Refund and Return Policy

Our Pledge of Satisfaction and Quality

At NGUYEN THE LINH LLC, we believe that the final step of a transaction—the moment you hold the product in your hands—is the ultimate test of our brand’s promise. We have dedicated ourselves to creating custom print-on-demand products that exceed your expectations in creativity, craftsmanship, and durability. Every item you order from ntlinh.store, whether it is a graphic t-shirt, an artfully printed mug, or a decorative pillow, is produced specifically for you. There is no warehouse of pre-made goods where items gather dust; your order is a singular act of creation, translating your vision into a physical object with precision and care. This print-on-demand model is the cornerstone of our ability to offer exceptional customization, minimize waste, and deliver unique value.

Because your product is made solely for you, our Refund and Return Policy is crafted with a philosophy that balances the inherent nature of custom, made-to-order goods with an unwavering commitment to your protection as a consumer. We stand firmly behind the quality of our materials, the accuracy of our printing, and the integrity of our fulfillment process. If an item reaches you with a manufacturing defect, a print error, or damage sustained in transit, we consider it our absolute responsibility to make it right—quickly, fairly, and without unnecessary hassle. This policy is a manifestation of our core values of integrity, customer-centricity, and transparency. We do not use dense, legalistic language to obscure your rights; we use plain English to ensure you understand exactly what you can expect from us, and what we need from you, to resolve any issue.

The following policy is the comprehensive guide to our refund and return procedures. It has been written to address every common scenario and to provide clarity for the rare occasions when a product does not meet the exacting standards we set. We encourage you to read it thoroughly before making a purchase, and to keep it as a reference. Should you have any question that this policy does not answer, our customer support team is directly reachable at thelinhng98@gmail.com or by phone at +84362365830. Our physical headquarters at 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110 also serves as our official mailing address for returns and formal correspondence. We are here to serve you, and this policy is the formalization of our commitment to doing so with honor.

The Nature of Print-on-Demand and Our Return Philosophy

To fully understand our Refund and Return Policy, it is essential to appreciate the fundamental nature of a print-on-demand business. Unlike a traditional retailer that mass-produces identical shirts or mugs in standard sizes and colors by the thousands, NGUYEN THE LINH LLC produces each item individually, on-demand, only after you have placed your order and specified your unique design, product type, size, and color. This means that the product you receive is bespoke—a one-of-a-kind piece created from scratch to fulfill your personal request. There is no inventory bucket to restock it in; it is made for you and only for you.

This model grants you incredible creative freedom, but it also means that we cannot resell a returned item. A customized hoodie with your company’s logo, a specific family photo, or your unique artwork cannot be placed back on a shelf for another customer. For this reason, our baseline policy is that we do not accept returns or offer refunds for issues of personal preference, size selection errors, or changes of mind after an order has been successfully produced. We are transparent about this principle because it is the only way we can sustainably offer the degree of personalization and affordability that you enjoy. However, this baseline is not a shield for us to avoid accountability. It is simply an acknowledgment of the realities of custom manufacturing. In exchange, we offer a robust, no-nonsense guarantee against defects, damages, and fulfillment errors that is far more generous than many traditional retailers. Every policy on this page is built around that central compact: we guarantee the physical and visual integrity of what we ship to you, and if we fail in that guarantee, we bear the full cost of correction.

We implore you to carefully review your order before submission. Check your size against the detailed sizing charts provided on every product page. Review your uploaded design file for resolution, placement, and color accuracy utilizing our in-browser design preview tool. Confirm the shipping address. These small acts of diligence ensure that the custom product you receive is exactly the one you envisioned. We are here to help with any pre-order questions; our team can provide design advice or size recommendations if you are uncertain. A quick email to thelinhng98@gmail.com before you place an order can prevent a lot of disappointment later.

Eligibility for Returns and Refunds: When We Accept Returns

Our guarantee covers every single product we produce, but the specific circumstances under which we accept a return and issue a refund are limited to the following three categories. This clarity is designed to provide you with confidence: when we are at fault, we fix it without question.

Manufacturing Defects

A manufacturing defect is a flaw in the physical blank product itself, present before printing. This could manifest as a shirt with a pulled seam, a mug with a pinhole leak or a cracked glaze, or a pillow with a broken zipper. Our quality control team thoroughly inspects blanks before they enter the print queue, but the rare defect can slip through. If a product arrives with a structural or material flaw that renders it unusable or significantly different from standard specifications, it is eligible for a return and a full refund or replacement.

Print Errors

A print error occurs when the final printed design deviates materially from the design mockup you approved at checkout. Examples include: the design being printed at a grossly incorrect size, placed in the wrong location on the garment, printed in colors that are drastically different from the approved preview (for example, a design approved as navy blue printing as fluorescent orange), or missing significant elements that were present in the uploaded file and our generated mockup. Minor variations in color brightness or saturation that fall within the natural gamut limitations of digital-to-physical printing are not considered print errors. If we significantly misprint your design relative to what you approved, we own that mistake completely.

Items Damaged in Transit

We package every order with meticulous care to withstand the rigors of shipping. Apparel is sealed in protective poly-mailers; mugs are secured in double-wall boxes with foam or air-cushion inserts. Despite these precautions, carriers can sometimes mishandle packages. If your item arrives with clear shipping damage—for example, a crushed box resulting in a shattered mug, a poly-mailer that was torn open causing stains on the garment, or an item that is water-damaged—it is eligible for a refund or replacement.

For all three of these categories, we require clear photographic evidence to process your claim. This evidence is not an obstacle designed to frustrate you; it is the tool that allows us to instantly validate your issue, file a claim with our production partners or shipping carriers as necessary, and take systemic corrective action. A few clear digital photos sent to thelinhng98@gmail.com can expedite a resolution in under 24 hours.

Items Not Eligible for Return or Refund

Transparency requires that we clearly state the types of issues that fall outside our return eligibility. You, as the customer, bear responsibility for the choices made during the order configuration process. The following circumstances are not eligible for returns, refunds, or exchanges.

Incorrect Size Due to Customer Selection

If you order a size Medium t-shirt and the product tagged Medium arrives, but it does not fit you as you expected, we cannot accept a return. This is the case even if you typically wear Medium in other brands. Sizing varies significantly between manufacturers. To mitigate this, we provide a detailed, product-specific size chart on every apparel page, with measurements in inches for chest width, body length, and sleeve length. Please measure a similar garment you already own and compare it to our chart before selecting a size. Our support team can assist you in interpreting the chart if you are between sizes.

Buyer’s Remorse or Design Dissatisfaction

Once a custom-printed item is produced, we cannot cancel the order or accept a return simply because you have changed your mind, no longer like the design, found a similar product elsewhere, or the gift recipient did not react as enthusiastically as you hoped. This is the essence of custom manufacturing. We encourage you to be fully committed to your design before placing the order.

Errors in User-Uploaded Artwork

We print the design file you upload. If the artwork file you provided is of low resolution and prints with visible pixelation, if it contains a typographical error, or if the image has artifacts that were present in the source file, we cannot be held responsible for the output. Our design interface does provide warnings for low-resolution images, but the final responsibility for the quality of the uploaded file lies with you. We recommend uploading images at 300 DPI (dots per inch) at the intended print size for optimal clarity.

Minor Color Variations

Computer monitors, phone screens, and tablet displays all render color differently based on their calibration, brightness settings, and display technology. The printed colors on a final product will appear slightly different from how they do on your screen. This is a universal physical constraint of digital commerce. Our printers are professionally color-calibrated, and we use industry-standard CMYK color profiles to ensure accurate reproduction. However, a print that is a shade darker or slightly different in tone than what you saw on your monitor is not considered a defect or a print error, provided the color is within a reasonable spectrum. If you require exact Pantone color matching, that is a specialized service beyond our standard print-on-demand offering, and you should contact us before ordering to discuss feasibility.

Address Errors and Unclaimed Packages

If you provide an incorrect or incomplete shipping address at checkout and the package is returned to our fulfillment center, we will contact you to arrange re-shipment at your expense. We do not offer refunds for packages lost due to customer-provided address errors. If a package is marked “Unclaimed” or “Returned to Sender” because you did not collect it or refused delivery, the same policy applies; the product cost cannot be refunded, as it is a custom-made item. In cases where the package is not returned to us at all, we cannot offer compensation.

Timeframe for Initiating a Return Request

We respect your time and the need for a prompt resolution when something goes wrong. All return and refund requests must be initiated within 30 calendar days from the date the order was marked as delivered according to the carrier’s tracking information. This 30-day window provides ample time for you to inspect your package upon receipt, identify any issues, and contact us. For gifts that you order for others, we recommend alerting the recipient to open and inspect the item promptly upon arrival.

If you initiate a request after the 30-day window, we will review it on a case-by-case basis, but the statutory return period is our standard. In the event a package is lost in transit and never marked as delivered, different rules apply, as outlined in our Shipping Policy. The clock for defective items does not begin until you actually receive the product.

We strongly advise you to inspect your order immediately upon delivery. Open the package, try on the garment to verify fit (without removing tags), and hold the mug up to the light. Do not wait for weeks, as the longer you delay, the harder it can be to determine whether a defect existed at the time of delivery or occurred through use.

The Return Merchandise Authorization (RMA) Process

We have established a clear, orderly process for returns that protects both you and our production timeline. Returns are never to be shipped back without prior authorization. An unauthorized return sent to our address will likely be misidentified, delayed, or lost, and we will not be able to process a refund. To initiate a return, follow these steps meticulously. The average resolution time for a correctly filed RMA request is under 48 hours from initial contact to the issuance of a replacement order or refund.

Step 1: Contact Our Support Team

Send an email to thelinhng98@gmail.com with the subject line “Return Request – Order #[Your Order Number]”. In the body of the email, please include:

• Your full name and the email address used to place the order.

• The order number, which can be found in your order confirmation email.

• A clear, specific description of the issue. For example: “The left sleeve seam on the medium men’s crewneck sweatshirt is coming apart,” or “The custom photo mug arrived shattered into several pieces.”

• High-quality digital photographs that clearly show the defect, damage, or print error. For apparel, lay the garment on a flat surface and take a photo that shows the full item and a close-up of the defect. For mugs, photograph the damage from multiple angles. For a print error, include a screenshot of the approved mockup alongside a photo of the received product. The more evidence you provide upfront, the faster our team can adjudicate your claim.

Step 2: Receive Your RMA Number and Instructions

Our support team will review your email, typically within one business day, but often much faster during operational hours. If your claim is approved, you will receive a reply containing a unique Return Merchandise Authorization (RMA) number and detailed return shipping instructions. This RMA number is vital. It is the tracking code that links your physical package to your case in our system. Do not ship anything back until you have this number.

Step 3: Preparing and Shipping the Return

Follow the return shipping instructions provided. In cases of verified manufacturing defects, print errors, or shipping damage, we will provide a pre-paid return shipping label via PDF attachment. You simply need to print this label, securely repackage the item in its original packaging (or equivalent durable packaging), affix the label, and drop the parcel at the designated carrier’s location. In rare instances where a defect is minor or a claim is being evaluated, we may request that you ship the item back using your own postage, and if the defect is confirmed upon inspection, we will refund your reasonable return shipping cost. You must write the RMA number clearly on the outside of the package, either on a separate sheet of paper inside a clear plastic pouch or on the box itself near the label.

We highly recommend that you retain your drop-off receipt and note the return tracking number. This provides you with proof of shipment and allows you to monitor the package’s journey back to our returns center. NGUYEN THE LINH LLC is not liable for return packages lost in transit if you cannot provide a valid tracking number.

Step 4: Inspection and Resolution

Once the returned package is received by our facility, our quality assurance team will inspect the item to confirm the defect or error as described. We will cross-reference the RMA number. You will receive an email updating you on the status. Upon confirmation, we will process your chosen resolution: either a full refund to your original payment method, or a free replacement shipped to you with a new order number and expedited production. The target is to complete this inspection within 3 business days of receipt.

Defective, Damaged, or Incorrect Items: Our Guarantee in Action

This section expands on our promise to handle issues that are clearly our fault. Our goal is to make it so effortless for you to get a replacement or refund that you walk away from the experience with renewed trust in our brand.

Receiving the Wrong Item

If the product you receive is completely different from what you ordered—for instance, you ordered a large black t-shirt with a custom cat illustration but received a medium white t-shirt with someone else’s dog illustration—this is a fulfillment mix-up. Email us with photos of the incorrect item and its tag, and we will immediately authorize a replacement of your correct order at no cost to you. In most cases, we will not require you to return the wrong item; you may keep it, donate it, or discard it. We believe in fixing the error with minimal inconvenience to you.

Receiving a Damaged Item

Unbox your order carefully. If you see that the external packaging is visibly crushed or torn, take a photo of the unopened package first, then open it and photograph the damaged product inside. This contextual evidence is often required by the shipping carrier to approve a claim, and it helps us advocate on your behalf. Once you provide the photos, we will dispatch a replacement without waiting for the return of the damaged item. The safety hazard of broken ceramic or glass is a factor we take seriously, and we do not want you to handle or ship back shattered pieces.

Persistent Quality Issues

In the exceptionally rare event that a replacement item also arrives with a defect, we will again investigate. If a systemic problem is identified (for example, a bad batch of blanks from a supplier), we will halt production of that SKU temporarily and offer you a full refund or a substitute product of equal value. We would rather lose a sale and gain your trust than send a substandard product a third time.

Refund Processing and Timelines

The speed and certainty of your refund are matters of pride for us. Once a return is approved and, if required, the item has been inspected and confirmed, we initiate the refund instantly through our secure Stripe payment gateway, the same system you used to pay. Refunds are always returned to the original payment method—whether that be a credit card, debit card, Apple Pay, or Google Pay account.

You will receive a notification email from us confirming that the refund has been initiated. The timeline for the funds to appear in your account is determined by your financial institution, not by us. As detailed in our Payment Methods page:

• Credit and debit card refunds typically reflect within 5 to 10 business days.

• For digital wallets like Apple Pay and Google Pay, the refund is issued to the virtual card account and will be routed to the underlying payment card; the timeline is similar.

• If 10 business days have passed and you have not seen the refund, contact us, and we will provide the Acquirer Reference Number (ARN) for your bank to trace the transaction.

We do not issue refunds in the form of company checks, cash, or store credit unless the original payment method is no longer valid and the funds cannot be returned via Stripe. In such unique situations, we will coordinate with you directly.

Exchanges and the Fastest Path to a Correct Product

We generally do not process an “exchange” in the traditional retail sense of returning one item and then ordering a different size or style. Because all items are custom-made, we handle corrections by issuing a replacement order. If your item is defective or incorrectly printed, we will immediately place a new order into our production queue for the correct product. This replacement is prioritized to ship as quickly as possible, and you do not need to wait for the return to be received and inspected. This approach gets the correct product into your hands far faster than a traditional exchange model.

If you need a different size or a different product entirely, but the original item was correctly produced, we cannot accommodate an exchange. This falls under the category of buyer’s preference. However, you are always welcome to place a new order for the desired item, and as a gesture of goodwill, our support team is often able to provide a small discount code for a future order if you reach out and explain the situation.

Shipping Costs for Returns

The financial allocation of return shipping costs is clear-cut and designed to be fair.

• If the return is due to a manufacturing defect, print error, wrong item sent, or damage in transit, NGUYEN THE LINH LLC covers the cost of return shipping. We will provide a pre-paid shipping label. You are not expected to pay a cent to correct our error.

• If a return is attempted for a reason not covered by our policy (i.e., size selection error, buyer’s remorse) and we, as an exceptional courtesy, agree to review the case, you will be responsible for the full cost of return shipping, and the original outbound shipping cost is also non-refundable. Any refund in such a discretionary scenario would be of the product price only, minus a potential restocking fee if applicable. However, such discretionary acceptances are extremely rare and decided on a case-by-case basis.

Chargebacks and Payment Disputes

We view a chargeback—a formal reversal of a credit card transaction initiated by the customer through their bank—as a last-resort mechanism for situations where a merchant has been genuinely fraudulent or unresponsive. We ask that you not initiate a chargeback without first contacting us to resolve the issue. Our support channels are responsive, our policy is fair, and we are always willing to work with you. Filing a chargeback prematurely introduces a lengthy, adversarial process with your bank, adds fees that we may be forced to pass on if the dispute is found in our favor, and severely damages the relationship.

If you have an unresolved complaint, please email thelinhng98@gmail.com or call +84362365830. We are confident we can resolve it amicably. If a chargeback is filed, we will provide all documentation—including your order mockup, our terms, this policy, and any communication records—to the bank. Should the chargeback be decided in our favor (meaning the bank agrees that the product was correctly delivered as described), you remain liable for the original purchase price.

How to Reach Our Returns Department

All returns and refund inquiries are managed by our dedicated Returns Resolution team, which operates under the same high standards as every other part of our company.

Primary Contact Email: thelinhng98@gmail.com (Preferred for detailed, photo-supported claims)
Phone Support: +84362365830 (For urgent queries or to discuss a claim in progress)
Mailing Address for Authorized Returns:
NGUYEN THE LINH LLC
Attn: Returns (RMA #[Your RMA Number])
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
USA

Please note that this address is for authorized returns only. Any package sent without a clearly marked RMA number will be refused or significantly delayed.

Final Word: Our Reputation is Your Guarantee

NGUYEN THE LINH LLC is built on the principle that a business can be both profitable and deeply ethical. This Refund and Return Policy is a living document that reflects our commitment to running a company where customers are treated as we would want to be treated. The vast majority of our orders are fulfilled perfectly and bring joy to our customers. For the small fraction that do not, this policy exists as your bill of rights. We encourage you to read it in conjunction with our Terms and Conditions and our Shipping Policy to fully understand the framework that governs your purchase.

Thank you for trusting us with your creative vision. We look forward to delivering a product that you will love, and in the unlikely event that you do not, we look forward to making it right.