Effective Date: June 20, 2025
Thank you for shopping with Ceren McKay at cerenmckay.com. Our commitment is to provide you with high-quality, unique print-on-demand products featuring original artwork. Please read this policy carefully before placing your order, as it outlines our procedures for returns, refunds, and exchanges. By placing an order with us, you acknowledge and agree to the terms herein.
1. Made-to-Order Products Policy
All physical products available on cerenmckay.com, including but not limited to canvas prints, posters, apparel (e.g., T-shirts, hoodies), home decor items (e.g., pillows, blankets), and accessories, are made-to-order through trusted third-party Print-on-Demand (POD) providers. This means that each item is custom-produced specifically for your order immediately following purchase confirmation.
Due to the personalized, on-demand nature of our products, Ceren McKay does not maintain an inventory. Consequently, all sales are final and non-refundable, except for instances explicitly covered in Section 2 (Damaged, Misprinted, or Defective Items). This policy is strictly enforced to manage production efficiencies and minimize waste inherent in the print-on-demand model.
2. Damaged, Misprinted, or Defective Items
In the rare event that your order arrives damaged during transit, misprinted (e.g., incorrect design, blurred image, off-center placement), or with a manufacturing defect (e.g., torn fabric, broken stitching), you are eligible for a replacement.
To initiate a claim for a damaged, misprinted, or defective item, you must adhere to the following procedure:
- Contact Period: You must contact us via email at info@cerenmckay.com within seven (7) calendar days of the delivery date as confirmed by the shipping carrier’s tracking information. Claims submitted after this 7-day period will not be accepted.
- Required Documentation: Your claim email must include:
- Your full order number.
- A clear, concise description of the issue (e.g., “damaged corner,” “misprinted graphic,” “torn seam”).
- High-resolution photographic evidence clearly showing the damage, misprint, or defect. Photos must demonstrate the issue clearly and include an image of the entire product as well as close-ups of the affected area.
- An image of the shipping label on the package, if available.
- Review and Approval: Upon receipt of your claim and all required documentation, we will review the submission and, if necessary, coordinate with our POD provider. We reserve the sole right to determine if an item qualifies as damaged, misprinted, or defective based on the evidence provided.
- Resolution: If your claim is approved, we will arrange for a replacement item of the same product, size, and design to be manufactured and shipped to you at no additional cost.
- Refunds (Exceptional Circumstances): Refunds will only be issued in extremely rare cases where a replacement is demonstrably not possible (e.g., product is permanently out of stock with the POD provider). If a refund is approved, it will be processed to the original method of payment within [e.g., 7-10 business days] after approval.
3. Lost or Undelivered Orders
If your order has not arrived within the estimated delivery timeframe provided or appears to be lost in transit:
- Tracking Review: First, please review your shipping confirmation email for the tracking information and monitor the shipment’s progress.
- Contact Us: If tracking indicates an issue, the order appears stalled, or the estimated delivery window has passed without delivery, please contact us at info@cerenmckay.com as soon as possible.
- Investigation: We will coordinate with our POD provider and the shipping carrier to investigate the status of your shipment. This investigation process can take several business days.
- Resolution: If the order is officially declared lost by the carrier or POD provider, we will arrange for a replacement order to be sent to you at no additional cost.
- Limitation of Liability: Ceren McKay is not responsible for:
- Shipping delays caused by the shipping carrier (e.g., postal services, courier companies), customs processing, or force majeure events (e.g., natural disasters, strikes, pandemics).
- Orders lost or undelivered due to an incorrect, incomplete, or outdated shipping address provided by the customer during checkout. It is the sole responsibility of the buyer to ensure the accuracy of the shipping information. If a package is returned to our POD provider due to an incorrect address, a re-shipping fee will be charged to the customer for re-delivery. If the customer opts for a refund instead, only the product price (less any return shipping costs incurred by the POD provider) will be refunded, and the original shipping fee will not be refundable.
4. Order Cancellations
Due to the immediate nature of our print-on-demand production process, orders are typically sent to our POD providers for manufacturing shortly after payment confirmation. For this reason, we are unable to accept order cancellations once an order has been successfully placed and processed. We strongly advise all customers to meticulously review their order details, including product selections, sizes, colors, and shipping information, before finalizing their purchase.
5. No Returns or Exchanges for Non-Defective Items
CerenMcKay.com does not accept returns or exchanges for non-defective items or for reasons other than those explicitly stated in Section 2. This includes, but is not limited to, the following situations:
- Change of Mind: Decisions to return a product simply because the customer no longer wants it or has changed their mind.
- Incorrect Size Ordered: It is the customer’s responsibility to consult the provided size charts and product descriptions carefully before selecting a size. We cannot accept returns or offer exchanges for sizing errors made by the customer.
- Color or Style Preference: Minor variations in color may occur between the on-screen representation of products and their physical appearance. This can be due to differences in monitor settings, display calibrations, and ambient lighting conditions. Such minor variations are not considered manufacturing defects. We do not accept returns or exchanges based on subjective color or style preferences.
- Buyer’s Remorse: Any decision to return based on dissatisfaction that is not related to a product defect.
All items are printed exactly as displayed in the product listing images and descriptions. Customers are solely responsible for reviewing all product information, including dimensions, materials, and digital mock-ups, prior to purchase.
6. International Orders: Customs Duties, Taxes, and Fees
For all international orders (i.e., orders shipped to destinations outside of the country where the product is manufactured/shipped from by our POD provider), the recipient is solely responsible for any and all import duties, customs fees, tariffs, value-added taxes (VAT), or other local taxes and charges levied by the destination country’s customs authorities.
- Buyer’s Responsibility: These charges are not included in the product price or the shipping cost displayed on cerenmckay.com at the time of purchase. Ceren McKay has no control over these fees, nor can we predict their exact amount, as they are determined by the destination country’s regulations.
- Recommendation: We strongly recommend that international customers contact their local customs office or taxation authority to inquire about potential import duties and taxes before placing an order to avoid unexpected charges.
- Refused Delivery Due to Unpaid Fees: If an international package is refused by the recipient due to the non-payment of customs duties, taxes, or fees, or if the recipient fails to retrieve the package from customs:
- The package may be returned to our POD provider.
- In such cases, any refund issued will be for the product price only, minus the original shipping cost, any return shipping fees incurred by our POD provider, and any customs charges applied during the return process.
- Original shipping fees are strictly non-refundable for packages returned due to unpaid customs charges.
7. Intellectual Property Rights
This Return & Refund Policy does not grant any rights to the intellectual property of Ceren McKay. As explicitly stated in our Privacy Policy and Terms of Service, all designs, artworks, illustrations, paintings, and creative content displayed on cerenmckay.com are the exclusive intellectual property of Ceren McKay and are protected by international copyright laws. Any unauthorized use, reproduction, or distribution of these designs is strictly prohibited.
8. Changes to This Policy
Ceren McKay reserves the right to modify or update this Return & Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on this page, and the “Effective Date” at the top will be updated accordingly. We encourage you to review this policy periodically to stay informed of any modifications.
9. Contact Us
For any questions regarding our Return & Refund Policy, to submit a claim for a damaged/defective item, or for assistance with a lost order, please contact us at:
By Email: info@cerenmckay.com
By Visiting this page on our website: Contact Page on cerenmckay.com
