Purpose & Overview
SameDayCustom (SDC) is committed to maintaining strong customer satisfaction while supporting our valued print partners. This policy outlines the expectations and processes for how refund-related issues should be handled in coordination with partner stores.Vendor Responsibilities
Vendors are expected to:- Produce orders accurately and on time.
- Update product listings (availability, colors, sizes) regularly.
- Notify SDC of any production issues or delays as soon as possible.
- Ensure order hand-off to delivery companies is prompt and recorded properly.
- Maintain communication with SDC when issues arise.
Identifying Responsibility
When a refund or complaint is initiated, SDC will determine the cause of the issue. Vendor payout may be impacted only if the issue is traced back to the partner store.- Vendor Fault includes:
- Poor print quality (e.g., peeling, color issues, resolution)
- Incorrect item/design/size printed
- Production or driver request delays
- Closing the store early without prior notice
- Outdated product listing causing unfulfillable orders
- SameDayCustom Fault includes:
- System bugs or design tool issues
- Design errors created by SDC
- Miscommunication or misassignment
- Customer Fault includes:
- Providing incorrect or low quality artwork
- Misspellings or incorrect instructions
- Inaccurate delivery information
- Courier Fault includes:
- Lost or delayed packages
- Damaged packages during delivery
Refunds & Redos
- If the vendor is at fault, SDC may reduce the partner payout to cover customer compensation or ask for order redo.
- SDC will notify the vendor of any payout adjustments along with reasoning.
- If the issue is due to SDC or a courier, vendor payout will typically remain unaffected.
- In some cases, SDC may request a redo. Vendors are expected to prioritize such redos when requested.
Order Cancellations (Pre-Production)
If a customer requests cancellation before production begins:- SDC will attempt to retain the order via timing/design adjustments.
- If the order is still cancelled, the vendor will not be penalized.
Customer-Provided Garments
If customer-supplied garments are accepted, vendors agree that:- They are not liable for replacing the garment if it is damaged during production.
- Liability is limited to the decorating fee only.
Copyrighted Content
If an order includes potentially infringing content:- Vendors must pause production and notify SDC.
- The customer will be asked to provide a signed waiver or updated design.
- If the customer cannot resolve the issue, the order may be cancelled and refunded at SDC’s discretion. Vendor payout may still be honored if production has already occurred.
Disputes and Communication
If there is a dispute between a customer and the vendor without clear proof of fault:- SDC will make the final decision.
- SDC may absorb the cost to preserve the vendor relationship.