Refund and Returns Policy
Last updated July 2026.
Almost everything we make is decorated with your artwork, to your specification. Custom merchandise cannot be resold once it carries your logo, so this policy works differently from a standard retail returns policy. What follows is exactly what we will and will not do, so there are no surprises.
Nothing Is Made Until You Approve It
Every order goes through a free mockup showing your artwork on the actual product. Production does not begin until you approve that mockup in writing. Mockup revisions are unlimited and free, so please take the time you need — this is the point at which placement, size, color and the size breakdown are agreed.
Your approval is what makes the rest of this policy fair to both of us.
What We Always Put Right
If any of the following happens, contact us and we will replace the affected items or refund them, at our cost. You will not be asked to pay return shipping.
- Manufacturing defects — faulty stitching, holes, misprinted or peeling decoration.
- Damage in transit.
- Our error — the item, size, color, quantity or decoration does not match the mockup you approved.
- Items that never arrive.
Please tell us within 14 days of delivery and include photographs of the problem and, where relevant, the shipping carton. Photographs let us resolve most issues without you sending anything back.
What We Cannot Accept Back
Because custom items cannot be resold, we are unable to accept returns for:
- Change of mind on an order that matches the approved mockup.
- Ordering the wrong sizes or quantities. Size charts are published on each product page and we are glad to advise before you approve.
- Errors in artwork you supplied that were present in the mockup you approved — including spelling, dates and names.
- Fit or color preference, where the item matches its published specification. Screens and fabric render color differently; ask us before approving if this matters.
If you are unsure about sizing or how a color will look in hand, order a single piece first. A sample costs the published single-item price and is far cheaper than a full run you are unhappy with.
Cancelling an Order
- Before you approve the mockup: cancel at any time, at no cost.
- After approval, before production begins: contact us immediately. We will cancel if we can, and refund whatever has not already been committed to materials or decoration.
- Once production has begun: the order cannot be cancelled, because the items already carry your artwork.
Refund Timing
Approved refunds are issued to the original payment method. Depending on your bank or card issuer, the funds usually appear within five to ten business days of us processing them. If a refund has not reached you after that, contact your card issuer first, then let us know and we will chase it.
If Something Is Wrong
Email [email protected] with your order number, a description of the problem and photographs. We would far rather fix a problem than have you live with an order you are not happy with — tell us and we will make it right.
Contact
JRG Investment & Holdings LLC, trading as JRG Prints
2501 Chatham Rd # 5844, Springfield, IL 62704
[email protected]