Introduction
Thank you for shopping with us. If you are not satisfied with your purchase, we are here to help.
What we can refund or replace
Because every item is printed to order, here is a clear summary of what is and is not eligible.
Eligible for a refund or free replacement (our responsibility):
- Items that arrive damaged, defective or misprinted.
- The wrong item, or an item that does not match its description.
- Orders lost or not delivered by the carrier when a correct and complete shipping address was provided (confirmed by a carrier trace).
Not eligible for a refund or free replacement (customer responsibility):
- A change of mind or buyer’s remorse on a personalized or made-to-order item once it has entered production.
- An incorrect, incomplete or insufficient shipping address that causes the parcel to be undeliverable, returned, unclaimed, abandoned or destroyed.
- A parcel that is unclaimed, or where delivery is refused.
- Ordering the wrong size, option or design by mistake.
- Digital products once they have been delivered or downloaded.
- Items marked as final sale.
Each of these is explained in full below.
Order changes and cancellations
Because our products are personalized and made to order, they enter production quickly, often within hours of your order. If you need to change or cancel an order, please contact us at help@pimpyworld.com with your order number as soon as possible. We will check whether your order can still be stopped, but once an item has entered production we are unable to change or cancel it, and a change of mind at that stage is not refundable. Please double-check your shipping address, size and personalization details before ordering, as each item is printed exactly as provided.
Refund + Returns Policy / Physical product
Our business model operates on a print-on-demand basis, which means the product is printed only upon receipt of your order. If an item arrives damaged, misprinted, or not as described, we will make it right — every time, on every product we sell. Contact us first at help@pimpyworld.com with your order number and photos or a short video of the issue. There is no need to ship the item back: once we verify the evidence, we arrange a free replacement or a refund within 24 hours.
In the event that personalized products are returned to us by the shipping company due to an incorrect shipping address or an unclaimed package, we regret to inform you that we will not be able to process a refund. It is the customer’s responsibility to monitor the tracking status and to take the necessary actions if the shipping company requires them to claim their package.
A small percentage of orders (around 3% to 5%) can run into a genuine fulfillment or carrier problem, such as an item damaged in transit, the wrong item being sent, an item that does not match its description, or a parcel lost by the carrier while in transit to a correct and complete address. If this happens, please contact us at help@pimpyworld.com with your order number and clear photographs or a short video of the issue. Once we have verified the evidence, we will make it right, at our discretion, with a free replacement, a refund, or store credit, normally within 24 hours. Complimentary replacements are sent using the original shipping method; if you would prefer a different shipping method, any difference in cost is your responsibility. This applies to problems that are our responsibility or the carrier’s fault; it does not apply to non-delivery caused by an incorrect, incomplete or insufficient shipping address, an unclaimed or refused parcel, or a change of mind, which are covered separately below.
Orders that cannot be delivered because of an incorrect, incomplete or insufficient shipping address are not eligible for a refund or a free replacement. Providing a correct and complete delivery address is the customer’s responsibility, and any parcel returned, held, abandoned or destroyed by the carrier for an address issue is the customer’s responsibility. See our Fulfillment & Shipping policy for details.
Issues must be reported within 30 days of the carrier’s recorded delivery date. If tracking shows your parcel as delivered but you have not received it, please tell us within 7 days of the delivery scan so we can open a trace or claim with the carrier. Approved refunds are issued to your original payment method within 10 business days.
For an order that has not yet been delivered, a lost-in-transit claim can only be finalized once the carrier’s investigation is complete. A parcel is considered in transit — not lost — while its tracking is still updating or while it is within our estimated delivery window (up to 30 days from dispatch), including statuses such as “in customs” or “out for delivery.” If tracking shows no movement for 30 days from dispatch, contact us and we will open a carrier investigation; where non-delivery to a correct and complete address is confirmed, we will issue a free replacement or a refund. See our Fulfillment & Shipping policy for details.
For any refund that is not due to our error — for example a change of mind, or a goodwill refund offered where one is not otherwise owed — third-party payment-processing fees are non-refundable. This never applies when the issue is our fault: refunds for damaged, misprinted, or undelivered items are always issued in full.
Goodwill gestures
Where a refund or replacement is not owed under this policy, we may, entirely at our own discretion, offer a goodwill gesture such as a one-time discount code or partial store credit. Any such gesture is offered purely as a courtesy, is not an admission of fault or liability, and does not create any entitlement to the same in the future or change this policy.
Payment disputes
If you have any problem with your order, please contact us at help@pimpyworld.com before opening a payment dispute or chargeback. Most issues are resolved within 24 hours. Because our policy terms and the carrier’s delivery evidence are documented, we will contest disputes raised for reasons that are excluded above, such as a change of mind or an incorrect shipping address.
Exceptions
Our damage and misprint remedy above applies to every product we sell — including personalized, discounted, and free-shipping items. What we cannot accept are change-of-mind returns on personalized or made-to-order products, digital products, and items marked as final sale, because each item is produced specifically for you.
Refund Policy / Digital goods
Digital products are delivered by Internet download only. After your purchase has been approved, we will process your order. Orders are typically processed within one (1) hour but could take as long as twenty-four (24) hours to complete. Once your order has been processed, we will send you a confirmation email using the email address you provided on our order form. This email will serve as your electronic purchase receipt and contain the information you need to access our product downloads. Our delivery email together with our server download logs constitutes proof of delivery for digital products.
Downloads from our servers are closely monitored to ensure you can successfully access our products. While we are flexible and allow you to complete a reasonable number of downloads, we will not tolerate download abuse. We reserve the right to terminate your access to our download servers. We stand behind our products, and your satisfaction with them is important to us. However, because our products are digital goods delivered via Internet download or email, we generally offer no refunds.
Because personalized and made-to-order items go into production quickly, please contact us as soon as possible if you change your mind — we will check whether your order can still be stopped, but once it has entered production we are unable to cancel it or refund a change of mind. Refund requests made after you have downloaded or received an email with our final product are handled on a case-by-case basis and are issued at our sole discretion. If any, refund requests must be made within ten (10) days of your original purchase.
Contact Us
If you have any questions, please contact customer service.
Email us at: help@pimpyworld.com