Returns, Exchanges and Cancellations

Updated: June 6, 2026

Every PYL order is prepared with care, and many of our products are custom printed, cut to order, or made according to the specifications selected by the customer. Because custom fabric products are created especially for each order, please review your design, scale, color, fabric type, quantity, and shipping information carefully before placing your order.

We want you to be happy with what you receive. If your order arrives with a production defect, print flaw, incorrect item, missing item, or damage caused during fulfillment, please contact us as soon as possible so that our team can review the issue and help make it right.

1. Custom-Made and Cut-to-Order Products

Most PYL products are made especially for you after your order is placed. This may include custom printed fabric, fabric cut by length, personalized designs, uploaded artwork, made-to-measure items, samples prepared on request, and other products produced according to your selected specifications.

Unless required otherwise by applicable consumer protection law, custom-made, personalized, printed-on-demand, and cut-to-order products cannot be returned or refunded for reasons such as change of mind, ordering too much fabric, selecting the wrong fabric base, choosing the wrong scale, color preference, or incorrect customer-provided measurements.

This policy does not limit any rights you may have under applicable law for faulty, damaged, or incorrectly supplied products.

2. 30-Day Review Window for Defects

Please open your package and inspect your order shortly after delivery. If you believe your order has a print flaw, production defect, incorrect fabric, incorrect design, missing item, or damage caused during fulfillment, please contact us within 30 days after delivery.

After this review window, we may be unable to verify whether an issue was related to production, shipping, storage, cutting, sewing, washing, installation, or later handling.

3. How to Report a Problem

Before returning any item, please contact our customer service team. We cannot process a return, replacement, or refund for items sent back without prior communication and approval.

To help us review your case efficiently, please include:

• Your order number
• The email address used to place the order
• A clear description of the issue
• Photos showing the full product and close-up details of the issue
• Photos of the packaging, shipping label, or packing slip if relevant
• For scale, size, or measurement concerns, a photo with a ruler or measuring tape

Once we receive the information, our team will review the case and determine whether a replacement, refund, store credit, partial refund, or another reasonable solution is appropriate.

4. Cancellations

You may request to cancel an order or remove individual items only if production has not yet started. Production may include artwork preparation, printing, cutting, finishing, packing, or any other order-specific fulfillment step.

Because many PYL products are custom made, once production has started, the order may no longer be cancelled. If you need to change or cancel an order, please contact us immediately at admin@pyl.com with your order number.

Submitting a cancellation request does not guarantee that the order can be cancelled. Our team will confirm whether cancellation is possible based on the order status.

5. Refunds and Replacements

If we confirm that your order contains a production defect, print flaw, incorrect item, missing item, or fulfillment error, we may offer one or more of the following solutions:

• A replacement or remake of the affected item
• A refund for the affected item
• A partial refund if the product remains usable
• Store credit, if accepted by the customer
• Another reasonable solution agreed between you and PYL

Approved refunds are normally issued to the original payment method. Processing times may vary depending on your payment provider, bank, or card issuer.

If a replacement is provided, the replacement will usually be produced using the same design, fabric type, size, quantity, and shipping information as the original order unless we agree otherwise.

6. Return Shipping

If a return is required because of a confirmed PYL production or fulfillment error, we will provide return instructions. Depending on your location and the nature of the issue, we may provide a return label, reimburse reasonable return shipping costs, or offer another solution.

If a return is accepted as a goodwill exception for a non-defective item, the customer may be responsible for return shipping costs. Original shipping fees, customs fees, duties, taxes, and other third-party charges may not be refundable unless required by applicable law.

Please do not send products back before receiving return instructions from our customer service team.

7. Color, Scale and Fabric Variation

Colors may appear differently depending on monitor settings, device screens, lighting conditions, fabric base, print method, and production batch. Fabric texture, shrinkage, hand feel, and slight color variation may also differ between fabric types and production runs.

For the most informed decision, we recommend ordering samples or test swatches before placing a larger order. Minor color differences, expected fabric texture differences, and customer-selected scale or measurement choices are not considered defects.

Because fabric is a physical textile product, slight variation in size, repeat alignment, color tone, and finishing may occur within reasonable production tolerance.

8. Non-Returnable Items

Unless required otherwise by applicable law, the following items are generally not eligible for return or refund when they are non-defective:

• Custom printed fabric
• Fabric cut to a customer-selected length or size
• Personalized or uploaded-design products
• Made-to-measure or made-to-order products
• Samples, swatches, or test prints prepared on request
• Items that have been cut, sewn, washed, altered, installed, used, or damaged after delivery
• Items returned without prior approval

9. European Union Consumer Rights

If you are a consumer located in the European Union or another region with mandatory consumer protection laws, you may have statutory rights that cannot be excluded by this Refund Policy.

However, products made to customer specifications, personalized products, custom printed products, and fabric cut specifically for a customer order may be excluded from the standard right of withdrawal where permitted by applicable law.

If you believe your statutory rights apply to your order, please contact us with your order number and details of your request.

10. Third-Party Orders

PYL can only assist with orders placed directly through PYL.com. If you purchased a PYL product through a third-party marketplace, reseller, or partner platform, please follow the return and refund procedure of the platform where the purchase was completed.

11. Contact Us

If you have questions about your order, cancellation, refund, or return eligibility, please contact us:

PYL Customer Service
Email: admin@pyl.com