Refund policy

Last updated: April 2026

Overview

At The Chart Culture, every product is made to order and fulfilled on demand by our production partner. Because each item is custom-printed specifically for you at the time of purchase, we are unable to accept returns or issue refunds based on a change of mind once an order has been placed and submitted to production.
We ask that all customers read this policy carefully and review their order - including size, colour, design, and shipping address - thoroughly before completing checkout.

Our Policy - No Change of Mind Returns

We do not accept returns, exchanges, or issue refunds for any of the following reasons:

You changed your mind after placing the order
You ordered the wrong size and the item was produced as ordered
The item does not meet a personal preference not related to a fulfilment error
You no longer want the item
The item was purchased as a gift and the recipient does not want it
You found the product cheaper elsewhere after purchasing

Because production begins promptly after an order is confirmed, cancellations requested after submission to fulfilment cannot be guaranteed and are subject to whether production has commenced. If you need to request a cancellation, contact us immediately and we will do our best to action it, but we cannot promise a successful cancellation once the order is in production.

When We Will Make It Right

We take quality and accuracy seriously. If your order falls into any of the following categories, we will absolutely correct it at no additional cost to you:
Damaged Items
If your item arrives visibly damaged - whether due to transit handling, packaging failure, or a production defect such as a print error, cracked acrylic, torn fabric, or ink smearing - we will replace or refund the item.
Wrong Item Shipped
If you received a different product, size, colour, or design than what was shown on your order confirmation, this is a fulfilment error and we will correct it immediately.
Significantly Misprinted Products
If a product arrives with a print that is significantly misaligned, faded, or incomplete in a way that is clearly a production error and not within normal print variation tolerances, we will replace or refund the item.
In all of the above cases, The Chart Culture will cover all costs associated with the correction, including production and shipping of a replacement where applicable.

How to Submit a Claim

To submit a claim for a damaged, defective, or incorrectly fulfilled item, please follow these steps:
Step 1 - Contact us within 7 days of delivery
Reach out to us via the Contact page at thechartculture.com within 7 days of your order being marked as delivered. Claims submitted outside of this window may not be accepted.
Step 2 - Provide your order details
Include the following in your message:

Your full name
Your order number
A clear description of the issue

Step 3 - Attach photographic evidence
Attach clear photographs showing the damage, defect, or incorrect item. For damaged items, please photograph both the item itself and the packaging it arrived in where possible. Claims submitted without supporting images cannot be processed.
Step 4 - Allow us to review
Once we receive your claim, we will review it and respond within 3 to 5 business days. Where your claim is approved, we will offer either a replacement shipment or a full refund to your original payment method, at our discretion or as mutually agreed.

Replacements vs Refunds

Where a valid claim is approved, our preferred resolution is to send a replacement item at no cost to you. If a replacement is not possible - for example, due to the product being out of stock or discontinued - a full refund will be issued to your original payment method instead.
Refunds, where issued, will be processed within 5 to 10 business days depending on your bank or payment provider. We have no control over how long your financial institution takes to post the credit to your account.

Items That Are Not Eligible for a Claim

The following situations do not qualify for a replacement or refund under this policy:

Minor colour variations between what is displayed on screen and the printed product, as monitor calibration and print processes can produce slight differences
Minor variations in print placement that fall within standard production tolerances
Sizing issues where the item was produced according to the size selected at checkout — we recommend consulting our size guide before ordering
Damage caused after delivery through customer misuse, improper washing, or accidental damage
Orders where an incorrect shipping address was provided by the customer, resulting in non-delivery or misdelivery
Claims submitted more than 7 days after the delivery date

Funded Plaques & Custom Acrylic Products

Funded plaques and custom acrylic products are personalised items produced to your exact specification. As such, they are strictly non-refundable and non-returnable except in cases of damage during transit or a clear production error on our part.
When submitting artwork or certificate images for a custom plaque order, please ensure the file is high resolution and the details are correct. The Chart Culture is not responsible for errors in a plaque that result from low-quality, incorrect, or unclear files submitted by the customer.
If you are unsure about file requirements, please contact us before placing your order and we will advise you.

Chargebacks & Disputes

We ask that customers contact us directly before initiating a chargeback or payment dispute with their bank or card provider. In most cases, we are able to resolve issues quickly and fairly without the need for a formal dispute. Chargebacks initiated without prior contact may result in your order being flagged and future orders declined.
We take all claims seriously and are committed to fair and transparent resolutions for every customer.

Contact Us

For all returns, refund, and claims enquiries, please reach out to us via the Contact page at thechartculture.com. Please include your order number and relevant photographs in your initial message to help us resolve your query as efficiently as possible.
We aim to respond to all customer enquiries within 3 to 5 business days.

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