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Return & Refund Policy

At REX CUSTOM PRINTS LLC (“Company,” “we,” “us,” or “our”), we take pride in the quality of our custom-printed products and want you to be satisfied with your order. Because most of our products are made-to-order and personalized to your specifications, our return and refund options are different from those for standard, off-the-shelf retail items. Please read this policy carefully before placing your order.
By placing an order on www.rexcustomprints.com (our “Site”), you acknowledge and agree to the terms of this Return & Refund Policy.

On This Page

Custom & Personalized Products
Damaged, Defective, or Misprinted
Order Cancellations and Changes
Shipping Errors, Lost, or Delayed
How to Request a Return, Refund
Refunds
Order Cancellation, Return & Refund
Changes to This Policy
Contacting Us
Order Now

Custom & Personalized Products

Because the vast majority of our products are custom-manufactured to your specifications — including your artwork, logo, text, colors, sizing, and finishing — all sales of custom and personalized products are final, and we are unable to accept returns or exchanges for:
  • Buyer’s remorse or a change of mind after production has begun.
  • Errors in artwork, spelling, colors, sizing, or design elements that were approved by you in the proof.
  • Minor variations in color, texture, or material that are inherent to the printing and manufacturing process.
  • Products that were customized correctly according to the order details and proof you approved.
We strongly encourage you to carefully review your proof, artwork, and order details before approving production, as approval indicates your final sign-off on the design and specifications.

Damaged, Defective, or Misprinted Items

We stand behind the quality of our products. If your order arrives damaged, defective, or misprinted (i.e., it does not match the proof you approved), we will gladly correct the issue through a reprint, replacement, or refund, subject to the following:
  • You must notify us within [3–5] days of receiving your order.
  • You must provide your order number, a description of the issue, and clear photographs of the damaged, defective, or misprinted item(s) (including packaging, if damage occurred in transit).
Claims submitted without photographic evidence or after the notification window may not be eligible for a reprint, replacement, or refund. Once we review and approve your claim, we will offer one of the following remedies, at our discretion:
  • A free reprint or replacement of the affected item(s).
  • A partial or full refund to your original method of payment.
  • Store credit toward a future order.

Order Cancellations and Changes

Because production on custom orders often begins shortly after your proof is approved, cancellation and change requests are time-sensitive:
  • Before proof approval: You may cancel or modify your order for a full refund.
  • After proof approval / production has started: Orders generally cannot be canceled or modified, as materials and labor have already been committed. If production has not yet started, we will do our best to accommodate your request, though a cancellation or rush fee may apply.
  • Rush orders: We don’t undertake rush orders. We process orders from production to delivery in 6–8 business days.
To request a cancellation or change, contact us as soon as possible using the information in Contacting Us below, referencing your order number.

Shipping Errors, Lost, or Delayed Packages

  • If your order was shipped to the address provided at checkout but is lost, stolen, or significantly delayed by the carrier, please contact us so we can assist in filing a claim with the shipping carrier.
  • We are not responsible for orders delayed due to incorrect or incomplete shipping addresses provided by the customer, carrier delays outside our control, or failure to claim a package after delivery confirmation.
  • If we made an error in shipping (e.g., wrong item, wrong address on our end), we will correct the issue at no additional cost to you.

How to Request a Return, Refund, or Reprint

To initiate a claim for a damaged, defective, misprinted, or eligible non-custom item, please:

  • Contact us using the information in Contacting Us below within the applicable notification window.
  • Provide your order number, a description of the issue, and photographs where applicable.
  • Allow our team a reasonable time to review your claim and respond with next steps.
  • Do not send return items back to us without first contacting our team, as unauthorized returns may not be eligible for a refund or replacement.

Refunds

Once your claim is inspected and approved:

  • Approved refunds will be issued to your original method of payment within [5–10] business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
  • Shipping and handling charges are generally non-refundable, except where the return is due to our error or a confirmed defect.
  • If a refund is denied, we will explain the reason and, where applicable, offer alternative solutions such as a reprint or store credit.

Order Cancellation, Return & Refund Exceptions

The following are not eligible for return, refund, or reprint:
  • Custom orders correctly produced according to the approved proof.
  • Items damaged due to customer misuse, improper storage, or normal wear and tear after delivery.
  • Orders where the notification window for damage/defect claims has passed.
  • Clearance, final sale, or promotional items marked as non-returnable at the time of purchase.
  • Digital proofs, design services, or artwork files, once delivered.

Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our practices, products, or legal requirements. When we make material changes, we will revise the “Last Updated” date at the top of this page. Your continued use of the Site and placement of orders after changes are posted constitutes your acceptance of the revised policy.

Contacting Us

If you have any questions about these Terms and Conditions, please contact us:
REX CUSTOM PRINTS LLC
Attn: Customer Service
[Street Address]
[City, State, ZIP]
[Country]
Email: [email protected]
Phone: 306-307-6222
Contact Form: www.rexcustomprints.com/contact-us