichever applies to your case:
- for a photo claim (misprint, damage, defect, wrong item), when we confirm the claim by email, which is normally within 1 business day of receiving your photos;
- for an item you send back, when it has arrived and been inspected, which takes up to 2 business days after delivery to us;
- for a cancellation, when we confirm in writing that the order was stopped before printing;
- for a lost parcel, when the carrier confirms the loss or after 5 business days of unresolved investigation.
On the day of approval we issue the refund and email you a confirmation. Banks and payment providers then pass the money back; within 7 calendar days of approval it should be visible on your statement. If it is not, write to us and we will send the transaction reference and chase the provider with you.
2. Situations that are refunded
2.1 A misprint, a defect or damage
This covers a print that does not match the design shown, personalization text that differs from what you typed, a smudged or cracked print, a garment with a hole or a faulty seam, embroidery that comes loose, and a mug or tumbler that arrives chipped or broken. Send your order number and photos of the problem and the shipping label. You receive the full item price plus any shipping you paid, or a free reprint if you prefer. Usually you keep or recycle the faulty item.
2.2 The wrong item, size or colour
If we sent a Large when you ordered a Medium, a navy hoodie instead of a black one, or someone else’s design entirely, send a photo that shows the item and its size label. We print the correct item and ship it free, or refund you in full. If we need the wrong item back, we provide a prepaid label.
2.3 A parcel that never arrives
If your parcel has not arrived 7 business days after the end of its estimated delivery range, or tracking shows it lost, tell us your order number. We open an investigation with the carrier. If the parcel is confirmed lost, or not found within 5 business days, we refund everything you paid for it, or reprint and resend it, whichever you choose. The timings are explained on our Shipping & Delivery page.
2.4 A change of mind, or a size that does not work
You may return any unworn, unwashed item within 60 days of delivery for a refund of its price, including personalized pieces. You pay the cost of posting it back to us. Because shipping to our four countries is free, there is normally no original shipping charge to refund; if you ever paid for a shipping upgrade, that charge is not refunded on a change-of-mind return.
2.5 You cancelled before printing started
If we confirm your cancellation before your order goes into production, you receive a full refund of everything you paid, including shipping and taxes. See Cancel or Change an Order for the time window.
2.6 We cancelled your order
Occasionally we must cancel an order, for example when a garment colour is discontinued by the blank supplier, a payment cannot be verified or the personalization text asks us to print something we cannot print (see section 7). We email you before cancelling and refund the full amount, which reaches you within 7 calendar days.
3. Refund amounts at a glance
| Situation | Item price | Shipping you paid | Return postage |
|---|---|---|---|
| Misprint, damage or defect | Full | Refunded | Not needed, or our prepaid label |
| Wrong item, size or colour sent | Full | Refunded | Our prepaid label if needed |
| Lost parcel | Full | Refunded | Not applicable |
| Change of mind (any item) | Full | Not refunded | Paid by you |
| Cancelled before printing | Full | Refunded | Not applicable |
| Cancelled by us | Full | Refunded | Not applicable |
4. Where the money goes
- Refunds go back to the payment method used for the order. We cannot send a refund to a different card, account or person.
- If you prefer, we can give store credit instead, usable on your next order straight away. Store credit is always your choice, never our default.
- For gifts, the refund goes to the person who paid. If the recipient returns the gift, the buyer receives the refund unless the buyer asks us to issue store credit to the recipient instead.
- Refunds are made in US dollars, the currency of the order. If your card is in Canadian, Australian or New Zealand dollars, your bank converts the amount at its own rate, so the figure on your statement can differ slightly from the original charge. That difference is set by your bank, not by us.
4a. A refund, step by step
| Step | Who acts | Typical time |
|---|---|---|
| You request a return or report a problem | You | Any time within 60 days of delivery |
| We reply with an authorization or approve your photos | Proud Vet Tee | Within 1 business day |
| You post the item back (only when we ask for it) | You | Within 14 days of authorization |
| We inspect the returned item | Proud Vet Tee | Within 2 business days of its arrival |
| Refund issued and confirmation emailed | Proud Vet Tee | Same business day as approval |
| Money visible on your original payment method | Your bank or payment provider | Within 7 calendar days of approval |
4b. How store credit works
If you choose store credit instead of a refund to your card, we issue it on the day of approval as a credit linked to your email address. It does not expire, it can be used on any design and any product type, and it can be split across several orders. You can change your mind and ask for the credit to be refunded to your original payment method instead, as long as none of it has been spent; that refund then arrives within 7 calendar days of your request. Store credit has no cash value outside the store and cannot be transferred to another person except as described for gifts in section 4.
5. Partial refunds
We only offer a partial refund when a change-of-mind return comes back worn, washed, stained, damaged after delivery or missing a part of a set. Before we issue anything, we email you a photo, the amount we can refund and the reason. If you would rather not accept a partial refund, we post the item back to you instead. We never make partial refunds on our own errors.
6. Refunds and discounts
If you used a discount code, the refund is the amount you actually paid for the item after the discount. If a code applied to the whole order and you return only part of it, the discount is shared across the items in proportion to their prices. Store credit that was used for an order is returned as store credit.
7. Personalization text we cannot print
We print names, years and short lines of tribute. We do not print text that impersonates an official body, claims a government endorsement, uses an official seal or insignia wording in a way that suggests affiliation, or contains hateful or threatening language. If personalization text falls into one of these categories, we contact you to agree a change. If we cannot agree on wording, we cancel that item and refund it in full within 7 calendar days.
8. Examples
8.1 Two shirts from a family order are the wrong size
You ordered six "proud family" tees, and two are too small. You return or exchange just those two within 60 days. For exchanges we print and ship the new sizes free once the originals arrive; for refunds you receive the price of those two tees within 7 calendar days of their inspection.
8.2 The years of service are printed in the wrong order
You typed "1968–1972" and the shirt reads "1972–1968". Send a photo. We approve the claim the same business day it is reviewed and either reprint it free or refund the full price, including any shipping you paid.
8.3 The parcel to Auckland stalled in transit
Tracking has not moved for 7 business days. You email us, we open a carrier investigation, and if the parcel is not found within 5 business days you choose a reprint or a full refund.
8.4 A tumbler arrives with a dented lid
You send a photo within the 60 days. Because the problem is ours, we send a new tumbler free of charge, or refund its full price if you prefer; nothing needs to be posted back.
8.5 A hoodie returned after being washed several times
A change-of-mind return arrives faded and with a small stain. We email photos and offer a partial refund that reflects the condition. You decline, so we post the hoodie back to you at no cost and no refund is made. If the hoodie had faded because of a print defect despite cold washing, that would have been our error and fully refunded.
9. Payment disputes and chargebacks
If something looks wrong with a charge, please write to us before opening a dispute with your bank. We can usually resolve the issue within a day or two, which is much faster than a card dispute. Contacting us first does not affect any right you have with your bank or payment provider, and you remain free to open a dispute at any time.
10. Your legal rights
This policy adds to your rights under consumer law and does not take any of them away. If the law where you live gives you a stronger or longer remedy, including the consumer guarantees under Australian and New Zealand law, that remedy applies.
11. Questions about a refund
Write to support@proudvettee.com or submit a ticket with your order number. We reply within 1 business day. Related pages: Returns & Exchanges, Payment Methods and our FAQs.