Returns & Refund Policy

Returns & Refund Policy

At Sentrix Studio, we strive to deliver high-quality, custom-designed products that meet your expectations. However, we understand that sometimes issues may arise. This policy outlines our procedures for returns and refunds to ensure a smooth resolution.

1. Eligibility for Returns and Refunds

Due to the custom nature of our Print-on-Demand (POD) products, which feature our unique designs, we only offer returns and refunds in the following cases:

• Defective or Damaged Items: If the product arrives damaged, misprinted, or defective.

• Incorrect Item Received: If the item delivered does not match your order (e.g., wrong size, color, or design).

• Significant Delay: If your order has not arrived within the specified delivery window due to reasons within our control.

Note: We do not accept returns or provide refunds for products due to buyer errors such as:

• Incorrect size selection.

• Change of mind or no longer needing the item.

• Providing incorrect or incomplete shipping information.

• Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested)

2. Reporting an Issue

If you experience any issues with your order, please follow these steps:

1. Contact Us within 7 days of receiving the product. Provide the following information:

   • Order number

   • Description of the issue

   • Clear photos of the item showing the defect, damage, or error.

2. Email this information to support@sentrixstudio.com or use our contact form on Sentrixstudio.com

3. Resolution Options

After reviewing your claim, we may offer one of the following resolutions:

• Replacement: A new product will be printed and shipped to you at no additional cost.

• Refund: A full or partial refund will be issued to your original payment method.

We reserve the right to decide the most appropriate resolution based on the issue reported.

4. Returning Items

If your return is approved, please follow these steps to send the item back:

1. Pack the item securely in its original packaging (if possible).

2. Include a copy of your order confirmation or receipt in the package.

3. We will send the product return address to your email.

Note: Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.

5. Non-Returnable Items

The following items are not eligible for returns or refunds:

• Items that have been worn, washed, or altered after delivery.

• Products with minor printing inconsistencies that are within industry standards.

• Issues reported after the 7-day reporting window.

• Items returned due to change of mind, no longer needing the product, or incorrect shipping information provided by the customer.

6. Shipping Costs

• For defective or incorrect items: We cover the cost of shipping for replacements or returns.

• For other cases: Shipping costs are non-refundable.

7. Refund Processing Time

Once approved, refunds will be processed within 5-10 business days, depending on your payment provider.

8. Contact Us

If you have any questions about this policy or need further assistance, feel free to reach out to us at:

• Email: support@sentrixstudio.com

We appreciate your understanding and are committed to ensuring your satisfaction with every purchase!