Returns & FAQ
Returns & Refund Policy
_Last updated: January 2025_
Thank you for shopping with Medellin Mafia Design. Please read the following thoroughly — all returns and refunds are subject to these rules.
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## 1. General Policy
All products are made-to-order specifically for you. Because of this, we do **not accept returns or exchanges for buyer’s remorse, incorrect size selection, or change of mind.**
We only accept returns or refunds for items that are defective, damaged in transit, misprinted, or incorrect — subject to the conditions below.
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## 2. Claim / Return Window
To qualify for a replacement or refund, you must report the issue **within 7 days of delivery** (or date you receive the package).
Requests after the 7-day window may be denied.
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## 3. How to Request a Return or Refund
1. Email us at: **medellinmd@zohomail.com** — subject: **“Return Request – Order #YOURORDERNUMBER”**
2. Include in your email:
- Your order number
- Product name(s)
- Description of the issue (defect, damage, misprint, etc.)
- Clear photos of the product on a flat, well-lit surface, showing the problem area and tags/labels
- Photo of shipping label (if applicable)
We will review your request and respond within **1–2 business days**.
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## 4. Eligible Items for Returns / Refunds
Eligible only if item is:
- Defective or damaged during production or shipping
- Misprinted or incorrect (wrong design, wrong size variant, missing print)
**Non-returnable / Non-refundable:**
- Made-to-order, print-on-demand, or custom items — unless receiving a damaged/defective/misprinted product
- Items returned due to sizing choice, change of mind, or buyer error
- Sale items, digital products, membership subscriptions, donations, tips, or locked content
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## 5. Return Shipping & Responsibility
- For approved quality or shipping-issue returns: Medellin Mafia Design will provide a **prepaid return shipping label** or reimburse return shipping costs.
- For any other returns (if accepted — not typical with made-to-order goods): return shipping costs are the responsibility of the customer.
Original shipping charges are **non-refundable**.
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## 6. Refunds & Exchanges Processing
- Refunds issued to original payment method once returned item is received and inspected.
- PayPal refunds: processed within **24 business hours** of approval.
- Credit/debit card refunds: 7–10 business days (varies by bank).
- Exchanges (size or variant swap) are processed after returned item has been received and approved. Replacement orders ship within 3–5 business days.
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## 7. Lost, Stolen, or Undelivered Orders
If an order is marked “Delivered” by carrier but not received:
- Check with your mailbox, neighbors, or building office first.
- If package cannot be located — contact us at **medellinmd@zohomail.com** with order number.
- We will assist in submitting a claim to the shipping carrier, but cannot guarantee refund or replacement unless package is returned to sender or lost by carrier.
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## 8. International Orders, Customs & Duties
International customers are responsible for any customs fees, import taxes, or duties imposed by their country. Medellin Mafia Design is not liable for these charges.
If customs fees are not paid and the package is returned, refunds or reshipments are only possible if the item returns to us in original condition.
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## 9. Cancellations
Because products are made-to-order:
- Orders can be cancelled **only before production begins** — use the cancellation link in the confirmation email.
- Once production begins, cancellation is not possible.
- Membership subscriptions, donations, tips, locked messages, and custom orders are non-refundable once processed.
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## 10. Contact & Support
For any returns, refunds, or questions:
**Email:** medellinmd@zohomail.com
**Business Address:**
Medellin Mafia Design
809 Marvelle Ln, Apt 107
Ashwaubenon, WI 54304
United States
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Thank you for shopping with us.
We value your satisfaction and are committed to quality and transparency.