Refund policy

Returns & Refunds

Most items in this shop is made to order. Not sitting in a warehouse — your
item is produced after you buy it and shipped directly to you. That changes
what a fair returns policy looks like, so here it is plainly.

IF WE GOT IT WRONG, WE FIX IT FREE

Contact us within 30 days of delivery and we will replace the item free of
charge, or refund it in full, if:

• the print is wrong, misaligned, faded, or of poor quality
• the item arrived damaged, torn, or stained
• the item is defective — a failed seam, a broken handle, a fault in the blank
• you received the wrong item or wrong size compared with what your order said
• the package was confirmed lost in transit and never arrived

You do not need to ship anything back. Keep the flawed item; we produce and
send a new one. If a replacement isn't possible, we refund the order in full.

WHAT WE CANNOT ACCEPT

Because a made-to-order item cannot be restocked or resold, we cannot offer a
return, exchange, or refund for:

• change of mind or buyer's remorse
• the wrong size or colour ordered by you, where the item you received matches
  the item on your order
• problems reported more than 30 days after delivery
• wear, washing damage, or alteration after delivery
• delivery to an incorrect or incomplete address that you supplied
• packages marked delivered by the carrier and lost after delivery

Please check the size chart on the product page before ordering. It prevents
most disappointment, and it is the one thing we cannot fix afterwards.

If an order is returned to us because of an address error, we can re-ship it
once you cover the reshipping cost. If it is not returned to us, we cannot
replace it free of charge.

HOW TO MAKE A CLAIM

Email hello@optimisticmedia.net with:

1. your order number
2. clear photos of the problem — the full item in frame, plus a close-up of
   the fault
3. for a print or sizing fault, a photo of the printed size/care label

Photos are required by our print partner to authorize a reprint, so sending
them up front turns a claim into a replacement instead of a conversation.

HOW LONG IT TAKES

• We reply to your claim: 1–2 business days
• Replacement enters production once approved: 1–2 business days
• Replacement production and delivery: the same as a new order — see the
  shipping estimate on the product page
• Refund issued to your original payment method: within 5 business days of
  approval
• Refund appearing on your statement: up to 10 business days after that,
  depending on your bank

CANCELLING OR CHANGING AN ORDER

Production starts quickly. Email us as soon as possible and we will change or
cancel your order if it has not yet entered production. Once printing has
begun we cannot cancel it or change the size, design, or shipping address.

YOUR STATUTORY RIGHTS

Nothing in this policy limits rights you have under consumer law in your
country or state, including rights relating to goods that are faulty, not as
described, or not fit for purpose. Where your local law gives you more than
this policy does, your local law applies.

CONTACT

hello@optimisticmedia.net — we answer within 1–2 business days.
Optimistic Media LLC, Colorado · New York · Texas, USA