Refund policy

Refund & Return Policy

At BetweenTheLines.HQ, all products are made to order specifically for you. Because of this, we do not accept returns or exchanges for reasons such as incorrect size selection, change of mind, or buyer's remorse.

Damaged, Defective, or Incorrect Items If your order arrives damaged, defective, or materially different from what was ordered, we will make it right. Please contact us within 14 days of delivery at contact@betweenthelineshq.com with:

  • Your order number
  • A clear photo of the issue

We will review your claim and, if approved, offer a free replacement or a full refund at no cost to you.

Wrong Address If an order is returned due to an incorrect address provided at checkout, the customer is responsible for the cost of reshipping.

Lost Packages If your package is lost in transit, please contact us and we will work with our fulfillment partner to investigate and resolve the issue.

Non-Returnable Items Because all items are printed on demand, we cannot accept returns or issue refunds for:

  • Incorrect size or color ordered by the customer
  • Change of mind after purchase
  • Items that have been used or washed

 

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item in your order, without giving any reason.

Please note: Because all products at BetweenTheLines.HQ are custom-made and printed on demand specifically for you, they may be exempt from the right of withdrawal under EU consumer law as personalized goods. If you believe your order qualifies for withdrawal, please contact us and we will review your request.

How to submit a withdrawal request:

  • Log in to your account at https://account.betweenthelineshq.com and submit your request through your order history.
  • If you checked out using a phone number only (no email), use the return link in your SMS order confirmation to submit your request.

After submitting your request:

  • You must return the item(s) within 14 days of notifying us.
  • You are responsible for the cost of return shipping unless otherwise agreed.
  • We will refund your original payment, including standard outbound shipping, within 14 days of receiving the returned item(s) or proof of return — whichever comes first.

Questions? Contact us at contact@betweenthelineshq.com and we'll be happy to help.