Refund & Return Policy

Printhive products are made-to-order. We don't hold stock — every order is printed fresh just for you. This policy explains when returns and refunds are possible, and how to request one.

TL;DR

✅ Damaged or defective items: Full refund or replacement within 7 days of delivery.
✅ Wrong item shipped: Full refund or correct item, our cost.
❌ Custom/personalized items (Pet Tags, named figures, Ultra tier): Not refundable unless damaged/defective.
❌ Paint Your Own kits already opened: Not refundable.
⚠️ Change of mind: Returns possible within 7 days but you pay return shipping.

1. Eligibility for Returns

You CAN return if:

The item arrived damaged (cracked, broken parts, melted, etc.)
The item is defective (wrong shape, missing parts, paint kit ingredients missing)
We sent you the wrong item
The item is significantly different from its product page (color way off, size wrong)
You changed your mind (limited — see below)

You CANNOT return if:

The item is personalized for you — Pet Tags with custom info, Paint Your Own kits with custom names, Ultra tier figures from your photo
A Paint Your Own kit has been opened or paints have been used
More than 7 days have passed since delivery
The damage is from your use after delivery (broken while painting, dropped, etc.)
The product looks slightly different from photos due to monitor/lighting differences — small color variation is normal

2. How to Request a Return

The fastest way:

Sign into your account at printhive.org
Go to My Orders
Click the order in question (must be in "Shipped" or "Delivered" status)
Scroll down → click "Request a return"
Pick the items, reason, and upload photo evidence
Submit

Alternatively, WhatsApp us or email teamprinthive@gmail.comwithin 7 days of delivery. Always include:

Order number (e.g. PH-2026-0001)
Photos of the issue
What outcome you want (refund vs. replacement)

3. Our Review Process

After you submit a return request:

We review within 1-2 business days
You'll get a decision via email/WhatsApp
If approved: we'll provide instructions for sending the item back (if needed). For damaged items, we may waive the return shipment.
If rejected: we'll explain why

4. Return Shipping

Who pays for return shipping:

If the issue is our fault (damage, wrong item, defect): We pay. We'll either send a courier to pick up or reimburse your shipping cost.
If you changed your mind: You pay. Use any reliable courier (Bluedart, DTDC, India Post).
Always: Pack the item securely. Include a note with your order number.

5. Refunds

Once we receive the item (or accept the photo evidence for damaged items):

Refunds processed within 3-5 business days
Sent to the same UPI ID you paid from, unless you specify otherwise
Other methods available: bank transfer (please share details), store credit (10% bonus added!)

What gets refunded:

Full product cost for returned items
Shipping cost if the entire order is returned and it's our fault
NOT refunded: original shipping cost if only part of order is returned, or if return is your choice

6. Replacements

Instead of a refund, we're happy to send a replacement. Replacements:

Skip the production queue (we treat them as priority)
Ship within 3-5 business days
Are free if the original issue was our fault

7. Cancellations

You can cancel an order BEFORE production starts:

Awaiting Payment: Auto-cancelled after 24 hours if no payment
Verifying Payment: Email us, we can reverse the verification
Confirmed (just paid, not started): Email within 12 hours for full refund
In Production: Cancellation NOT possible — your items are being printed

8. Special Cases

Pet Tags

Pet tags are personalized with your pet's info. Once printed, they can't be returned for a refund unless damaged or defective on arrival.

BUT — since v2 tags use Firebase-linked QR codes, you can edit the info anytimeif your phone number or address changes. The physical tag stays useful forever.

Paint Your Own Kits

These come with paints, brushes, and an unpainted figure. If the package arrives sealed but you've opened it, the contents (paints, brushes) are NOT returnable. The figure can be returned only if it's damaged or defective.

If you accidentally damage the figure while painting, that's on you — but reach out anyway, we may be able to offer a discount on a replacement figure.

Corporate Bulk Orders

For orders of 25+ units, returns are handled case-by-case. Reach out via email for a faster resolution.

9. Delayed Orders

If your order hasn't arrived within 15 business days of payment confirmation:

Email us — we'll trace the package
If lost in transit, we'll send a replacement at our cost
If it arrives later but we already sent a replacement, please keep both or send the duplicate back at our expense

10. Disputes

If you're unhappy with our decision:

First, email us — we want to make it right
If unresolved, you can file a complaint at the National Consumer Helpline (1915) or India's Consumer Affairs portal (consumerhelpline.gov.in)

Contact

Email: teamprinthive@gmail.com
Response time: 1-2 business days