Our refund and returns policy lasts 30 days. Please try to discover any mistakes or flaws during that time. Most of the products we offer would need to be returned to Printful (The company that prints and ships them). For those products, Here is the Printful Returns policy provided to Wet Rock. It is not written directly for Wet Rock’s customers, but it shows what we know about returns to Printful. https://wetrock.com/WRGwp/refund_returns/printful-returns-policy/
Among many other details at that link, they say they have a 30 day policy and do not provide exchanges for what they call “customer remorse” (wrong size, unhappy with decision to buy, etc.) except in Brazil (for 7 days). I assume there are further instructions in the package they ship with each item or shipment that includes information about whether you need to make a claim or get authorization before returning the product. Following the instructions in your package would be crucial to getting a refund or exchange from Printful.
To be eligible for a return, your item must be unused and in the same condition that you received it. It may need to be in the original packaging, so please save that until you know for sure you are satisfied with your purchase.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we may require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer without authorization from Wet Rock.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your authorized return is received by Wet Rock and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at gardens@wetrock.com or on our Facebook group (https://www.facebook.com/groups/270634732336698/).
Sale items
Regular priced items are more likely to be refunded. Sale items may or may not be refundable at Wet Rock’s discretion.
Exchanges
We usually only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at gardens@wetrock.com and get authorization to send your item to the address you are provided in the authorization.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of your return.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we need to send any refund to the gift giver (and they will need to request the return).
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at gardens@wetrock.com or join this Facebook group https://www.facebook.com/groups/270634732336698/ for questions related to refunds and returns. We want you to be happy about your purchases here.