Refund policy

Refund and Return Policy

Effective Date: November 21, 2025

Thank you for shopping with Whoops Creations. Because we provide customized, made-to-order, and digital creative services, our refund and return policies differ by product type. Please review the following carefully before placing an order.

1. General Policy on Deposits & Project Cancellation

50% Non-Refundable Deposit

All Custom Art, Graphic Design, and Custom Merchandise orders require a 50% non-refundable deposit before any work or production begins. This deposit covers consultation time, concept development, materials, and time allocated to your project.

If You Cancel the Project

The 50% deposit is retained by us.
If work completed at the time of cancellation exceeds the value of your deposit (measured in hours worked or materials purchased), you will be invoiced for the difference.

If We Cancel the Project

If we are unable to complete the project for reasons within our control, you will receive a refund for all payments made unless deliverables have already been approved by you.

2. Custom Merchandise & Physical Goods

Includes: apparel, hats, bags, cups, tumblers, UV DTF, sublimation, DTF transfers, and all heat-pressed items.

Final Sale Items

Certain items are final sale and cannot be returned or refunded.
You currently have 1 collection that is final sale (e.g., discontinued or specialty items).
If you want, I can help you word this more specifically.

We DO NOT Offer Refunds or Exchanges For:

  • Incorrect size ordered

  • Wrong color or personalization chosen by the customer

  • Spelling, date, or design errors after mock-up approval

  • Buyer’s remorse

  • Minor color variation between screens and printed goods

  • Design alignment variation within acceptable production tolerance

All custom merchandise is made specifically for you and cannot be resold.

We DO Offer Refunds or Replacements For:

  • Items that arrive materially flawed

  • Items damaged during shipping

  • Incorrect items sent (wrong size, design, or product)

Important:

Flaws or errors must be reported within 7 days of delivery with clear photos.

Returns Under Shopify’s New Rules

  • Returns accepted: Yes, for eligible products

  • Return window: 7 days from delivery

  • Customer pays return shipping

  • No restocking fee

  • Final sale collection is excluded from returns

3. Custom Art & Graphic Design Commissions

Includes logos, branding assets, digital illustrations, painted wood cutouts, traditional paintings, and other commissioned artwork.

Refunds

Refunds are not available once creative work has begun, because the value lies in time, skill, and intellectual effort.

Revisions

Your quote includes a set number of revision rounds (usually two).
Edits beyond the included rounds will be billed separately.

Project Satisfaction

We guarantee the final result will match the agreed-upon project brief.
Failure to approve the final concept after all included revisions does not qualify for a refund.

Non-Refundable Items

  • Graphic design services after final files have been delivered

  • Completed traditional art once approved and shipped

  • Custom pieces created specifically for you

4. Digital Patterns & Characters

All digital downloads—including seamless patterns, characters, clip art, and digital papers—have strict licensing terms.

Digital Items Are Final Sale

Because files are delivered instantly and are not returnable, all digital sales are final.

Exceptions (Where Refunds Are Allowed)

  • File corruption or unreadable files

  • Missing items in the download link

  • Duplicate accidental purchases (must be reported within 3 days)

5. How to Request a Refund, Return, or Replacement

To file a claim, please email info@whoopscreations.ca with:

  1. Your order number

  2. A description of the issue

  3. Photos or screenshots (required for physical-item claims)

  4. Whether you want a replacement or refund

We will reply within 3–5 business days.
Approved refunds will be processed to your original payment method or e-transfer within 10 business days.

6. Return Shipping Policy

For eligible returns:

  • Customers are responsible for return shipping costs

  • No restocking fees apply

  • Returns must be sent back in original, unused condition

  • Tracking is recommended; we are not responsible for lost return packages

7. Contact Information

For all refund, return, and replacement inquiries:

Whoops Creations
Email: info@whoopscreations.ca
Address: 281 Restigouche Rd Suite 213, Oromocto, NB