Return & Refund Policy

At Sacher Print, every order is handled with care, precision, and attention to detail. We strive to make sure your items arrive exactly as described and in perfect condition. However, we understand that sometimes things don’t go as planned — and that’s where our Refund & Return Policy comes in.

This policy works hand-in-hand with our Cancellation & Change Policy, ensuring fairness and clarity for both our customers and our team.

Our Commitment to Quality

What Makes Sacher Print Different

All our products are made-to-order, meaning we start producing your item specifically for you right after purchase. Each piece is crafted, printed, or assembled according to your chosen specifications.

When Refunds or Returns Are Applicable

Refunds or returns are only accepted for defective, damaged, or incorrect items due to our fault. Because our items are custom-made, we can’t resell or repurpose them, which is why returns for personal errors or preference changes are not accepted.

Eligibility for Refunds and Returns

Defective or Damaged Items

If your item arrives damaged or defective, please contact us within 7 days of delivery. Provide clear photos or videos showing the issue. Once verified, we will gladly offer a replacement or a full refund.

Incorrect or Missing Items

If you received the wrong item or something is missing from your order, please email us right away. We will verify the error and arrange for a replacement or correction at no additional cost.

Non-Refundable Situations

We do not offer refunds or returns in these cases:

  • Incorrect color, size, or product type chosen by the customer
  • Change of mind after production has begun
  • Orders placed more than 4 hours ago that were not canceled in time
  • Delays caused by postal or customs services beyond our control

Important Note on Wrong Selections

Orders with Wrong Color, Size, or Type

Please double-check your order details carefully before checkout.
If an order was placed with the wrong size, color, or product variant, and we produced it correctly according to your selection, we cannot issue a refund, replacement, or exchange.

Custom and Personalized Items

Because personalized items are made specifically for you, they cannot be returned or refunded unless they arrive defective or with an error on our part.
We highly recommend confirming all customization details — such as text, spelling, color, and design options — before finalizing your purchase.

Return Process

Step 1: Contact Our Support Team

To start a return or refund request, please reach out to us within 7 days of receiving your item via:

Include:

  • Your order number
  • A brief description of the issue
  • Clear photos showing the defect or problem

Step 2: Provide Supporting Evidence

Our support team may request additional images or information to confirm the issue. This helps us ensure quick resolution and prevent unnecessary delays.

Step 3: Wait for Approval and Instructions

If your request is approved, we’ll send return or replacement instructions. Do not send any items back before receiving approval from our team.

Refund Process

How Refunds Are Issued

Refunds are typically issued back to your original payment method once we verify and approve the claim.

Refund Processing Time

Please allow 5–10 business days for the refund to appear in your account after approval, depending on your bank or card issuer.

Partial Refunds or Adjustments

In some cases, a partial refund may be issued if:

  • Only part of your order was affected
  • The issue does not significantly impact product use

Damaged or Faulty Products Policy

How to Report a Faulty Product

If you receive a damaged or faulty item, contact us within 7 days with:

  • Order number
  • Clear images or video showing the defect
  • A short explanation of the issue

We’ll quickly review your case and provide a resolution — either a replacement or a refund.

Proof Required for Review

To prevent misuse, all refund or replacement requests must include valid proof of defect or error.

Order Not Received

Lost Packages

If your package appears lost or hasn’t arrived after the estimated delivery time, contact us for help. We’ll investigate with the carrier.
If confirmed lost, we will resend or refund your order.

Wrong Shipping Information

Please ensure your shipping address is correct at checkout. If a package is lost due to incorrect address information provided by the customer, we cannot offer a refund or replacement.

Return Shipping Responsibility

Who Covers the Shipping Cost

  • If the error or defect is our fault, we cover all return or replacement shipping costs.
  • If the error was due to customer mistake, the buyer is responsible for all shipping fees and no refund will be issued.

Contact Information

If you have any questions about refunds, returns, or product quality, please reach out to us:

We respond to all requests as quickly as possible.

Conclusion

At Sacher Print, your satisfaction matters — but so does fairness. Because each product is made specifically for you, we can only accept returns or refunds in cases of damage, defect, or production error.

To avoid disappointment, please double-check all details before checkout, including size, color, product type, and personalization information. Our team is always here to help if you have questions before or after your purchase.

FAQs

1. Can I return my order if I don’t like it?
Unfortunately, no. Since our products are made-to-order, we only accept returns for damaged or defective items.

2. What if I ordered the wrong size or color?
Orders with wrong selections made by the customer are not eligible for refund or exchange. Please review all details carefully before checkout.

3. How long do I have to request a refund?
You must contact us within 7 days of receiving your order to request a refund or replacement.

4. Who pays for return shipping?
If the error is ours (wrong or damaged item), we cover shipping. If it’s due to incorrect customer input, the buyer is responsible for all shipping fees.

5. How long will it take to receive my refund?
Once approved, refunds are processed within 5–10 business days, depending on your bank or payment provider.