Returns & Refunds
Returns & refunds
KROOKS CO. is the seller and your point of contact for all returns, cancellations, refunds and delivery problems. Our products are fulfilled by Printful, and we coordinate with them where appropriate. Please contact KROOKS CO. rather than Printful directly.
Changed your mind?
For eligible non-personalised goods, we offer a 14-day cancellation period after you receive your order, including for eligible international orders. Tell us you want to cancel within those 14 days, then send the item back within a further 14 days. You do not need to give a reason, and your cancellation takes effect when you send your notice on time. Any stronger rights under your local consumer law still apply.
To cancel, email lancemcdermott11@gmail.com with your order number, the item(s) and a clear statement that you wish to cancel.
How returns work with Printful
- Contact KROOKS CO. with your order number and reason for return.
- We check where your order was fulfilled and coordinate with Printful as needed.
- When a physical return is required, we provide the appropriate return instructions and verified destination for that order. Printful uses different return facilities worldwide.
- Send the parcel to the address we confirm and keep proof of posting.
Do not post items to a Printful address found online or on a previous order without contacting us first. Printful's facilities do not operate as a general consumer returns/refunds service. Some faulty-item claims can be resolved without shipping the item back.
For eligible change-of-mind returns, customers are normally responsible for the direct cost of return postage unless we agree otherwise or applicable law requires us to pay it. KROOKS CO. remains responsible for issuing any refund owed to you, even if our production partner does not reimburse us.
Faulty, damaged, misprinted or incorrect items
If there is a fault or fulfilment error, please email us promptly with your order number, a description and clear photos where reasonably possible. We submit qualifying claims through Printful and arrange a suitable remedy, which may be a refund, repair or replacement as applicable. Printful normally does not require defective or misprinted products to be returned.
Printful asks merchants to report fulfilment-quality issues and lost parcels within 30 days of delivery or the estimated delivery date. Please contact us promptly to help us raise your claim with them. This supplier reporting window does not reduce your statutory consumer rights or impose a 30-day deadline on legal claims against KROOKS CO.
Refunds
For eligible cancellations, we refund the item price and the original standard delivery charge where required by law. Extra charges for premium delivery may be excluded beyond the standard-delivery cost. Refunds go to the original payment method. Under UK cancellation rules, we issue refunds within 14 days after receiving the returned goods or evidence they have been sent back, whichever is earlier. Other legal requirements may apply depending on your location. We only make deductions for excessive handling where legally permitted.
Custom-made and personalised products
Goods created to your own individual specifications or clearly personalised with, for example, your name or a design you supplied may be exempt from change-of-mind cancellation rights where permitted by law. Standard KROOKS CO. designs printed or embroidered to order are not automatically personalised goods and are not automatically exempt. Rights for faulty or misdescribed goods remain unaffected.
Exchanges
Printful does not provide free exchanges for a customer changing their mind about size or colour. Contact us about your situation. This does not affect cancellation rights or any legal rights concerning faulty or incorrect goods.
Optional cancellation notice
To: KROOKS CO., lancemcdermott11@gmail.com
I hereby give notice that I cancel my contract for the following goods: [items]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Order number: [number]. Customer address: [address]. Date: [date].
You may simply send a clear cancellation email in your own words instead.