Refund and Quality Guarantee Policy

1. Scope and parties

This policy governs refunds between AKIN INDUSTRIES LLC, which operates the Custombull service ("we"), and the seller using the service ("you").

Custombull is not itself a manufacturer. Your orders are printed by independent contracted producers in the United States. We select and manage the producer, so we give you the production quality guarantee directly; you do not need to deal with the producer separately.

Returns and exchanges between you and your buyers are governed by your own shop policy and the rules of the marketplace where you sell. You are the seller to your buyer. The guarantee below lets you recover from us what you refund to your buyer.

2. Quality guarantee

Every product printed by our contracted producers goes through quality control before it is packed. If a defective product nevertheless reaches your buyer, at your choice we will provide:

• A no-questions refund: we refund what you paid us for that item, or
• A free reprint and reshipment: we reprint the product at our cost and ship it to your buyer again.

No questions asked means: if your photo shows the defect, we do not require the product to be sent back, we do not question your correspondence with your buyer and we do not argue the claim.

3. What counts as a defect

• A different product, color or size from the one ordered.
• The wrong design printed, or the design printed incompletely.
• Print defects: peeling, cracking, stains, blurry or faded prints, noticeably crooked or shifted placement.
• Products damaged during production or packing (tears, holes, permanent marks).
• Missing items in the parcel.

4. How and when to report

1. Open the order in the dashboard and report the issue from the order screen, so the report is recorded against the order.
2. Attach a clear photo that shows the defect. For size or product errors, also include a photo of the product label (size tag).
3. Report within 30 days of delivery. The delivery date is the date shown in the carrier's tracking record.
4. Choose whether you want a refund or a reprint.

We review claims and usually resolve them within a few business days. If the photo does not clearly show the defect, we may ask for another one.

5. Refund amount and method

Amount

• The product and printing price you paid us for the defective item, plus
• The shipping cost for that item. If the entire order is defective, the full shipping cost of the order is refunded.

The guarantee is limited to what you paid us. The retail price you charged your buyer, marketplace fees, advertising costs and lost profit are not refunded.

Method

• Wallet balance: credited immediately on approval.
• Original payment method: refunded to your card; depending on your bank this usually appears within 5 to 10 business days.

6. What is not covered

• Problems originating in the design file: low resolution, typos, the wrong file uploaded, transparency or color profile issues.
• Color differences between the mockup you approved and the actual print that result from screen versus fabric and fall within accepted industry tolerance.
• A wrong or incomplete address provided by you or your buyer.
• Carrier delays after the parcel is handed to the carrier, weather and customs.
• The buyer changing their mind, wanting a different size, or not liking the product.
• Damage from washing, drying or ironing contrary to the care instructions.
• Reports made more than 30 days after delivery.
• Errors in personalization text entered by the buyer (where the text we received was printed exactly).

We still try to help in these cases, for example by offering a reprint at a reduced price or supporting a carrier claim. These are not obligations under the guarantee.

7. Lost parcels and damage in transit

If a parcel is lost or damaged in transit after it has been handed to the carrier, we open the claim with the carrier. When the carrier confirms non delivery or pays out on the claim, the amount is credited to your account.

Where there is no address error and tracking does not show "delivered", for shipments within the United States we will consider your request for a reshipment or refund, without waiting for the carrier claim, once tracking has shown no movement for 15 business days.

If tracking shows "delivered" but the buyer reports not receiving the parcel, we open a carrier investigation and let you know the outcome.

8. Order cancellation

• You can cancel an order that has not entered production from the dashboard. The full amount is refunded automatically and appears on your card within a few business days.
• An order that has entered production is not refundable, because material and printing costs are incurred at that point. Production defects are the exception and are covered by the quality guarantee above.
• For jobs we reject or stop under this policy or the Acceptable Use Policy, the amount charged for that job is refunded.

9. Shipping labels

The cost of a shipping label is charged when the label is purchased. An unused label can be voided; the amount is credited to your account once the carrier approves the refund. Used labels are not refundable except in cases covered by the quality guarantee.

10. Credits

• Purchased credits never expire. Credits cannot be exchanged for cash or transferred to another account.
• Purchased credits are not refundable. However, if no credits at all have been used from a credit pack, we refund the pack price if you request it within 14 days of purchase.
• Credits used by an AI feature are spent when the feature runs. If a job fails for a reason on our side, the credits are refunded automatically.
• Plan credits included with a subscription (Bronze, Gold) renew at the end of each period and do not roll over. Plan credits are not refundable in cash.

11. Subscriptions

• Paid plans are monthly subscriptions, charged at the start of each period, and renew automatically until you cancel.
• You can cancel online at any time from Settings in the dashboard. Cancellation takes effect at the end of the current period; you keep using the plan until then and then move to the Free plan.
• No partial refunds are given for the remainder of the current period.
• If your subscription renewed by mistake, we refund the renewal charge on request within 7 days of the renewal date, provided no plan features or plan credits have been used in that period.
• We give at least 30 days' notice of plan price changes before they take effect.

12. Consumer rights

The service is designed for business use. If the law of your country nevertheless treats you as a consumer, the mandatory rights that law gives you are preserved and this policy does not limit them:

• Consumers in the EU and the UK have the right to withdraw from a subscription or credit purchase within 14 days without giving a reason. If you expressly asked for the service to start during the withdrawal period, you pay a proportionate amount for the service provided up to your withdrawal. By law, the right of withdrawal does not apply to products made to your specifications.
• For consumers in Türkiye, the mandatory provisions of Consumer Protection Law No. 6502 and the Distance Contracts Regulation are preserved.
• Mandatory consumer rights in other countries are likewise preserved.

To withdraw, simply email hello@custombull.com.

13. Wallet balance

Balance you load into your wallet is used for order, shipping and service payments. When you close your account, we refund any unused balance to your original payment method on request. If there is an unpaid amount, a chargeback or a fraud review, the refund may be held until it is resolved and any amount owed may be set off.

14. Automatic Production blocks

Automatic Production blocks (100 product blocks) come with no guarantee that the products will sell; sales performance is not a ground for a refund.

Defective output (broken or illegible designs, concepts repeated in the same shop, content that should have been filtered out by the copyright scan) is regenerated after review, or the price or credits paid for those products are refunded. Report such cases from the relevant product record in the system or at hello@custombull.com.

15. Situation and outcome table

16. Chargebacks

If you have a problem with a payment, please email hello@custombull.com before filing a chargeback with your bank; we can usually resolve it faster. A chargeback filed without good reason, or for an amount already refunded under this policy, may lead to the account being suspended while it is reviewed, and resulting chargeback fees may be charged to your account. This does not limit your legal rights as a cardholder.

17. Timing and contact

Approved refunds reach your wallet immediately and your card usually within 5 to 10 business days. Use the order screen in the dashboard for quality claims and hello@custombull.com for other refund requests.

This policy forms part of the Terms of Service. We give at least 30 days' notice of material changes by email or in the application before they take effect; changes do not adversely affect orders placed or credits purchased before the effective date.