Refund policy
RETURN & EXCHANGE POLICY
Our Return Policy
We want you to love your TAO Infinity products. However, since all items are custom-made to order specifically for you, we have a structured return policy that balances quality assurance with sustainable business practices.
Return Window: 30 days from delivery date
What We Accept Returns For
Defective or Damaged Products:
- Manufacturing defects (stitching issues, printing errors, fabric flaws)
- Items damaged during shipping
- Wrong item received (different product than ordered)
- Wrong size sent (our error, not customer error)
- Significantly different from product photos/description
Our Quality Guarantee:
If your item arrives with any manufacturing defect or damage, we'll replace it free of charge or issue a full refund including original shipping costs.
What We Do NOT Accept Returns For
- Change of mind or buyer's remorse
- Wrong size ordered (please see our exchange policy below)
- Color differences due to screen settings or lighting
- Normal wear and tear after use
- Items that have been worn, washed, or altered
- Items with tags removed
- Custom or personalized products (unless defective)
- Sale or discounted items (unless defective)
Why? All our products are made-to-order and cannot be resold. We produce each item specifically for you to minimize waste and environmental impact.
Size Exchanges
We understand sizing can be tricky when shopping online. Here's our exchange policy:
One-Time Size Exchange Available:
- Must be requested within 14 days of delivery
- Item must be unworn, unwashed, with original tags attached
- Item must be in original packaging
Size Exchange Costs:
- Switzerland: Customer pays return shipping (CHF 8) + CHF 15 restocking/reproduction fee
- EU Countries: Customer pays return shipping (€9-12) + €15 restocking/reproduction fee
How Size Exchanges Work:
1. Contact us at info@taoinfinity.com within 5 days
2. Receive return authorization and instructions
3. Ship item back to us (at your cost)
4. Once received and inspected, we'll produce your new size
5. New item ships within 2-4 business days
Important: Please review our size charts carefully before ordering. We provide detailed measurements for every product to help you choose correctly.
Return Shipping Costs
Switzerland (Domestic):
- Defective/damaged items: Customer pays return shipping initially; we reimburse upon confirmation of defect
- Size exchanges: Customer pays return shipping (approximately CHF 8)
EU Countries (Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Italy, Liechtenstein, Netherlands, Poland, Portugal, Slovakia, Spain, Sweden):
- Defective/damaged items: Customer pays return shipping initially; we reimburse upon confirmation of defect
- Size exchanges: Customer pays return shipping (€9-12 depending on country)
Why customers pay return shipping from EU countries: As a small Swiss business using print-on-demand, we cannot absorb international return shipping costs while remaining sustainable. We appreciate your understanding.
How to Request a Return
Step 1: Contact Us
Email info@taoinfinity.com within 30 days of delivery with:
- Order number
- Photos of the defect/damage (if applicable)
- Reason for return
- Preferred solution (refund or replacement)
Step 2: Wait for Authorization
We'll review your request within 24-48 hours and send you:
- Return authorization number (required for all returns)
- Return shipping address
- Return instructions
- Prepaid label (Switzerland only, for defective items)
Step 3: Ship the Item
- Pack item securely in original packaging
- Include return authorization number
- Ship to provided address
- Keep tracking information
Step 4: Receive Refund or Replacement
- We inspect returns within 3-5 business days of receipt
- Approved refunds processed within 14 days to original payment method
- Replacements produced and shipped within 2-4 business days
Return Requirements
For your return to be accepted, items must be:
- Unworn and unwashed
- With original tags attached
- In original packaging
- Returned within 30 days of delivery
- Accompanied by return authorization number
We reserve the right to refuse returns that don't meet these conditions.
Refund Information
What Gets Refunded:
- Full product price
- Original shipping costs (only for defective/damaged items)
What Doesn't Get Refunded:
- Return shipping costs (except defective items from Switzerland)
- Restocking fees for exchanges
Refund Timeline:
- Inspection: 3-5 business days after we receive your return
- Processing: 5-14 business days to original payment method
- Bank processing: Additional 3-10 business days (varies by bank)
Refund Method: Original payment method only (credit card, PayPal, etc.)
Damaged or Defective Items
If your item arrives damaged or defective:
Immediate Action Required:
1. Photograph the defect and packaging within 48 hours of delivery
2. Email us at [your-email] with photos and order number
3. Do not discard packaging or items until we respond
Our Response:
- We'll review your claim within 24 hours
- For confirmed defects: FREE replacement shipped immediately OR full refund
- No need to return defective items in most cases (we may request return for quality control)
We stand behind our quality 100%.
Wrong Item Received
If we sent you the wrong item:
- Contact us immediately with photos
- We'll ship the correct item at no cost
- We'll provide prepaid return label for wrong item (all countries)
- You keep the wrong item or return it (your choice)
Lost or Stolen Packages
If tracking shows "Delivered" but you didn't receive it:
1. Check with neighbors and household members
2. Verify shipping address was correct
3. Wait 24-48 hours (sometimes marked delivered early)
4. Contact us if still missing
Our Policy:
- We'll file a claim with the carrier
- If carrier confirms loss: Free replacement or full refund
- If carrier confirms delivery to correct address: Customer responsible (we recommend filing police report for stolen packages)
Cancelled Orders
Can I cancel my order?
Orders can be cancelled only within 4 hours of purchase, before production begins.
After 4 hours, your item is already in production and cannot be cancelled. Since items are custom-made specifically for you, we cannot cancel orders once production has started.
To request cancellation within 4 hours: Email info@taoinfinity.com with your order number immediately.
International Returns (EU Countries)
Return Address:
[Your return address in EU - likely your Printful facility address]
Customs Forms:
- Mark package as "Return" on customs form
- Declare actual product value
- No customs fees should apply for returns within EU
Important: Use tracked shipping when returning from international locations. We are not responsible for returns lost in transit.
Restocking Fees
Restocking fees apply ONLY to size exchanges:
- CHF 15 (Switzerland)
- €15 (EU countries)
This fee covers:
- Inspection costs
- New production costs
- Processing and handling
- Shipping materials
No restocking fees for defective, damaged, or incorrect items.
Custom/Personalized Items
Items with custom text, names, or personalized designs cannot be returned unless defective.
Please review all personalization details carefully before completing your order. We are not responsible for typos or errors in custom text you provide.
Final Sale Items
Items marked as "Final Sale" or purchased during promotional sales cannot be returned unless defective.
This will be clearly marked on product pages and at checkout.
EU Consumer Rights
If you are an EU consumer, you have the right to cancel your purchase within 14 days of receipt for made-to-order products, subject to our return conditions and restocking fees outlined above.
Contact Us
Return Inquiries:
Email: info@taoinfinity.com
Response time: Within 24-48 hours (Monday-Friday, excluding Swiss holidays)
Include in your email:
- Order number
- Clear photos (if applicable)
- Detailed description of issue
- Preferred resolution
Our Commitment
We're committed to your satisfaction while operating a sustainable, waste-free business. Our made-to-order model means we don't produce excess inventory, but it also means we must have clear policies on returns.
If you have any questions about our return policy before ordering, please contact us. We're here to help!