Refund policy
Last Updated: May 2025
The Lewa Wildlife Conservancy merchandise store produces high-quality, eco-friendly apparel through a print-on-demand, drop shipping model. Our products are fulfilled and shipped via Printful (website: https://www.printful.com) or Printify (website: https://printify.com), our trusted manufacturing partners. Because each item is custom-made to order, we do not offer returns or refunds. We do, however, replace items from orders under the specific conditions outlined below. We are committed to customer satisfaction and ensuring that each purchase meets your expectations. Please review our Refund & Return Policy carefully before placing an order.
1. Eligibility for Returns & Refunds
We do not accept returns or refunds.
We can offer a replacement of items in your order under the following conditions:
· Defective, damaged, or misprinted products – Must be reported within 30 days of delivery.
· Incorrect product received – If the wrong size, colour, or design was sent due to an error, we will offer a free replacement.
· Lost shipments – If an order does not arrive, claims must be submitted within 30 days of the estimated delivery date.
We DO NOT replace items for:
· Buyer’s remorse (if you change your mind after ordering).
· Size selection mistakes – Please carefully review our size chart before purchasing.
· Items that have been used, washed, or altered after delivery.
We do not accept returns. Instead of returning your item, we recommend donating the item/s to a charity of your choice.
2. How to Submit a Reprint/Replacement Request
If you receive a damaged, defective, or incorrect product, follow these steps:
1. Contact us within 30 days of receiving your order
2. Send an email to shop@lewa.org with:
· Your order number
· Clear photos or videos of the issue
· A brief explanation of the problem
Claim Review & Approval: We will verify your claim and submit it to Printful or Printify for review. If the claim is approved, we will offer a free replacement at no additional cost.
Return Shipping: You will not be charged for the shipping of a replacement order.
3. Cancellations & Order Modifications
Our orders go into production immediately after purchase, making cancellations and modifications difficult.
Cancellations: Orders cannot be cancelled after 12 hours, as they are already in production. If your order is already being fulfilled by our production partner, we cannot stop it.
Size Exchanges: We do not offer any exchanges because each item is custom-made on demand. Please review the size chart carefully before placing your order.
4. Shipping & Unclaimed Orders
As our products are fulfilled and shipped directly by Printful or Printify, unclaimed packages are rare but can occur under the following circumstances:
Incorrect Address Provided by the Customer: If the customer enters an invalid, incomplete, or incorrect shipping address, the package may be undeliverable and returned to Printful or Printify’s facility. Customers must pay for reshipping costs if the package is returned due to an incorrect address.
Failed Delivery Attempts: Some shipping carriers attempt delivery multiple times before returning the package. If the recipient is unavailable or fails to pick up the package from the carrier’s designated pickup location, the package is returned to Printful or Printify.
Customs or Import Fees (International Orders): For international orders, if a customer refuses to pay customs duties or import taxes, the package may be held at customs and eventually returned. The customer must contact the local customs office to resolve the issue, as Printful, Printify and Lewa Wildlife Conservancy do not cover customs or import duty fees.
Refusal of Delivery: If a customer refuses delivery for any reason (e.g., changed their mind, unexpected customs or import duty fees), the package will be returned to Printful or Printify. The customer is responsible for re-shipping costs if they wish to have the item sent again.
Unclaimed Returns: If a package is returned to Printful or Printify’s facility and remains unclaimed for 30 days, it will be donated to charity. Replacements will not be issued for unclaimed packages.
5. EU Consumer Rights Notice
According to EU Directive 2011/83/EU, returns may not be accepted for: Personalized, made-to-order products (all our items are custom-printed). Therefore, Printful and Printify reserve the right to refuse returns from EU customers under these conditions.
6. Contact Information
For any replacements or order issue, contact us:
Lewa Wildlife Conservancy
Merchandise Store
Email: shop@lewa.org
Phone: +254
We aim to provide excellent customer service and will respond to all inquiries within 1-2 business days.
