Refund policy

Last updated: May 25, 2026

At RKIVE.IT Shop, every product is made-to-order specifically for each customer. Because many of our items are personalized or custom-produced, our refund and return policy differs from traditional retail stores.

Please read this policy carefully before placing an order.

1. Made-to-Order & Personalized Products

Many RKIVE.IT products are custom-created after an order is placed, including:

  • T-shirts

  • Hoodies

  • Glassware

  • Puzzles

  • Playing cards

  • Ping pong balls

  • Mugs

  • Personalized gifts and keepsakes

Customers may also upload their own designs, photos, logos, graphics, or custom text for selected products.

Because these products are custom-made specifically for you, personalized items are generally non-returnable and non-refundable unless they arrive defective, damaged, or incorrect.

2. Eligible Refund & Replacement Situations

We will gladly offer a replacement, store credit, or refund if:

  • The item arrives damaged

  • The item arrives defective

  • The wrong item was received

  • The product has a manufacturing or print quality issue

  • The personalization differs significantly from the approved order details

To qualify, you must contact us within 7 days of delivery and provide:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

Requests submitted without photo evidence may be denied.

3. Non-Refundable Situations

We do not offer refunds or returns for:

  • Buyer’s remorse

  • Incorrect sizing selected by the customer

  • Color differences caused by screen/monitor settings

  • Minor print placement variations

  • Slight production variations common in print-on-demand manufacturing

  • Spelling, grammar, or customization errors submitted by the customer

  • Low-quality images uploaded by customers

  • Delays caused by shipping carriers

  • Orders marked as delivered by the carrier

Customized and personalized products cannot be resold and therefore are not eligible for standard returns.

4. Customer-Uploaded Designs & Content

Customers are fully responsible for ensuring uploaded files, graphics, text, and images are:

  • Correct

  • High quality

  • Properly sized

  • Free from spelling or formatting errors

RKIVE.IT is not responsible for issues resulting from customer-provided content, including blurry images, low-resolution uploads, or design mistakes approved during checkout.

By uploading content, customers confirm they have the legal right to use the uploaded materials.

5. Order Cancellations & Changes

Because orders enter production quickly, cancellations or modifications are only possible for a limited time after purchase.

  • Orders may only be canceled before production begins.

  • Once production has started, orders cannot be canceled or modified.

  • Personalized products cannot be edited once submitted to production.

If you need assistance, contact us immediately after placing your order.

6. Non-Personalized Product Returns

For non-personalized items only, return requests may be accepted within 14 days of delivery if:

  • The item is unused

  • The item is in original condition

  • The item is returned in original packaging

Customers are responsible for return shipping costs unless the return is due to our error.

We reserve the right to deny returns that do not meet these conditions.

7. Refund Processing

Approved refunds will be issued to the original payment method.

Please allow:

  • 5–10 business days for processing after approval

  • Additional time depending on your bank or payment provider

Shipping costs are generally non-refundable unless the issue was caused by our error.

8. Lost, Stolen, or Delayed Packages

RKIVE.IT is not responsible for packages lost, stolen, or delayed after they have been transferred to the shipping carrier.

If your package is marked delivered but cannot be located:

  • Please contact the shipping carrier first

  • Verify the shipping address entered during checkout

  • Check with household members or neighbors

We may assist with carrier claims when possible but cannot guarantee reimbursement for carrier-related issues.

9. Chargebacks & Fraudulent Claims

We reserve the right to dispute fraudulent chargebacks or abuse of this policy.

Customers who intentionally misuse the refund system may be restricted from future purchases.

10. Contact Us

For refund or return requests, please contact us through:

shop.rkive.it.com/contact

Please include your order number and photos of the issue when applicable.