Made for one person, still returnable.

Why this page exists

Consumer law in both Canada and the United States generally lets a seller exclude made-to-order and personalised goods from the usual change-of-mind return right. Everything Vessim sells is made to order: nothing exists until you describe it.

We do not take that exclusion. The terms below give you a thirty-day window on every order, including the ones we would be entitled to refuse. The plain-language version says the same thing in fewer words; where the two differ, the plain-language version is the one we will honour.

Defects and print faults

A misprint, a colour that did not land, a seam that failed, a cracked ceramic — tell us within thirty days of delivery with a photograph and we reprint it. You do not ship the faulty item back; the carbon and the cost of a return leg exceed the value of the item to us, and asking you to queue at a post office to prove a fault we can see in a photo is a way of discouraging the claim.

If you would rather have the money than the reprint, say so and we refund instead.

If the design is not what you meant

Redesigns are free and unlimited before you order. That is deliberate: the moment to discover a design is wrong is while it costs nothing to change.

After printing, a design you approved is not a fault. We still take it back once per order under the thirty-day window, as a goodwill reprint or a refund at our choice, because people misjudge how a thing will read on an object and we would rather carry that than argue about it.

Sizing

Apparel runs to the partner’s own chart, which is linked from every product page and collected in the size guide. A size that does not fit is covered by the thirty-day window: we reprint in the size you need. We cannot exchange stock, because there is no stock — a different size is a new print.

What is not covered

• Damage after delivery — washing a “hand wash cold” blanket at sixty, dropping a mug, sun-fading a print in a south window.
• Gift cards, which are refundable only where law requires it. See gift cards.
• Orders refused at delivery and returned to sender, where the address given was wrong. We will reship, at the cost of the second shipment.
• Claims made more than thirty days after delivery. Write anyway; late claims are decided case by case rather than automatically refused.

How refunds are paid

To the original payment method, in the currency you were charged, including the shipping you paid. Processing takes three to five business days at our end; your bank may add its own. Store credit is refunded as store credit. Where an order was partly paid with a gift card, the gift-card portion returns to the gift card.

Making a claim

Open the order from your orders and use “Report a problem”, or email hello@makevessim.com with the order number. One photograph settles most claims. There is no form to fill in and no return authorisation number to wait for.