Refund policy

Return Policy

Effective Date: September 15, 2025
Last Updated: September 15, 2025

At Substratum 611, LLC, we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds.

Return Eligibility

14-Day Return Window

You have 14 calendar days from the date of delivery to initiate a return. Returns must be requested within this timeframe to be eligible for processing.

Geographic Restrictions

  • US Orders: Returns and refunds are available for all orders shipped within the United States
  • International Orders: All international purchases are final sale and non-refundable

Non-Refundable Items

The following items are not eligible for returns or refunds:

  • Bulk orders (orders exceeding standard quantity limits)
  • Customized products (personalized items, custom designs, or made-to-order products)
  • Final sale items (clearly marked during purchase)

Return Conditions

To be eligible for a return, items must:

  • Be in original, unworn, and unwashed condition
  • Have all original tags and packaging intact
  • Show no signs of wear, damage, or alteration
  • Be free from odors, stains, or pet hair

Return Process

1. Contact Us

Before returning any items, you must contact our customer service team to:

  • Obtain a Return Merchandise Authorization (RMA) number
  • Receive return shipping instructions
  • Confirm your return eligibility

Contact Information:

  • Email: shop.substratum611.com
  • Include your order number and reason for return

2. Package Your Return

  • Include the RMA number clearly visible on the package
  • Pack items securely in original or protective packaging
  • Include a copy of your order confirmation or receipt

3. Ship Your Return

  • You are responsible for return shipping costs (unless the return is due to our error or a defective product)
  • We recommend using a trackable shipping method
  • Items lost in return shipping are not our responsibility

Refund Processing

Processing Timeline

Once we receive your returned items, we will:

  1. Inspect the items within 2-3 business days
  2. Process approved refunds within 7-10 business days
  3. Send email confirmation once the refund is issued

Refund Method

  • Refunds will be issued to the original payment method used for the purchase
  • Credit card refunds may take 3-5 additional business days to appear on your statement
  • PayPal refunds typically appear within 24-48 hours

Non-Refundable Fees

The following fees are non-refundable unless the return is due to a defect or error on our part:

  • Original shipping costs
  • Handling fees
  • Return shipping costs (paid by customer)

Exchanges

Exchange Policy

We do not offer direct exchanges. To obtain a different size, color, or product:

  1. Return the original item following our return process
  2. Place a new order for the desired item
  3. This ensures faster processing and inventory accuracy

Size Exchanges

If you need a different size:

  • Follow the standard return process
  • Place a new order for the correct size
  • We recommend checking our size guides before ordering

Defective or Damaged Items

Our Responsibility

If you receive a defective or damaged item, or if we made an error in your order:

  • Contact us immediately upon receipt
  • We will provide a prepaid return label
  • Full refund including original shipping costs
  • Replacement item at no additional charge (if available)

Reporting Issues

Report defective or damaged items within 48 hours of delivery by:

  • Emailing us with photos of the issue
  • Including your order number
  • Describing the problem in detail

Quality Standards

Print Quality

We maintain high standards for all printed products. Minor variations in print placement, color saturation, or fabric texture are considered normal and not grounds for return unless significantly different from product images.

Manufacturing Partners

Our products are manufactured by trusted partners including Printify and Printful. Quality issues related to manufacturing defects are covered under our return policy.

International Orders

Final Sale Policy

All international orders are final sale due to:

  • Complex international shipping regulations
  • High return shipping costs
  • Customs and duty complications
  • Extended processing times

Quality Assurance

We take extra care in quality control for international orders to minimize issues, but returns are not available regardless of the reason.

Bulk and Custom Orders

Non-Refundable Policy

  • Bulk orders and customized products are non-refundable
  • These items are produced specifically for your order
  • Bulk quantities typically qualify as orders exceeding standard retail quantities

Quality Issues

If bulk or custom orders arrive with manufacturing defects, please contact us immediately. We will work with you on a case-by-case basis to resolve quality issues.

Frequently Asked Questions

Can I cancel my order?

Orders can only be cancelled if they haven't entered production. Contact us immediately if you need to cancel.

What if I ordered the wrong size?

Size mistakes are the customer's responsibility. Please refer to our size guides and follow the standard return process.

Do you offer store credit?

We do not offer store credit. All approved returns result in refunds to the original payment method.

Contact Us

For questions about returns, refunds, or this policy:

Email: Shop.Substratum611.com
Website: shop.substratum611.com

Please include:

  • Your order number
  • Detailed description of your concern
  • Photos (if applicable)

This Return Policy is part of our Terms of Service. By making a purchase, you agree to these return terms and conditions.