Refund Policy

Effective Date: May 23, 2025

At SubPort, we want you to be thrilled with your unique finds from our talented Creators! As the merchant of record, SubPort LLC handles all returns and refunds directly. Please read our policy carefully.

1. 30-Day Return Window

You have 30 calendar days from the date of delivery (for physical items) or purchase (for digital items) to request a return or refund.

2. Eligible Items for Return & Refund Conditions

2.1. Physical Items (Non-Print-on-Demand):

We accept returns for physical items only under the following conditions:

• Damaged Item: The item arrived damaged or defective.
• Wrong Item: You received an item that is different from what you ordered.
• We do not accept returns for buyer's remorse (e.g., you changed your mind, or the item doesn't quite fit your personal preference if it matches the product description).

2.2. Print-on-Demand (POD) Items:

For items fulfilled by Printful (our print-on-demand partner), our return policy aligns directly with Printful's policy. This typically means:

• Returns are accepted for damaged goods, manufacturing errors, or items fundamentally different from the ordered product.
• Returns are not accepted for buyer's remorse, incorrect size ordered by the customer, or change of mind, as these items are custom-made on demand.
• Please inspect your POD item upon receipt. If there's an issue, contact us immediately.

2.3. Digital Items:

All sales of digital items (e.g., digital art, e-books, downloadable content) are final.

• An exception will be made only if the digital file is proven to be corrupt or not as advertised (e.g., missing promised content, incorrect format). In such cases, a refund or replacement will be provided.

2.4. Non-Returnable Items:

In addition to the above, the following items are generally non-returnable:

• Personalized or custom-made items, unless proven defective or not as described.
• Items explicitly marked as "final sale."

3. How to Initiate a Return or Refund

To begin the return or refund process, you must contact SubPort Customer Support within the 30-day window:

• Contact Method: support@sub-port.com
• Please provide your order number, the name of the item(s) you wish to return, and a clear explanation (and ideally photos or videos for damaged/wrong items) of the issue.

4. Return Shipping (for Physical Items)

If your return request for a physical item is approved, we will assess who covers the return shipping fees on a transaction-by-transaction basis. In many cases, SubPort will provide a prepaid return shipping label or cover the cost of return shipping, especially if the item was damaged or incorrect. Further instructions will be provided by our customer support team.

5. Refunds

Once your returned item is received and inspected (for physical goods) or the issue with a digital item is confirmed, your refund will be processed.

• Refunds will be issued to your original method of payment.
• Please allow 5-10 business days for the refund to appear on your statement.
• Please note that the original shipping fees paid by the customer at the time of purchase are generally non-refundable unless the entire order was cancelled before shipment or there was an error on our part.

6. Dispute Resolution

SubPort is committed to resolving disputes fairly. If you have an issue with a product, please contact SubPort Customer Support first. We will work with you and the Creator to resolve the matter in accordance with this Return Policy.

7. Creator Responsibility

While SubPort manages the return process as the merchant of record, Creators are expected to cooperate in resolving product-related issues, especially concerning quality, accuracy of description, or non-delivery for items they are responsible for fulfilling.