Refund policy

Because our products are made to order, we do not accept returns, refunds, or exchanges for buyer’s remorse, including ordering the wrong size, colour, design, or changing your mind after purchase.

Please check your order carefully before placing it. Once an order has been submitted for production, we may not be able to cancel or change it.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, misprinted, or you receive the wrong item, please contact us within 14 days of delivery at hello@definitiive.com.

To help us review the issue, please include:

  • Your order number

  • A clear description of the issue

  • Clear photos or video showing the problem

  • Photos of the packaging, if the item arrived damaged

Once we have reviewed the issue, we may offer a replacement, reprint, or refund where appropriate.

Please do not send any item back to us unless we specifically ask you to do so. Items sent back without prior approval may not be accepted.

Sizing, Colour, and Design

We do not offer refunds or exchanges if the wrong size, colour, or design was ordered, or if you simply change your mind.

Please refer to the product description, size guide, and product images carefully before placing your order. Minor colour differences may occur due to screen settings, lighting, production methods, or fabric differences.

Lost or Delayed Orders

If your order appears to be lost or significantly delayed, please contact us at hello@definitiive.com so we can help check the status of your order.

Shipping delays caused by couriers, customs, incorrect addresses, or circumstances outside our control do not automatically qualify for a refund. However, we will review each case and do our best to help.

Incorrect Address

Please make sure your shipping address is correct before placing your order.

We are not responsible for orders that cannot be delivered due to an incorrect, incomplete, or outdated shipping address provided by the customer. If an order is returned to sender or cannot be delivered, additional shipping charges may apply for reshipment.

Sale Items and Gift Cards

Sale items, discounted items, and gift cards are final and cannot be returned or refunded, unless the item arrives damaged, defective, misprinted, or incorrect.

Refunds

If a refund is approved, it will be processed back to your original payment method.

Please allow up to 10 business days for the refund to appear in your account after it has been processed. Your bank or payment provider may take additional time to post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello@definitiive.com.

Questions

For any return or refund questions, please contact us at hello@definitiive.com.