Refund policy
Refund & Return Policy
Effective Date: April 28, 2026
Overview
All products sold through our storefront are made-to-order through a print-on-demand supplier. Because each item is custom-produced at the time of purchase, we are unable to accept returns or exchanges due to sizing, change of mind, or buyer's remorse. Please review all product details, sizing guides, and descriptions carefully before completing your purchase.
All Sales Are Final
Due to the custom, made-to-order nature of our products:
- We do not accept returns or offer exchanges for sizing issues, change of mind, or subjective dissatisfaction with colors, fit, or design.
- We do not accept returns on items that have been worn, washed, stained, damaged, or altered in any way.
- Items accurately printed according to the design provided that the customer decides are not what they intended or no longer want are not eligible for return or refund.
- Original shipping charges are non-refundable except in cases where the error is on our part.
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Tights, underwear, pajamas, swimsuits, socks, and masks (for hygiene reasons)
- Sample items
- Deliberately damaged items
- Items returned more than 7 days from the date of confirmed delivery
- Items delayed or lost due to incorrect shipping information (e.g., wrong address or phone number) provided at checkout
Defective or Misprinted Items
If your order arrives defective, misprinted, or damaged through no fault of your own, you may be eligible for a full refund to your original payment method.
To be eligible:
- You must contact us at team@false12.media within 7 days of the confirmed delivery date. Claims submitted after this window will not be accepted.
- You must provide your order number and clear photographic evidence of the defect or misprint.
- The item must be unused, unworn, and unwashed.
Refunds will not be issued for normal variation in print placement within industry-standard tolerances, or for issues resulting from incorrect size selection by the customer.
If approved, refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or card issuer may require additional processing time beyond this window.
Lost or Undelivered Packages
If your package appears to be lost in transit, you must submit a claim within 7 days of the estimated delivery date. Claims submitted after this period will not be accepted.
We are not responsible for orders lost or delayed due to incorrect shipping information provided at checkout. Please verify your details carefully before completing your purchase.
If your tracking shows delivered but you have not received your package, please first check with neighbors and your local carrier before contacting us.
Order Cancellation
Orders can only be cancelled and fully refunded while they are in "In Review" status — before production has begun. Once production starts, cancellations are no longer possible.
To request a cancellation, contact us immediately at team@false12.media. We cannot guarantee cancellation once an order has been submitted to our fulfillment partner.
Late Shipment Compensation
We aim to ship all orders within the following production windows:
- Small-volume orders: produced within 3–7 working days, shipped no later than the 8th working day from the date of payment.
- Bulk orders: produced within 7–15 working days, shipped no later than the 16th working day from the date of payment.
If your order has not received logistics or shipping confirmation by the end of the applicable deadline, you may be eligible for a partial refund of up to 10% of the original item price as compensation. This does not apply if the delay is caused by customer-side changes such as design modifications, additional requirements, or incorrect shipping information.
Return Shipping Costs
If a return is approved, the cost of return shipping is the responsibility of the customer. We do not provide freight-to-collect (FTC) service. Returns sent without prior written confirmation and return address instructions will not be accepted and may not be returned to the sender.
Chargebacks & Payment Disputes
We encourage all customers to contact us directly at team@false12.media before initiating a chargeback or payment dispute with their bank or card issuer. Most issues can be resolved quickly through direct communication, and we are committed to making things right when an error has occurred on our part.
Chargebacks filed for orders that do not qualify under this policy — including sizing issues, change of mind, or late claims — may be disputed by us with supporting documentation.
How to Submit a Claim
To request a refund or report an issue with your order, contact us at:
Email: team@false12.media
Please include your full name, order number, a description of the issue, and any supporting photos. We aim to respond to all inquiries within 3–5 business days.
Governing Law
This policy is governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law provisions. By purchasing from our storefront, you agree that any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of the State of Delaware.
This policy applies to all orders placed through our online storefront and reflects the fulfillment terms of our print-on-demand supplier. Annex Wave Inc. reserves the right to update this policy at any time without prior notice. Continued use of our storefront constitutes acceptance of the most current version of this policy.