Refund policy

Last updated: 2025-10-04

1. Overview

Each product you order is printed or produced on demand, which means there’s no stock sitting in a warehouse. Every hoodie, t-shirt, or sticker is made specifically for you.

Because of this custom process, we generally can’t accept returns or exchanges if you order the wrong size, change your mind, or decide the color looks different in person.

That said, if your order arrives damaged, misprinted, or not as described, we’ll make it right. Always.

2. Damaged, misprinted, or wrong items

If your item arrives defective or incorrect, please contact us within 14 days of delivery: support@critterhacked.com

Include:

• Your order number
• A short description of the issue
• A few clear photos showing the problem

Once verified, we’ll arrange a replacement or refund, free of charge. You won’t have to return the damaged item unless we specifically request it.

3. Returns for non-defective products

Since all items are custom printed when you order them, we cannot accept returns or exchanges for:

• Wrong size or color ordered
• Change of mind (“buyer’s remorse”)
• Minor color differences due to screen variations

To avoid surprises, please double-check the size guide and product details before placing your order.

4. Your EU right of withdrawal

Under EU law, customers typically have a 14-day right of withdrawal for online purchases.  

However, this right does not apply to:

“the supply of goods made to the consumer’s specifications or clearly personalised”  (Article 16(c) of Directive 2011/83/EU)

Because our products are custom-made to order, most of them fall under this exception.  

If you purchase a non-custom product (for example, a pre-made accessory or unprinted item), your 14-day right of withdrawal applies. In that case, please contact us before returning anything.

5. Return address

If a return is authorized, we’ll send you the correct return instructions and address.  
Please do not ship anything directly to our print partner, as they can’t process returns without authorization. Unclaimed items may be disposed of or donated.

6. Refunds

Once a refund is approved, it will be sent to the original payment method used.  
You’ll receive a confirmation email once it has been processed. Depending on your bank or payment provider, it may take 5–10 business days for the funds to appear.

7. Contact

If you have any questions about your order or this policy, reach out anytime at:  support@critterhacked.com

Quick summary

Situation	Eligible for refund/replacement	Notes
Damaged or misprinted item	✅ Yes	We’ll fix it or refund it
Wrong item sent	✅ Yes	Let us know within 14 days
Wrong size / color chosen	❌ No	Please check size guide before ordering
Change of mind	❌ No	Items are printed to order
Unauthorized return	❌ No	Will not be processed