Returns & refunds
If something went wrong with your order, let's review it.
Each custom product is prepared for a specific order. This policy explains what is covered, how to report a problem and which solutions apply. Have your order number and photos ready.
Last updated: 2026-04-20
- 01
How we handle custom products
Every order is printed specifically for you — we can't restock it if you change your mind. That said, if there's a defect we caused (misprint, cut drift, wrong color, damaged in production), we reprint for free and eat the shipping. We stand behind our work.
- 02
Covered production defects
Production defects we caused: incorrect color vs your approved proof, cut path drifted outside tolerance, wrong finish applied, wrong quantity shipped, or damage during our handling. Report with photos and we handle it within 48 business hours — usually with priority rush on the reprint.
- 03
Approved artwork errors and preference changes
Issues in the artwork you approved in the digital proof: typos, low-resolution images, incorrect URLs, wrong spelling — these are your approval. If you catch one after approval we can quote a re-run at cost. Preferences (you changed your mind on color, size, paper) are not returnable.
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When to report a problem
Report quality issues within 14 days of delivery (tracking date). After 14 days we assume everything is fine and can only quote a discounted re-run as a courtesy. Damage in transit should be reported within 48 hours of delivery with photos of the packaging.
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Information we need
Email [email protected] with: order number, what went wrong, and photos of the problem. For large orders (>500 units), keep at least 10 affected pieces for us to QC internally. Our team replies within 2 business days with the resolution path.
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Reprints and refunds
If a reprint isn't possible (e.g., event passed, you already used the good pieces), we issue a refund to the original payment method — card, ACH, or Klarna. Refunds typically land within 5–10 business days depending on your bank. Shipping is refunded along with merchandise on defect claims.
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Service and course terms
Advertising retainers are month-to-month with no lock-in. You can cancel anytime with 15 days notice — we finish the current cycle and don't bill again. Academy courses have a 14-day satisfaction guarantee from purchase. See our Terms of Service for full details on services.
Tell us what happened. Email [email protected] with the order number, a description and photos.
Questions?
Email us at [email protected] or write to KOAI Studios, 2033 NW 135th Ave, Miami, FL 33182.