Return and Refund Policy

PLEASE NOTE: We do not offer free returns; charges apply.

For health and safety reasons, we do not accept returns or exchanges on hygiene-related products, even if unworn. This includes, but is not limited to, undergarments, earrings, and personal care items. These sales are final.

Return Policy

Is it possible to return my order? Yes, it is possible. If you're not satisfied with the items you've ordered, you have the option to return them within 30 days of receipt.

For a return to be accepted, the order must meet the following conditions:

  1. The order still contains all the appropriate parts, components, and the packaging has arrived exactly as the product.
  2. Normal handling of the product is evident; breakage due to careless handling is excluded.
  3. The product is not a hygiene product (underwear, earrings, and personal care itemsm facemask, etc).
  4. The product was found to be defective immediately upon receipt.
  5. A return will be processed within 7-10 working days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own. We are entitled to charge the customer for shipping costs.

How can I return my order? If your order meets the above conditions, you'll need to do the following to initiate the returns process:

  • Send an email to: info@masongrey-collective.com
  • Make sure the email contains the following:
    • Order number
    • Reason for the return request
    • Photo of the product in case of breakage
    • First name + last name of the customer
    • Address of the customer

Damaged or Defective Items We pride ourselves on product quality. That’s why all our orders go through a 3-step quality check before shipping. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

The return address is set by default to the our printing facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If our facility isn't used as the return address, you would become liable for any returned shipments you receive.

Buyer's Remorse & Size Exchanges Because our products are printed on demand specifically for you when you order, we do not refund orders for buyer’s remorse or offer size exchanges. A new order would need to be placed for an updated size. Please be sure to check the size guide on the product page before placing your order.


Wrong Address If you provide an address that is considered insufficient by the courier, the shipment will be returned to our production facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

Therefore Printful reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.