Refund and Returns Policy

Every item sold on MEOWFO is made to order. When you check out, your order goes straight to our print and fulfillment partner, Printful, which produces your item specifically for you — printed, cut, sewn, packed and shipped — from facilities in the United States and Europe. Nothing is taken from a warehouse shelf, because your product does not exist until you buy it.

That shapes everything below — including why we cannot accept returns for a change of mind. This page sets out what is covered, what is not, how to make a claim and how long a refund takes.

1. Made to order: no returns or exchanges for a change of mind

Because each item is produced only after you pay for it, we cannot put a returned product back into stock and sell it again. This is standard for print-on-demand stores. We therefore do not accept returns or exchanges for:

• Changing your mind after ordering or after delivery.
• The wrong size, fit or colour chosen at checkout.
• No longer liking the design you selected at checkout.
• Damage caused by incorrect washing or care, or normal fading after repeated washes.
• An incorrect, incomplete or undeliverable shipping address provided by the customer.

Please check the size chart and the care instructions on each product page before ordering. Personalised and custom-made items cannot be returned or exchanged, because they are produced to your specification.

2. Your rights in the European Union: the 14-day rule and its exception

If you are a consumer in the European Union, you normally have 14 days from delivery to withdraw from an online purchase for any reason. That right comes from Article 9 of the EU Consumer Rights Directive (Directive 2011/83/EU).

Article 16 of the same directive lists the exceptions to that right. Point (c) removes the right of withdrawal for the supply of goods made to the consumer’s specifications or clearly personalised. Custom-printed apparel falls inside that exception. In plain terms: because your garment is printed with a specific design only after you order it, EU law does not give you a 14-day cooling-off period for it, and MEOWFO does not offer one either. We are not removing a right — the law itself excludes personalised goods from it. Your legal right to a remedy when goods are faulty, not as described or never delivered is untouched.

3. What we do cover: damaged, defective, misprinted or wrong items

We take full responsibility when production goes wrong. You are entitled to a free replacement or a refund if:

• Your item arrived damaged or defective — a manufacturing error, a torn seam, a warped or cracked print, or an ink or fabric flaw.
• The design was misprinted — wrong placement, wrong colours or the wrong design.
• You received the wrong item, wrong size or wrong colour compared with your order confirmation.
• Your package was lost in transit and never arrived.

Claim window: 30 days. Quality problems must be reported within 30 days of the delivery date. For a package lost in transit, the claim must be submitted within 30 days of the estimated delivery date. Claims raised after that window cannot be honoured.

4. How to file a claim, step by step

• Step 1. Email support@meowfo.com within the 30-day window, with “Claim — order number” in the subject line.
• Step 2. Include your order number, the email address you used at checkout, your full name, the shipping address and a short description of the problem.
• Step 3. Attach clear photos: a photo of the defect, damage or wrong item, plus a photo of the shipping label or packing slip so the order can be matched.
• Step 4. We review the claim and reply with a decision. We deal with Printful directly, so you never have to contact them yourself.
• Step 5. Do not send the item back unless we ask. In almost every case the faulty item does not need to be returned.

5. Replacement or refund: you choose

If your claim is approved, you decide: a free replacement of the same item, or a refund.

6. Who pays the return shipping

If we ask you to send an item back, we cover the return cost when the fault is ours (a damaged, defective, misprinted or wrong item). If a return is agreed for any reason that is not our fault, the customer pays the return shipping.

7. How long a refund takes

Refunds are issued through PayPal, back to the payment method you used. Once we issue the refund, PayPal’s timelines apply: a refund to your PayPal balance arrives the same day; to a bank account or debit card, usually up to 5 business days; to a credit card, up to 30 days or one to two billing cycles, depending on your card issuer. The final timeline is controlled by your bank or card company, not by us.

8. What is not refunded

• Wrong size or colour ordered by the customer, and change-of-mind orders.
• Items damaged by incorrect washing or ironing.
• Original shipping charges and express shipping upgrades.
• Import duties, customs fees and local taxes charged by your country. These are collected by carriers and governments, not by us, and are never refunded.
• Reshipping costs when a package is returned to the sender because of an incorrect address, an unclaimed shipment or unpaid customs duties.

9. Cancelling an order before production

You can cancel for a full refund as long as your order has not yet entered production. Email support@meowfo.com immediately with your order number. Orders are routed to production very quickly after checkout, so this window is short — often under an hour, sometimes only minutes. Once production has started, the order can no longer be cancelled and the rules in sections 1 and 3 apply instead.

10. Lost, damaged or incomplete shipments

Track your order with the number in your shipping confirmation. If tracking stops updating, tell us within 30 days of the estimated delivery date. If the package arrived damaged or is missing items, tell us within 30 days of delivery, with photos. Verified lost packages are replaced or refunded at no cost to you, and missing items are replaced. If tracking says delivered but the package is not there, check with your neighbours and your local post office first, then contact us.

11. Wrong address, unclaimed packages and returns to sender

If a package is returned to the production facility because of an incorrect address, an unclaimed shipment or unpaid customs duties, our production partner holds it for 30 days. During that period a reshipment can be arranged, but the shipping cost must be paid again. After 30 days, unclaimed returns are donated to charity and can never be reshipped. We cannot change, reroute or recall a package once it is in transit, so please double-check the address before you pay.

12. Contact us

EDEN PRO SPA
Postal address: SAN MARTIN 553 OF 901 COMUNA CONCEPCION, 4030000, Chile
Email: support@meowfo.com
Telephone: +569 5870 5366
Website: meowfo.com

You can also reach us through our Contact page. Please include your order number in every message.