Refund & Return Policy
Because all products on VLCANO are custom-made to order, our refund and return policy reflects the nature of on-demand production.
1. Custom Orders
All orders placed on VLCANO are custom-produced by independent local print partners specifically for each customer. As such, we do not accept returns or offer refunds for orders where the product was produced as specified by the customer.
2. Eligible Refund Situations
You are eligible for a full refund or replacement in the following situations: the product arrives damaged or defective; the product was produced incorrectly and does not match the approved order specifications; the product was not delivered within 30 days of the estimated delivery date with no tracking updates. This is the VLCANO guarantee (see tryvlcano.com/guarantee). To make a claim, tap “Report a problem” on your order page (the tracking link in your confirmation, or My orders in your account) within 14 days of receiving your order, describe the issue and add a photo. VLCANO reviews every report with the print partner and resolves covered claims with a free reprint or a refund. If you can’t use the order page, email support@tryvlcano.com with your order number and photos of the issue.
3. Non-Refundable Situations
We do not offer refunds for: customer errors in design upload, sizing selection, or order details; changes of mind after an order has entered production; color variations that fall within normal printing tolerances; platform service fees; or subscription fees.
4. Refund Process
Your payment is held by VLCANO until you have your order (see our Terms), so refunds come straight from the held payment. If you cancel an order before your print partner starts it, or cancel a custom design request before any proof is sent, you are refunded automatically. Other approved refunds are issued to your original PayPal payment method, usually within 5 to 10 business days of approval (PayPal can take a few days to show it). VLCANO will coordinate with the print partner on replacements when applicable.
5. Subscription Cancellations
Subscriptions may be cancelled at any time through your account dashboard. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused subscription time.
6. Contact
To submit a refund request, use “Report a problem” on your order page. For questions about this policy, contact us at support@tryvlcano.com with your order number and a description of the issue.
Questions about this policy? Email support@tryvlcano.com.