Return Policy

1. General Return Policy

This policy works in conjunction with our Refund Policy and Terms of Service to form the complete purchase agreement between you and us.

• All return requests must be submitted through our official channel: support@trinmama.com.
• We reserve the right to make the final decision on all return requests based on the conditions outlined below.
• This policy applies equally to domestic and international orders, except where explicitly stated otherwise.

2. Order Cancellation Policy

Since all our products are custom-made on demand, order cancellations are subject to strict time limits:

• Cancellation before production: You may request a full cancellation and refund within 24 hours of placing your order while the order status is "Pending Production".
• Cancellation during/after production: No cancellations or refunds will be accepted once your order has entered the production process, even if less than 24 hours have passed. This is because we immediately begin manufacturing your unique product once production starts.
• Cancellation after shipping: No cancellation requests will be accepted once the order has been shipped.

Important Notice: Once production begins on any custom product, we cannot change your design, modify your shipping address, or cancel your order. Please double-check all information carefully before submitting your order.

3. Custom / Personalized Items Return Policy

ALL CUSTOM/PERSONALIZED PRODUCTS ARE FINAL SALE AND NOT ELIGIBLE FOR NO-QUESTIONS-ASKED RETURNS. This is a standard industry practice for POD businesses and is legally recognized under the EU Consumer Rights Directive and other global consumer protection laws as an exception to the general right of withdrawal.

We will only accept returns for custom/personalized items in the following circumstances:

• The product has a clear manufacturing defect (e.g., printing error, significant color discrepancy, material damage)
• We shipped the wrong product (e.g., incorrect size, color, or design)
• The product was severely damaged during shipping

4. Standard Non-Custom Items Return Policy

For the limited number of non-custom standard products we offer, you are entitled to the following return rights:

• US orders: 30-day no-questions-asked return window from the date of delivery
• EU/EEA and UK orders: 14-day cooling-off period from the date of delivery (in compliance with the EU Consumer Rights Directive)
• Rest of World orders: 14-day no-questions-asked return window from the date of delivery

Products eligible for no-questions-asked returns must meet the following conditions:

• Unused, unworn, and unwashed
• In their original packaging with all tags and labels intact
• In resalable condition with no signs of damage or wear beyond normal inspection handling

5. Eligible and Non-Returnable Items

5.1 Eligible for Return (Non-Custom Items)

• House Flags & Garden Flags (unused, in original packaging)
• Tote Bags (unused, unwashed, tags attached)
• Mugs (unused, in original packaging)
• T-Shirts (unworn, unwashed, tags attached)
• All other non-custom standard products listed on our website

5.2 Non-Returnable Items

• All custom/personalized items (unless defective or incorrect due to our error)
• Items returned after the applicable return window
• Items not in original condition (used, washed, worn, damaged, or altered)
• Items without proof of purchase
• Free gift items that are not returned with the original order
• Any products purchased from third-party sellers or other websites

6. Damaged, Defective or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please follow this process:

Submit your request: Send an email to support@trinmama.com within 7 days of delivery. Requests submitted after this period will not be accepted.

Provide evidence: Your email must include:

• Your order number
• Clear photos of the problematic product (at least 3 photos showing the issue clearly)
• Photos of the outer shipping box (if there is shipping damage)

Resolution options: We will review your request within 24 business hours and offer you the following two options:

• Free reprint/replacement: We will reproduce and ship a brand new product to you at no cost
• Full refund: We will issue a complete refund including the original shipping costs

POD Special Handling: For low-value small items such as mugs, flags, stickers, and keychains, you do not need to return the original product. We will process your reprint or refund immediately after approval. For larger items (e.g., blankets, canvas prints, wall art), we may require you to return the original product and will provide a prepaid return label.

7. How to Initiate a Return

To initiate a return for eligible non-custom items:

1. Contact us at support@trinmama.com with your order number and reason for return.
2. Our team will review your request within 1–2 business days. If approved, we will send you a return shipping label (for US orders) or return instructions (for international orders).
3. Pack the item securely in its original packaging to prevent damage during transit.
4. Ship the item back using the provided label or the carrier of your choice (for international orders).
5. Once we receive and inspect the returned item, we will process your refund within 1–2 business days.

8. Return Shipping Costs

US Domestic Returns:

• Returns due to our error (defective product, wrong item shipped): We provide a prepaid return label at no cost to you.
• No-questions-asked returns: Customer is responsible for return shipping costs.

International Returns:

• Returns due to our error: We provide a prepaid return label for eligible countries.
• No-questions-asked returns: Customer is responsible for all return shipping costs, including any import duties or taxes.

Original shipping costs: Will only be refunded if the return is due to our error.

9. International Orders Special Notes

• EU/EEA and UK Customers: You have a 14-day cooling-off period for non-custom items, but this right does not apply to custom-made products as explicitly stated in Article 16 of the EU Consumer Rights Directive.
• Australian Customers: You are entitled to consumer rights under the Australian Consumer Law for defective products.
• Canadian Customers: You are entitled to consumer rights under Canadian consumer protection laws.
• All international returns must be shipped within 14 days of return approval. We are not responsible for items lost or damaged during return shipping.

10. Refund Processing After Return

Once we receive and inspect your returned item:

• We will initiate your refund within 1–2 business days.
• Refunds will be issued to the original payment method used at checkout.

Processing times vary by payment provider:

• Credit/Debit Card: 5–10 business days
• PayPal: 3–5 business days
• Apple Pay/Google Pay: 5–10 business days

Please refer to our Refund Policy for complete details on refund processing times and methods.

11. Contact Us

If you have any questions about this Return Policy or need to initiate a return, please contact us at:

• Email: support@trinmama.com
• Business Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC-5)
• Response Time: We will reply to all emails received during business hours within 24 hours.