Return Policy

At Made Us Human, we partner with Printful, a trusted print-on-demand provider, to deliver high-quality custom clothing and accessories to our customers in Australia and worldwide. This Return Policy outlines the process for returning or exchanging items purchased from www.madeushuman.com that are faulty, misrepresented, damaged in transit, or lost, as required by applicable laws, including the Australian Consumer Law (ACL) for Australian customers. This policy does not affect your statutory rights under the ACL or other local consumer protection laws.

1. Returns for Faulty, Misrepresented, or Damaged Items

You are entitled to a repair, replacement, or refund if a product:

  • Is faulty or of unacceptable quality (e.g., defective, with a major fault like a significant tear, broken zipper, or faded print).

  • Does not match the description or sample shown on our website (e.g., you ordered a red T-shirt but received a blue one, or the design differs significantly from the mockup).

  • Is not fit for its intended purpose and cannot be easily fixed within a reasonable time (e.g., a hoodie that cannot withstand normal wear).

  • Is damaged during transit (e.g., torn packaging or broken item upon delivery).

1.1. Australian Customers (ACL Consumer Guarantees)

For customers in Australia, the ACL guarantees remedies for faulty, misrepresented, or damaged items.

  • Contact Us: Within 7 days of delivery, email us at muhitup@gmail.com (mailto:muhitup@gmail.com) with your order number, a detailed description of the issue, and clear photos or videos of the fault or damage (e.g., showing a tear, incorrect design, or damaged packaging).

  • Return Approval: We will review your request in coordination with Printful’s quality assurance team to verify the issue. Approved returns will receive a prepaid return shipping label via email or a printerless QR code for Australia Post drop-off.

  • Return Shipping: Made Us Human covers return shipping costs for faulty, misrepresented, or damaged items, as required by the ACL. If you pay for return shipping upfront, we will reimburse reasonable costs upon verification. Returns are processed through Printful’s partner facilities in Australia at the following addresses, based on the product type:

    • Apparel Orders (e.g., T-shirts, hoodies): 40 Tanimbla Street, Kedron, Queensland 4031, Australia

    • Non-Apparel Orders (e.g., mugs, posters, except phone cases): 338 Albert St, Brunswick VIC 3056, Australia

    • Phone Cases: 6 Axis Crescent, Dandenong South VIC 3175, Australia

  • Remedy Options:

    • For major faults (e.g., a shirt unusable due to poor printing), you may choose a full refund to your original payment method or a replacement item (subject to stock availability).

    • For minor faults (e.g., loose threads or minor print imperfections), we will offer a free repair or replacement. If repair is not possible within a reasonable time, you may choose a replacement or refund.

    • For damaged items, Printful will provide a replacement at no cost upon verification of damage with photos.

  • Proof of Purchase: You must provide proof of purchase (e.g., order confirmation email, receipt, or bank statement). Items do not need to be in original packaging but must be returned in a condition that allows us to verify the issue.

  • Processing Time: Once the returned item is received at Printful’s facility, Printful notifies us, and we process refunds or replacements within 1-2 business days. Refunds will appear in your account within 5-10 business days, depending on your bank. Replacements are shipped from Printful’s Australian facilities (2–14 days delivery).

1.2. International Customers (Outside Australia)

For customers outside Australia, we offer returns for faulty, misrepresented, or damaged items in accordance with Printful’s policies and local consumer protection laws, where applicable.

  • Contact Us: Within 7 days of delivery, email us at muhitup@gmail.com (mailto:muhitup@gmail.com) with your order number, a detailed description of the issue, and clear photos or videos of the fault or damage.

  • Return Approval: We will review your request with Printful’s quality assurance team. Approved returns will receive return instructions and a return address based on where your order was fulfilled.

  • Return Shipping: For faulty, misrepresented, or damaged items, Made Us Human will provide a prepaid return shipping label where required by local law or Printful’s policy (e.g., for damaged items). If a prepaid label is not provided, you may need to cover return shipping costs, and we will reimburse reasonable costs upon verification, subject to local regulations. Returns are sent to the Printful facility where the order was fulfilled:

    • US and Mexico Orders: 217 Wrangler Drive, Coppell, Texas, 75019, USA

    • Canada Orders: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada

    • Latvia Orders: Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia

    • Spain Orders: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain

    • UK Orders: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ, UK

    • Japan Orders: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101, Japan

    • Brazil Orders: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park, Parque Paulista, CEP 25251-460, Duque de Caxias - RJ, Brazil

  • Remedy Options:

    • For verified faults or damage, you may choose a refund or replacement, subject to local consumer laws and stock availability.

    • For minor faults, we will offer a repair or replacement where feasible. If repair is not possible, a refund or replacement will be provided.

    • For items damaged in transit, Printful will provide a replacement at no cost upon verification with photos.

  • Proof of Purchase: You must provide proof of purchase. Items must be returned in a condition that allows us to verify the issue.

  • Processing Time: Once the returned item reaches Printful’s facility, we are notified, and refunds or replacements are processed within 1-2 business days. Refunds appear in your account within 5-10 business days. Replacements are shipped from the original fulfillment facility (3–20 days globally).

  • Customs and Duties: Customers are responsible for any customs fees, import duties, or taxes on replacement shipments, as these are non-refunded by Made Us Human or Printful.

2. Lost Orders

  • Australian and International Customers: If an order is lost in transit, contact us at muhitup@gmail.com (mailto:muhitup@gmail.com) within 30 days after the estimated delivery date to submit a claim. We will verify with Printful and the shipping carrier to confirm the loss.

    • If the tracking information shows the order was delivered but you haven’t received it, you must contact the shipping carrier to check for additional delivery details (e.g., left in an unexpected location). If the order cannot be located, you may need to place a new manual order at your expense, as Printful does not reship delivered orders.

    • For verified lost orders (not marked as delivered), Printful will cover reprinting and shipping costs for a replacement order.

3. Undeliverable or Returned Orders

  • If an order is returned to sender due to an incorrect or undeliverable address, unclaimed at customs, or refused by the customer:

    • Printful will notify us at muhitup@gmail.com (mailto:muhitup@gmail.com) when the package reaches their facility.

    • We will contact you to confirm the correct shipping address and discuss next steps (e.g., reshipment). New shipping charges will apply for reshipment due to incorrect addresses, unclaimed customs, or customer refusal.

    • Unclaimed returns are donated to charity after 30 days, per Printful’s policy.

4. Exclusions

We cannot accept returns for:

  • Items damaged due to customer negligence, misuse, or improper care (e.g., washing a delicate item incorrectly or ignoring care instructions).

  • Items not purchased directly from www.madeushuman.com (e.g., third-party retailers).

  • Gift cards, which are non-refundable.

5. How to Return an Item

  1. Email our Customer Care team at muhitup@gmail.com (mailto:muhitup@gmail.com) with your order details and evidence of the fault or damage (photos or videos). For lost orders, include the order number and estimated delivery date.

  2. Upon approval, receive return instructions, including a prepaid return shipping label (where required) and the appropriate return address based on where your order was fulfilled:

    • Australian Customers: See addresses in Section 1.1 (e.g., 40 Tanimbla Street, Kedron, Queensland 4031 for apparel).

    • International Customers: See addresses in Section 1.2 (e.g., US, Canada, Latvia, etc.).

    • Note: These addresses are for product returns only. Other correspondence (e.g., notices, letters) sent to these addresses will be returned to the sender.

  3. Package the item securely, including the order confirmation or return form, and ship it via the designated courier (e.g., Australia Post for Australian customers).

  4. Track your return using the provided tracking details. We are not responsible for items lost in transit without proof of postage.

6. Contact Us

For return inquiries or assistance, contact our Customer Care team:
Email: muhitup@gmail.com
Address for Returns: Provided upon return approval, based on product type and fulfillment location (see Sections 1.1 and 1.2).

Australian customers: This policy does not affect your statutory rights under the ACL. For more information, visit the Australian Competition and Consumer Commission (ACCC) website. International customers: Your rights may vary based on local consumer protection laws; please consult your local regulations.