Overview
All products sold by House of Llama are printed on demand and made to order. Because of the personalized nature of our products, we do not accept returns or exchanges due to buyer’s remorse, incorrect sizing, or preference changes. Please review all product details and sizing guides carefully before placing your order.
Defective, Damaged, or Incorrect Items
If your order arrives misprinted, damaged, or defective, or you receive the wrong item, you may request a replacement or refund.
To be eligible for a replacement or refund, you must contact us within 30 days of delivery at support@houseofllama.net and provide:
- Your order number
- Clear photographs of the item and the issue
- Eligible issues include:
- Manufacturing defects
- Printing errors
- Items damaged in transit
- Incorrect items received
Once we review and approve your claim, we will offer either a replacement or a refund to your original payment method.
Lost Packages
If your order does not arrive within 30 days after the estimated delivery date, please contact us. Claims for packages lost in transit must also be submitted within 30 days after the estimated delivery date.
Non-returnable Items
The following items are not eligible for return or refund:
- Sale or clearance items
- Gift cards
- Face masks or other personal protective equipment
- Any product returned without prior authorization
- Items returned due to incorrect shipping address or failure to claim delivery
- Incorrect Shipping Address and Unclaimed Packages
If you provide an incorrect or insufficient address, the shipment may be returned to our production partner’s facility. You will be liable for reshipment costs once an updated address is confirmed.
Unclaimed shipments returned to the facility may be donated to charity or disposed of without refund if reshipment arrangements are not made in a timely manner.
Right of Withdrawal (EU Consumers)
Under Article 16(c) and (e) of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to:
- Goods made to the consumer’s specifications or clearly personalized (which includes all print-on-demand products sold by House of Llama).
- Sealed goods unsealed after delivery which are not suitable for return due to health protection or hygiene reasons.
Accordingly, we reserve the right to refuse returns at our sole discretion in these cases.
Returns Process
Do not send products back to Printful or to any address listed on the package without contacting us first.
To request a return or report an issue:
- Email support@houseofllama.net within 30 days of delivery.
- Include your order number and photos of the issue.
- Wait for our response and instructions.
- Unauthorized returns may be rejected or disposed of without refund.
Refunds (If Applicable)
Once your return or claim is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will be applied to your original payment method within 7–14 business days.
Late or Missing Refunds
If you haven’t received a refund:
- Check your bank account again.
- Contact your credit card company; it may take time before your refund is officially posted.
- Contact your bank; processing times vary.
If you have completed these steps and still have not received your refund, please contact us at support@houseofllama.net
Exchanges
We only replace items if they are defective, damaged, or incorrect. We do not offer exchanges for different sizes or designs.
Shipping Costs
Unless otherwise agreed or required by law, you are responsible for shipping costs associated with returning any items. Shipping costs are non-refundable.
Contact Us
For any questions regarding your order or this policy, please contact:
📧 support@houseofllama.net
