Last updated: 10 September 2025
At DownTownSounds, all products are made-to-order through our print-on-demand supplier. As such, we do not accept returns. Please read the policy below for details on replacements, refunds, and quality issues.
1. No Returns
Because our products are custom-made, we cannot accept returns or exchanges unless there is a defect, damage, or other issue covered by our supplier’s quality guarantee.
2. Reporting Issues
If there is a problem with your order (e.g., damaged, defective, or incorrect item), you must notify us within 30 days of receiving your order.
To report an issue, please contact us via our contact form, including your order number and clear photos of the problem.
3. Replacements and Refunds
In line with our supplier’s policy:
- Replacements: If the issue is validated, we will provide a complimentary replacement.
- Refunds: If a replacement is not feasible, a refund may be issued.
- Shipping Costs: Shipping costs are non-refundable.
4. Color and Print Variations
Please note that minor variations in color or print quality may occur due to the print process. Such variations are considered acceptable and are not grounds for a replacement or refund.
5. Lost or Returned Orders
- Lost in Transit: If your order is lost during shipping, you must notify us within 30 days of the estimated delivery date. A replacement will be arranged.
- Returned to Sender: If an order is returned due to an incorrect or incomplete address, unclaimed delivery, or rejection by the recipient, a new order will be required at your expense.
6. Legal Rights (EU Customers)
If you are located in the European Union, you have statutory rights under EU law, including a 2-year warranty for faulty goods. This policy does not affect your legal rights.
7. Contact
To report an issue or request a replacement/refund under this policy, please contact us through our contact form.
