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RETURNS AND REFUNDS POLICY

​For purchased licensed artwork/s, there will be no refunds, credits, or returns once purchased artwork file/s are sent and/or received to the nominated email address. Please ensure all accuracy is taken upon purchase when entering all information such as, but not limited to, the email address you wish to receive the artwork file/s, as once the artwork file/s have been sent to the supplied email address, this cannot be undone and you will be ineligible for a refund or credit. Additional email addresses per purchase cannot be used to receive the artwork file/s once artwork file/s have been sent by Originals by Bronte Rose. If you are at all confused or concerned with our Returns and Refunds Policy, please contact Originals by Bronte Rose prior to purchasing any of our products so we may attempt to assist in your understanding. 

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While our designs are mostly created as digital art by Bronte Rose Bussenschutt (Originals by Bronte Rose), our physical products are manufactured and sent through a print-on-demand (POD) service, Printful. We advise that if you have an issue with your order, to please get in touch with Originals by Bronte Rose first, via email at bronteroseoriginals@outlook.com, so that we can attempt to resolve any product or shipping issues on your behalf, prior to you returning your item/s.

For your reference, we have outlined excerpts from Printful’s return policy below.

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IMPORTANT: Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. You must also provide clear photographic evidence of the misprint/damage/defect of your received product with your claim. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our print-on-demand service (Printful)’s part are covered at Printful’s expense. If the package was marked as delivered by the carrier, but you report that you have yet to receive it, Printful or Originals by Bronte Rose won’t cover the cost of re-shipping or refunding the order. There may be cases where the delivery was made, but the package was left in an unexpected location at your address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.” If you are unable to locate the package, and you have contacted the carrier and still cannot locate the package, you will need to place a new manual order to have it re-shipped. We are not yet able to assist with filing claims with shipping carriers.

If something arrives damaged, send a photo of the damaged goods to support@printful.com, then Printful will gladly send a replacement at no cost to you.

 

If you have ordered directly through our shop on Printful’s page, and you notice an issue on the products or anything else on the order, please submit a problem report. (https://help.printful.com/hc/en-us/articles/360014007620-how-do-i-report-a-problem-with-my-order-)

The return address is set by default to the Printful facility. When Printful receives a returned shipment, an automated email notification will be sent. Unclaimed returns get donated to charity after 4 weeks. If Printful's facility isn't used as the return address, you would become liable for any returned shipments you receive.

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Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to Printful’s facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

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Unclaimed - Shipments that go unclaimed are returned to Printful’s facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

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Printful and Originals by Bronte Rose do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

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Returned by Customer - Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at Originals by Bronte Rose’s discretion. Customers residing in Brazil and regretting a purchase must contact Printful’s Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

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The return address of your store is by default Printful's, and is based on where your package was fulfilled:

  • Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.

  • Packages sent out from our facility in Canada are returned to: 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.

  • Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.

  • Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.

  • Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).

  • Packages fulfilled by our partner facility in Japan are returned to: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.

  • Packages fulfilled by our partner facilities in Brazil are returned to: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias - RJ, Brasil (apparel orders & mugs); R. João Ferreira de Camargo, 714 - Jardim Mutinga. CEP 06460-060. Barueri - SP, Brasil (non-apparel orders).

Disclaimer: Return addresses listed above should be used only for product returns. All other types of correspondence (notices, letters, etc.) sent to Printful’s address will be returned to the sender, as Printful is not legally permitted to open correspondence that's not addressed to them. 

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Once a return package reaches Printful’s facility, we’ll notify you via email. Based on the reason for the return, Printful will decide what the next steps should be.

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Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore Printful reserves rights to refuse returns at its sole discretion.

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This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

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