Refund and Return Policy

At Ruben Santiago Creative, we want you to be completely satisfied with your purchase. Because all our products are made-to-order specifically for you, we have specific guidelines for returns and refunds.

Our Quality Guarantee

We stand behind the quality of our products. If you receive a defective, damaged, or incorrect item, we will make it right at no additional cost to you.

Manufacturing Defects or Damaged Items

We offer free reprints or refunds for:

Manufacturing defects or misprints
Items damaged during production or shipping
Wrong items sent (incorrect size, color, or design)

Important: You do not need to return defective or damaged items. We take full responsibility for these issues.

How to report a problem:

Contact us at customerservice@rubensantiagocreative.com within 30 days of delivery
Include your order number and clear photos showing the defect or damage
Describe the issue

We will review your report within 2-3 business days and offer either a free reprint or a full refund.

Customer Changed Their Mind

Because each item is custom-made for you after you order, we cannot offer returns, exchanges, or refunds for:

Change of mind or buyer's remorse
Wrong size ordered by customer
Color or style preference changes
Items that have been worn, washed, or altered

Please double-check your size, color, and design selection before placing your order. Refer to our size guides on each product page to ensure the best fit.

Refund Process

For approved refunds (defects or damage only):

Refunds are processed within 5-7 business days after approval
Refunds are issued to your original payment method
Please allow 5-10 business days for the refund to appear in your account

Reprint Process

For defective or incorrect items, we will send a replacement at no charge. Replacement orders are processed with priority and typically ship within 2-5 business days.

Return Shipping

For defective or damaged items: You do not need to return the item. Keep it or dispose of it responsibly.

For customer error (wrong size, etc.): We do not accept returns. All sales are final for made-to-order products.

Lost or Stolen Packages

If your tracking shows the package as delivered but you haven't received it:

Check with neighbors, building management, or your mailbox
Verify the shipping address on your order confirmation
Contact us within 7 days at customerservice@rubensantiagocreative.com—we'll work with the carrier to locate your package

We are not responsible for packages marked as delivered by the carrier. However, we will do our best to assist you in locating your order.

Order Cancellations

Because production begins immediately after you place your order, we can only cancel orders within 12 hours of purchase. After that, your order is already in production and cannot be canceled or modified.

To request a cancellation, email customerservice@rubensantiagocreative.com immediately with your order number.

Questions?

For any questions about returns, refunds, or order issues, contact us at customerservice@rubensantiagocreative.com

Last updated: December 26, 2025