Returns / Refunds / Exchanges / Replacements Policy

Returns / Refunds / Exchanges / Replacements Policy - LaClave Creative

Effective Date: February 5, 2026
Last Updated: February 5, 2026

This policy applies to purchases made at laclavecreative.com.
If you purchased through another platform or retailer, their return policy may apply instead.

Because many LaClave Creative items are made to order (print-on-demand), we follow a defect-focused policy designed to resolve real production and shipping problems quickly and fairly.

1) The Simple Rule

✅ If your item arrives damaged, defective, or incorrect, we’ll make it right with a free replacement (reprint) or a refund, as eligible under this policy.
❌ If you ordered the wrong size, wrong color, or changed your mind, returns/exchanges are not supported for made-to-order items.

2) Reporting Window (Important)

To be eligible for a replacement or refund, you must contact us within 30 days of:

  • the delivery date, or

  • the estimated delivery date (for missing/lost shipments).

Email: support@laclavecreative.com
Subject line: “Return/Replacement Request – Order #[YOUR ORDER NUMBER]”

3) What We Cover (Eligible Issues)

If reported within the timeframe above, we typically cover:

A) Damaged in transit

Examples: broken item, crushed packaging that damages product, visible shipping damage.

B) Manufacturing defect / product defect

Examples: misprint, poor print quality, wrong material/blank, torn seams, defective construction.

C) Wrong item received

Examples: wrong size, wrong color, wrong product shipped.

D) Lost in transit (when there’s no customer/address error)

If tracking shows the shipment is lost or stuck, we can investigate and—if there was no error on your part—offer a replacement.

Remedy: Depending on the situation, we’ll provide a free replacement or a refund.

4) What We Don’t Cover (Not Eligible)

Because items are made to order, we generally do not offer returns or exchanges for:

  • Wrong size or wrong color selected at checkout

  • Changed mind / buyer’s remorse

  • Normal variation from printing and fulfillment (example: slight color differences due to screens/printing processes)

  • Minor print placement variation that falls within typical production tolerance (for certain apparel print methods, small placement variance can be considered normal).

5) Photo / Video Proof Requirements (So We Can Fix It Fast)

To process a request, we need clear photo proof. (In some cases, video may be accepted.)

Please include clear photos that show:

  • the full product laid flat (design + issue visible),

  • close-ups of the issue,

  • size tag (for wrong size/blank issues),

  • and (if damage in transit) the packaging and shipping label.

For print placement issues, include a photo showing the placement with a ruler/measuring tape.

If multiple items have the same problem, we may ask for a photo/video showing all affected items in one frame.

6) Do You Need to Return the Item?

In most defect/damage cases, you do not need to return the item.

(If a return is needed for an unusual case, we’ll tell you first.)

7) Replacement vs. Refund (How We Decide)

When an issue is eligible, we’ll usually offer one of these:

Option 1 — Free Replacement (Reprint)

Best when the product is otherwise correct and you want the item you ordered.

Option 2 — Refund

Best when a replacement doesn’t make sense (example: item no longer available) or when the situation warrants it.

Refund timing: If approved, refunds are issued back to the original payment method when possible. Banks/payment providers can take additional processing time after we issue the refund.

8) Address Problems, Return-to-Sender, and Unsuccessful Delivery

You’re responsible for providing an accurate, deliverable address. If a package is returned due to an incorrect/incomplete address or unsuccessful delivery attempts:

  • We may offer a reprint/reship with an additional charge, or

  • A partial refund, depending on what costs were incurred.

If an order is returned to sender or lost in transit because an invalid address was provided, we may issue a refund of the product price only (shipping may not be refundable).

9) “Delivered” but You Don’t Have the Package

If tracking shows Delivered, but you can’t find it:

  1. Check around your delivery area (mailbox, side door, front desk, neighbors).

  2. Contact the carrier to ask about GPS scan details or a “missing package” inquiry.

  3. Email us and include your order number and what you’ve tried.

We’ll help you investigate, but stolen packages after confirmed delivery may not be eligible for free replacement or refund.

10) How to Request a Replacement or Refund

Email support@laclavecreative.com and include:

  • Order number

  • What happened (short description)

  • Photos/video (see Section 5)

  • Your preference: Replacement or Refund

We’ll review your request and respond with next steps.

11) Fulfillment Partner Note (How Your Order Is Made)

To produce and ship your order, we work with fulfillment partners (production and shipping providers). If your request is eligible, we may coordinate with our fulfillment partner to issue a replacement or refund consistent with this policy.

12) Contact Us

Email: support@laclavecreative.com
Mailing address:
LaClave Creative LLC
Matthew LaClave
6245 Rufe Snow Drive
Suite 280
Unit #672
Fort Worth, TX 76148