BurgerPrints Help Center

Refund policy

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1. Refund conditionsRefund requests will be promptly recorded and processed on a case-by-case basis.

  • Refund of your purchase is permitted ONLY when the goods delivered fall under the following criteria:
    • The product received is damaged.
    • There are visible defects with the print.
    • The item received is the wrong size from the one ordered; when compared to the standard size chart published by BurgerPrints.
    • The item received is the wrong color or material from the one ordered.
    • The item has the wrong design from the one ordered.
    • The item is the wrong style from the one ordered (e.g long sleeve shirt instead of tee shirt).
    • Products received with poor print and/or finish quality which is visible to the naked eye.
    • The order was sent to a different address than the one provided.
  • In the event that the goods are in the production or shipping stage, you have the right to request a refund when the following criteria are met:
    • Printed Apparel and Mugs products (US to US): Tracking link does not update after 10 business days from payment date (EST); The order has not been delivered successfully after 17 Business days from payment date (EST). Applies to standard shipping lines.
    • Printed Apparel, Mugs, and Poster products (EU to EU): Tracking link does not update after 9 business days from the payment date (EST); Orders are not delivered after 17 business days from the payment date (EST). Applies to standard shipping lines.
    • All-Over-Print Apparel (EU to EU/US): Tracking link does not update after 12 business days from the payment date (EST); Orders are not delivered after 22 business days from payment date (EST). Applies to standard shippng lines.
    • All-Over-Print Apparel, Decoration, Accessories, Footwear (China to US): Tracking link does not update after 13 business days from the payment date (EST). Orders are not delivered after 30 business days from the payment date (EST). Applies to standard shipping lines.
    • Leather and Puzzle products (VN to US): Tracking link does not update after 9 business days from the payment date (EST). Orders are not delivered after 22 business days from the payment date (EST). Applies to standard shipping lines.
    • Posters (US to US): Tracking link does not update after 10 business days from the payment date (EST). Orders are not delivered after 20 business days from the payment date (EST). Applies to standard shipping lines.
    • International orders: Tracking link does not update after 15 business days from the payment date (EST). Orders are not delivered after 25 business days from the payment date (EST). Applies to standard shipping lines.
    • Shipment to AOPs/FPOs/AE/AO/AA/AP/islands, unincorporated territories (PR, VI, GU, MP, AS), HI, and AK: Tracking link does not update after 20 business days from the payment date ( EST). Orders are not delivered after 45 business days from the payment date (EST). Applies to standard shipping lines.
    • Other cases (lost in transit) announced by BurgerPrints after checking the order

*Note:

  • Refund policy applies to orders on BurgerPrints Fulfillment with standard orders – 01 order with 01 item. For orders with 02 items or more, processing time plus 01 business day.
  • This time frame does not apply to orders using Design Support Services; these orders need to verify relevant information before production or shipping (address, design files, …); customer requests to keep it at the post office, change to new delivery address; carrier has made full effort to deliver, but due to objective conditions, the delivery obligation cannot be fulfilled.
  • Tracking link does not update which means the tracking link is shown with the status: Shipping label created; USPS Awaiting Item; Pre-shipment info sent to USPS; Parcel created; Electronic shipment data received… after the listed time corresponding to each product since the order was paid (EST)

2. Refund conditions and procedures you are eligible for a refund under section 1, you must submit a refund request within 20 days of your order being delivered. After 20 days have lapsed, you agree that your rights to a refund are terminated. Please make your refund request via Email: sellers.burgerprints.com. Sellers are required to provide evidence related to the refund request, to prove that a request falls under refund criteria: shipping label, order ID, product photo, video (clearly capture errors related to wrong item/design, damaged, measured, size, etc…) with adequate lighting. The evidence you provide will help us track and fix those problems immediately, avoiding the risk to future orders. Refunds may be full or partial based on the extent of the error noted and interpreted by BurgerPrints. Decisions are made on a case-by-case basis. You will be refunded to your B-wallet Fulfillment account after receiving a response via Email.