Refund Policy

Last updated: October 29, 2026

This page is about money: when Ink Hug refunds, how much, how it reaches you, and how long each step takes. The practical steps for sending a pillow or blanket back, or swapping it for something else, are on our Returns & Exchanges Policy. The two pages work together, and the numbers on both are the same.

1. When you are entitled to a refund

You can ask for a refund in these situations:

• Change of mind within 60 days of delivery. Even though your pillow or blanket was personalized for you, you can send it back for a refund. We pay the return postage.
• A problem with the item. Damage in transit, a print defect, a faulty zipper or seam, or printed text that differs from your order notes.
• Wrong item. You received something other than what you ordered.
• Lost parcel. The carrier confirms the parcel is lost, or it cannot be found after we open an enquiry.
• Canceled order. You canceled within 24 hours of ordering, as explained on Cancel or Change an Order.
• Undeliverable parcel. The parcel came back to us and you prefer a refund to a reship.

2. How much is refunded

If you used a discount code on your order, the refund is the amount you actually paid for the returned item after the discount, not its full list price. If a discount applied to the whole order, it is shared across the items in proportion to their prices. We do not charge restocking fees, personalization fees or administration fees on refunds.

3. Refund timing: within 7 days

We issue refunds within 7 days of the moment the refund becomes due. That moment depends on the situation:

1. Returns: the day your returned item reaches us. Tracking on the prepaid label shows when that happens.
2. Claims that do not need the item back: the day we confirm your claim by email, for example after reviewing photos of a misprint.
3. Cancellations: the day we confirm your cancellation by email.
4. Lost parcels: the day we confirm with you that the parcel is treated as lost and you have chosen a refund rather than a reprint.

After we issue the refund, your bank, card issuer or payment provider handles the final step. Most show the money within a few business days, but some take longer to post it to your statement. We email you when we send the refund, so you have a date to quote if you need to ask your bank about it.

4. How to request a refund, step by step

1. Email support@inkhug.shop from the address you used at checkout, with “Refund” and your order number in the subject line.
2. Say which item the refund is for. In a multi-item order, name the product and the personalization, for example “the fleece throw with the grandkids collage”.
3. Tell us the reason in one or two sentences. For a change of mind, that is all we need. For a problem, attach a photo of the whole item and a close-up of the issue.
4. Say whether you prefer a refund or store credit. If you do not say, we will assume a refund to your original payment method.
5. Wait for our reply, which comes within 24 hours on business days, with either a free return label or confirmation that no return is needed.
6. Once the return arrives or the claim is confirmed, we issue the refund within 7 days and email you the date and amount.

What each refund status means

5. Where the refund goes

Refunds go back to the original payment method used at checkout. We cannot send a refund to a different card, a different account or a gift recipient. This protects you if someone else ever tried to redirect your money. If the original card has expired or been closed, your card issuer normally passes the refund to your new card or account; if it does not, contact them with the refund date from our email, and email us if you need anything from our side.

Payment options are shown at checkout. We will only ever ask for payment through checkout itself, never by email, and we will never ask you to send card numbers or passwords to support.

Refunds on gifts sent to someone else

When you send a pillow or blanket straight to a friend or relative, the refund still goes to you, the buyer, because it returns to the payment method used at checkout. The recipient does not see the amount, and we do not email them about money. If the recipient started the conversation with us, we will ask you to confirm the refund by replying from the email address on the order before we process it.

6. Store credit as an alternative

Some customers prefer store credit to a refund, for example when a blanket was a little too large and they plan to order a smaller throw for another person. Store credit is issued for the same amount as the refund would have been, on the same timing, and it never expires. You can use it on any product, on any future order. If you later change your mind and would rather have the money, email us before you spend the credit and we will look at what is fair.

7. Partial refunds and reprints

Sometimes the fairest outcome is not a full refund. For example, if a photo pillow is printed correctly but a small mark appears near the seam, you may prefer to keep it and receive part of the price back. We only offer a partial refund when you ask for one or agree to it; you can always choose a full refund with a free return, or a free reprint, instead.

When a reprint is the outcome, there is no charge for printing or shipping the replacement, and no refund is issued unless the reprint is also unsatisfactory. If the replacement then has a problem too, you can choose a refund at that point.

8. Refunds for canceled orders

You can cancel within 24 hours of placing your order. Because printing usually begins after that window, a cancellation inside it is refunded in full to your original payment method within 7 days of our confirmation email. After 24 hours, the order may already be in production; in that case you can still use the 60-day return route once it arrives, with return postage paid by us. Details are on the Cancel or Change an Order page.

9. Personalization and refunds

Every Ink Hug piece is personalized from the order notes box at checkout. We print what you write there; we do not send a proof or mockup first. That means a spelling mistake in the notes will be printed. We still accept the return and refund it within 60 days, with free return postage, because we would rather you end up with the gift you meant to give. If you want the same design with the text corrected, choose an exchange on the Returns & Exchanges page instead of a refund, and the corrected piece ships free.

10. Taxes and charges outside our control

Ink Hug does not collect sales tax at checkout, so there is no store-collected tax to refund. Import duties or taxes that a customs authority in Canada, Australia or New Zealand charged the recipient are set by that country. We cannot refund those amounts ourselves, but where the country’s rules allow a reclaim on returned goods, we are happy to provide the order details and return tracking you need for that claim. Currency conversion differences applied by your bank when the refund posts are also outside our control.

11. Chargebacks and payment disputes

If something has gone wrong, please email us first. We answer within 24 hours on business days and most refund questions are settled in one or two replies. Opening a dispute with your bank at the same time as a return can delay the refund, because the payment provider freezes the transaction while it investigates. If you have already opened a dispute, tell us, and we will share the same information with the provider so it can close quickly.

12. Examples

• The “Milo” dog pillow arrived with the name spelled “Mlio”. The order notes said “Milo”. This is our error: send a photo, choose a free reprint or a refund, and we may not need the pillow back.
• A sherpa blanket for a dorm room is no longer needed. Email within 60 days of delivery, we send a free label, and the refund is issued within 7 days of the blanket reaching us.
• The order was placed for the wrong date. Email within 24 hours and we cancel or change it with no charge. After that, return it within 60 days of delivery for a refund or exchange.
• The parcel to Auckland is lost. After the carrier enquiry, choose a reprint or a refund; the refund is issued within 7 days of that decision.
• Two of four name pillows are not needed. Keep the other two. Return the two you do not need within 60 days with our free label, and the refund for those two items is issued within 7 days of them reaching us.

13. Contact us about a refund

Email support@inkhug.shop with your order number and the word “Refund” in the subject. We reply within 24 hours on business days. You can also use our Submit a Ticket page for a pre-filled email, read the FAQs, or visit the Help Center.

Ink Hug, 5498 W Pulley Lane, Herriman, UT 84096, US.