Refund and Exchange Policy

Thank you for choosing our store for your festival apparel and accessories needs! We take pride in our print-on-demand humorous, unique apparel, and customizable products, and your satisfaction is our top priority. Given the unique nature of our offerings, we’ve outlined a comprehensive refund and exchange policy below:

Print-on-Demand and Customizable Products- Refund and Exchange Policy:

Due to the personalized nature, we consider all sales of print-on-demand and customizable products final. Therefore, we accept returns or exchanges only if the products arrive defective or damaged. Also, in these cases, the seller will cover return shipping costs.

Defective or Damaged Items:

However, your satisfaction is our top priority. Therefore, if your order arrives damaged or defective, please contact us within 30 days at [email protected] including photos of the issue and your order number. We’ll arrange for a replacement at no extra cost or offer a store credit if a replacement isn’t possible.

Wrong Address & Unclaimed Shipments:

In addition, the customer will be responsible for all reshipment costs for shipments returned due to an insufficient address provided by the customer or unclaimed from the courier. We’ll coordinate with you for an updated address before resending.

Not Accepted Returns:

Also, we can’t accept sealed goods, such as face masks, which are not suitable for return due to health or hygiene reasons. As a result, we will not reship and we will dispose of returned orders containing such items. For concerns, please contact us at [email protected] to find a suitable resolution.

Buyer’s Remorse:

First, before returning any products, please reach out to us. Second, please note that we do not offer refunds for buyer’s remorse, except for customers in Brazil, where it is required by law. Therefore, Brazilian customers wishing to return an item must contact us within 7 days of receipt, with a photo of the item, expressing their intent to return. Nevertheless, we will evaluate all returns for any use or damage before a refund is considered.

EU Consumer Notice:

In line with Article 16(c) and (e) of the Directive 2011/83/EU, the right of withdrawal does not apply to:

1. Goods made to the consumer’s specifications or clearly personalized.
2. Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

As a result, we reserve the right to refuse returns at our discretion.

Non-Customizable Products– Refund and Exchange Policy:

In contrast, we accept returns or exchanges for non-customizable products within 30 days of delivery, provided the items are in original condition. Customer must contact us at [email protected] to arrange return shipping.

Refund and Exchange:

We will process eligible returns for a refund to the original payment method or an exchange for a defective or damaged item.

Shipping for Returns:

Moreover, because our products are shipped from different warehouses, please contact us at [email protected] before returning a product. Also, please note that return shipping costs are non-refundable and will be deducted from your refund, if applicable.

Refund and Exchange Policy Changes & Governing Language:

Finally, we may update this policy periodically. We will post all changes on this page. This policy is governed by and construed in accordance with the English language, regardless of translations.

Contact Us:

For questions regarding this policy, please reach out to us at [email protected].

We appreciate your understanding and adherence to our refund and exchange policy, ensuring we can continue to provide high-quality, customizable products.

Torched Llama is the right place for all festival apparel and accessories for the LGBTQ+ and allies.

"Bold, Unique, You."