Refund policy

Last Updated: November 3, 2026

At BSTSTORE, customer satisfaction is important to us. We take pride in offering unique, made-to-order apparel, including T-shirts, hoodies, and sweatshirts.

Because our products are made specifically for each order through our Print-on-Demand (POD) production partners, our return and refund process is slightly different from that of traditional retail stores.

Please read this policy carefully before placing an order. By purchasing from BSTSTORE, you acknowledge that you have read and understood this policy, subject to your rights under applicable consumer protection laws.

1. RETURN ELIGIBILITY

Most BSTSTORE products are made to order. Each item is printed and prepared specifically for the customer after an order is placed.

For this reason, we generally do not accept returns or exchanges for the following situations:

The customer changes their mind after placing an order.
The customer selects the wrong size or color.
The customer orders an incorrect product or design.
The customer no longer wants the purchased item.
The product does not meet the customer's personal style or preference when it matches the description and specifications provided at the time of purchase.

However, we will review and assist with requests involving defective, damaged, incorrect, or misprinted products.

Nothing in this policy excludes any return, refund, replacement, cancellation, or other remedy required by applicable law.

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We want every customer to receive products that meet our quality standards.

If you receive an item that is:

Damaged during shipping.
Defective or has a manufacturing defect.
Printed incorrectly or has a significant printing error.
Different from the product you ordered.
Missing an item from your order.

Please contact us so we can investigate and provide an appropriate resolution.

Depending on the circumstances, the resolution may include:

A free replacement of the affected item.
A full or partial refund.
Another appropriate solution as required by applicable law.

Customers will not be required to pay return shipping costs for verified defective, damaged, or incorrectly fulfilled items where BSTSTORE is responsible for the issue.

In most cases, customers will not need to return a defective or damaged POD product unless we specifically arrange otherwise and applicable law permits it.

3. HOW TO REQUEST A RETURN, REPLACEMENT, OR REFUND

To report a problem with your order, please follow these steps:

Step 1: Contact us

Email our customer support team at:

dr.anhtuyen@gmail.com

Step 2: Provide your order information

Please include:

Your full name.
Your order number.
The email address used when placing the order.
A brief description of the issue.

Step 3: Provide supporting photos

For damaged, defective, or incorrect items, please attach clear photographs showing:

The entire product.
The affected or damaged area.
The product label, if relevant.
The shipping packaging, if the damage occurred during delivery.

For printing or manufacturing issues, please provide photographs that clearly show the problem.

Step 4: Wait for our review

Our team will review your request and may contact you for additional information.

We aim to respond within 2 business days.

Step 5: Receive a resolution

If your request is approved, we will explain the next steps, including replacement, refund, or another appropriate solution.

Please do not send any product back without receiving return instructions from our customer support team.

4. REPORTING TIMEFRAME

For damaged, defective, or incorrectly fulfilled products, we ask customers to contact us within 14 calendar days of delivery, whenever reasonably possible.

Please include all relevant information and photographs when submitting your request.

Our production partners may have separate claim-submission deadlines. We will make reasonable efforts to process claims within those deadlines.

For example, our POD production partner may require a manufacturing issue report within 30 calendar days of delivery.

Late reports will be reviewed on a case-by-case basis. This requested reporting period does not restrict any rights or remedies available to customers under applicable law.

5. SIZE AND COLOR ISSUES

Please carefully review the size chart, product description, and color options before completing your purchase.

Customers are responsible for selecting the correct size, color, and product variation when placing an order.

Because our products are made to order:

We generally cannot accept exchanges for incorrectly selected sizes.
We generally cannot accept exchanges for incorrectly selected colors.
We cannot guarantee that colors will appear exactly the same on every screen or device.

Minor variations in color appearance due to screen settings, lighting, or display technology are not necessarily product defects.

However, if an item is significantly different from its advertised description or specifications, please contact us for assistance.

6. ORDER CANCELLATIONS

Our products enter the production process shortly after an order is submitted.

If you wish to cancel an order, please contact us as soon as possible.

Before production begins:

We will make reasonable efforts to cancel the order and issue a full refund if the cancellation can be completed before production or fulfillment begins.

After production begins:

Orders that have entered production generally cannot be canceled because the products are being manufactured specifically for the customer.

However, cancellation requests will be reviewed in accordance with applicable consumer protection laws.

If BSTSTORE cannot fulfill an order within the promised shipping timeframe, we will notify the customer and provide the cancellation and refund options required by applicable law.

7. SHIPPING AND DELIVERY ISSUES

We work with third-party production and shipping partners to deliver orders to customers.

While we make reasonable efforts to ensure timely delivery, shipping delays may occasionally occur due to circumstances beyond our direct control.

Lost packages

If your order has not arrived within the estimated delivery timeframe, please contact us.

We will review the tracking information and coordinate with our fulfillment partner or shipping carrier.

If an order is confirmed lost, we will work with you to arrange an appropriate resolution, which may include a replacement or refund.

Incorrect shipping address

Customers are responsible for providing accurate and complete shipping information when placing an order.

If an incorrect address is provided, please contact us immediately.

We will attempt to correct the address if production and fulfillment status allow.

If the order has already shipped, address changes may no longer be possible.

Returned or undeliverable packages

If a package is returned because of an incorrect address, failed delivery, or other delivery issue, we will review the circumstances and contact the customer to determine the available options.

Any additional shipping charges will be communicated before a reshipment is arranged, where permitted by law.

These provisions do not limit any rights customers may have if a package is lost or undelivered due to an issue for which BSTSTORE is responsible.

8. REFUND POLICY

Refunds may be issued in the following circumstances:

A defective or damaged product is confirmed.
An incorrect product is delivered.
An order is canceled before production and cancellation is approved.
An order cannot be fulfilled.
A package is confirmed lost and a refund is the appropriate resolution.
A refund is otherwise required by applicable law.

Refunds will generally be issued to the original payment method used for the purchase.

If a refund is approved, we will initiate the refund within 5 business days, unless a different timeframe is required by law or payment-provider procedures.

Please note that banks and payment providers may require additional time to process and display the refunded amount.

Shipping charges will also be refunded where required by applicable law or where appropriate to the approved resolution.

9. EXCHANGES

Because our apparel products are made to order, we generally do not offer exchanges for changes in personal preference, size selection, or color selection.

However, if you receive a defective, damaged, or incorrect item, we may offer a replacement at no additional cost.

Replacement availability depends on the product, fulfillment partner, and circumstances of the issue.

Where a replacement is not available or appropriate, we may provide a refund or another remedy as required by applicable law.

10. NON-RETURNABLE ITEMS

Unless applicable law requires otherwise, the following situations are generally not eligible for return or exchange:

Products ordered in the wrong size by the customer.
Products ordered in the wrong color by the customer.
Products purchased by mistake.
Products that match their advertised description but are no longer wanted.
Products showing signs of customer-caused damage or misuse.

This section does not exclude defective or incorrectly described products from applicable consumer protection rights.

11. THIRD-PARTY FULFILLMENT

BSTSTORE works with third-party Print-on-Demand production and fulfillment partners to manufacture and ship products.

Our fulfillment partners may have specific requirements for reporting damaged, defective, or misprinted products.

We coordinate with these partners to investigate reported issues and arrange appropriate resolutions.

However, BSTSTORE remains the seller responsible for handling customer service requests and applicable obligations to customers.

Our use of third-party fulfillment providers does not reduce or remove any consumer rights under applicable law.

12. CUSTOMER RESPONSIBILITIES

To help us resolve issues efficiently, customers are encouraged to:

Review product descriptions and size charts before ordering.
Verify shipping details before completing checkout.
Inspect products upon delivery.
Contact us promptly if a problem occurs.
Provide accurate order information and supporting photographs when requested.

We will handle all requests fairly and review each situation individually.

13. CONSUMER PROTECTION RIGHTS

This policy is intended to operate in accordance with applicable consumer protection laws.

Nothing in this policy is intended to waive, limit, or exclude any rights or remedies that customers may have under applicable federal, state, or other consumer protection laws.

Where applicable law provides customers with additional or mandatory rights, those rights will take precedence over any conflicting provision in this policy.

For online orders, if BSTSTORE cannot ship merchandise within the promised timeframe, or within the applicable legal timeframe where no shipping timeframe was stated, we will provide the required delay notification, cancellation option, and refund in accordance with applicable law.