Refund policy

Last updated: September 3, 2026

Every product sold by Ugly Sweater Store is made through print-on-demand production after an order is placed. We do not hold finished product inventory.

Because each product is produced for an individual order, the store does not accept returns, refunds, or exchanges for a change of mind, an incorrectly selected size, or a customer preference.

This policy does not limit any consumer right that cannot be excluded under applicable law.

1. Order Cancellation and Modification

Customers may request an order cancellation, address correction, or other modification within 4 hours of purchase.

Email support@uglysweater.store and include:

  • The order number

  • The email address used at checkout

  • CANCEL or EDIT in the email subject

After the 4-hour window closes, production may begin. An order cannot be cancelled or changed after production starts.

2. Damaged, Defective, Misprinted, or Incorrect Products

Contact support@uglysweater.store within 30 days of delivery if a product:

  • Arrives damaged

  • Has a manufacturing defect

  • Has a printing error

  • Does not match the product ordered

  • Does not match the measurements published on the product page

Include:

  • The order number

  • The email address used at checkout

  • A clear photo of the problem

  • A photo of the complete product laid flat

  • A photo of the shipping label

  • For a measurement issue, a photo of the size label and a photo showing the product measurements with a measuring tape

The customer does not need to return an approved faulty product. Do not mail the product to the business correspondence address.

After the claim is approved, Ugly Sweater Store will send a replacement at no additional cost. If the customer declines the replacement, Ugly Sweater Store will issue a refund to the original payment method.

3. Incorrect Size Selected by the Customer

Customers must review the product measurements and Size Guide before ordering:

https://uglysweater.store/pages/size-guide

When the received product matches the published measurements but the customer selected the wrong size, Ugly Sweater Store provides a 50% discount voucher toward a replacement order. The original item does not need to be returned.

If the product does not match the published measurements, the issue is treated as a production fault under Section 2.

4. Change of Mind

Ugly Sweater Store does not accept returns, refunds, or exchanges because:

  • The customer changed their mind

  • The customer no longer wants the product

  • The customer does not like the selected design, color, material, or fit

  • The product arrived after an event when delivery remained within the published estimate

  • The customer selected the wrong product, design, personalization, or size

This restriction does not apply when mandatory consumer law provides a right that cannot be excluded.

5. Personalized Products

Customers must review all names, dates, images, text, and other personalization before completing an order.

A personalized product cannot be returned, refunded, or exchanged because the customer submitted incorrect personalization.

If Ugly Sweater Store or its production partner prints the personalization differently from the information submitted with the order, the issue is treated as a production fault under Section 2.

6. Lost Packages

If tracking shows no movement for 10 consecutive business days or the carrier confirms that the package is lost, contact support@uglysweater.store.

Ugly Sweater Store will investigate the shipment. If the package is confirmed lost, Ugly Sweater Store will send a replacement at no additional cost. If the customer declines the replacement, Ugly Sweater Store will issue a refund to the original payment method.

7. Packages Marked Delivered

If tracking shows Delivered but the package cannot be found, the customer should check with:

  • Household members

  • Neighbors

  • The local carrier

  • The delivery location or building reception

Contact support@uglysweater.store within 7 days of the delivery scan if the package remains missing.

Ugly Sweater Store will review the available tracking and delivery information. A carrier delivery scan does not automatically qualify for a refund, but any confirmed carrier loss remains eligible under Section 6.

8. Incorrect Shipping Address

Customers are responsible for entering a complete and accurate delivery address.

If a package is returned because of an incorrect or incomplete customer-provided address, the customer may be responsible for the cost of reshipping and replacement production.

If the carrier destroys or cannot recover the package because of the incorrect address, Ugly Sweater Store does not guarantee a replacement or refund, except where required by applicable law.

9. Refund Processing

Approved refunds return to the original payment method.

Ugly Sweater Store does not deduct a separate payment processing fee from an approved refund.

After a refund is issued, the bank or payment provider normally requires 5 to 10 business days to post the funds. Processing time depends on the financial institution.

Contact support@uglysweater.store if an approved refund does not appear after 10 business days.

10. How to Submit a Claim

Email: support@uglysweater.store

Suggested subject:

  • Defect followed by the order number

  • Wrong Item followed by the order number

  • Lost Package followed by the order number

Claims normally receive a response within 12 to 24 business hours.

11. Contact

Ugly Sweater Store

Operated by Big4rest LLC

Business correspondence address:

1209 Mountain Road Pl NE, Ste N

Albuquerque, NM 87110

United States

This address does not accept customer returns. Do not mail products to this address.