Return Policy - Celovisual

Something wrong with your order? Contact us before sending anything back. We’ll review the details and explain the clearest next step.

Our made-on-demand approach

Most Celovisual T-shirts, oversized tees, sweatshirts, and hoodies are produced after you place an order rather than taken from bulk finished inventory. This helps us avoid unnecessary overproduction, but it also means a completed customer-choice return cannot always be placed back into normal stock.

Check the product measurements, fit notes, color, quantity, and delivery address before checkout.
Need sizing help? Contact us before ordering and we’ll help you compare garment measurements.
If you notice an order mistake, contact us immediately. We’ll try to help before production begins, but changes are not guaranteed.

When something is wrong with the order

Contact Celovisual if your order has a production, fulfillment, or delivery problem. When the issue is confirmed, we’ll arrange an appropriate replacement or refund at no additional product or shipping cost to you.

Item arrived damaged or defective.
Print is missing, materially misprinted, or placed incorrectly.
You received a different product, color, or size from the confirmed order.
The package is confirmed lost in transit after the estimated delivery window.
The product is materially different from its description.

Changed your mind or selected the wrong size or color?

Because the item was produced after your order was placed, a voluntary return, exchange, or refund for a customer-selected size, color, ordering mistake, or change of mind is not guaranteed. Please still contact us. We’ll check whether the order can be corrected before production, whether a courtesy option is available, or whether a statutory cancellation right applies in your location.

Courtesy options are reviewed individually and are not guaranteed.
Do not send an item back unless support provides return instructions.
If a discretionary return is authorized, support will explain the item-condition and shipping requirements before you send it.
Any mandatory cancellation or return rights that apply in your location remain available.

When to contact us

Please report issues promptly so production, carrier, and fulfillment records remain available. The 30-day period below is the standard window for the fastest fulfillment-partner claim process; it does not shorten any longer cancellation, guarantee, warranty, or remedy period required by applicable law.

Damaged, defective, misprinted, materially different, or incorrect items: within 30 days of delivery.
Packages that appear lost in transit: within 30 days after the estimated delivery date.
Address corrections, size changes, color changes, or cancellation requests: immediately after ordering, before production if possible.
These windows do not reduce any longer remedy period required by applicable law.

How to request help

Email Celovisual support or use the support form. You do not need to write a formal claim—just give us enough information to find the order and understand what happened.

Your order number.
The email address used at checkout.
A short description of the issue and the help you are requesting.
Clear photos of the item, issue, and packaging when relevant.
Do not mail anything back until support confirms whether a return is needed.

Replacements, refunds, and returns

The appropriate resolution depends on the issue and the order status. A confirmed production or fulfillment error may be resolved with a replacement or refund. In some cases, store credit or another reasonable solution may be offered with your agreement.

For many verified production issues, you will not need to return the item unless support asks you to.
Celovisual covers reasonable required return costs for a confirmed defect, incorrect item, or other seller-caused issue where a return is necessary.
For a lawful return of a non-faulty item, return postage may be the customer’s responsibility when permitted by law and disclosed before purchase.
Approved refunds are returned to the original payment method unless another lawful arrangement is agreed.
Your bank or payment provider may need additional processing time after Celovisual issues a refund.

Delivery, address, and unclaimed-package issues

Please enter a complete, deliverable address and monitor tracking. If an order is returned, refused, or cannot be delivered because of customer-entered address information or an unclaimed package, contact support so we can review the available carrier and fulfillment options.

Additional reshipment charges may apply when the delivery problem was not caused by Celovisual, the carrier, or the production partner.
If tracking shows delivered but the package is missing, check the delivery area, household members, neighbors, building staff, and local carrier before contacting us.
International duties, taxes, and import charges are handled according to the shipping and checkout information for your destination.

Market-specific cancellation and consumer rights

Nothing in this policy removes rights that cannot legally be limited. If you are in the EU, EEA, or United Kingdom, a statutory distance-sale cancellation period may apply to a non-faulty online purchase unless a lawful exception applies. Where that right applies, notify us within 14 days after delivery; the applicable rules generally provide a further return period after notice. Goods made to your specifications or clearly personalized may be treated differently, but production after purchase alone does not automatically decide whether an exception applies. Celovisual will assess the product and the law applicable to the order.

Faulty, damaged, incorrect, or misdescribed goods remain subject to the remedies required in your location.
For Philippine customers, a change of mind for a non-defective product may not automatically require a refund, but defective products remain protected by applicable consumer law.
Where a statutory non-faulty cancellation right applies, contact support before returning the item so we can provide the correct address and instructions.
Where local law gives stronger or longer rights than this policy, the local law applies.