Returns & Exchanges Policy

Last Updated: June 9, 2026

At Aurora Hawaiian Shirt, every product is made only after an order is placed. We operate under a Print-on-Demand (POD) model, which means each Hawaiian shirt is produced specifically for the customer based on the selected design, size, and product options.

Because our products are made to order and are not pulled from pre-made warehouse inventory, our return and exchange policy is different from traditional retail stores.

Please read this policy carefully before placing an order.

1. Made-to-Order Product Policy

All Aurora Hawaiian Shirt products are made specifically for each order.

This means:

Products are produced after checkout is completed.
Items are not mass-produced in advance.
We do not keep large ready-made inventory for resale.
Each product is created according to the customer’s selected design, size, and options.

For this reason, we generally do not accept returns or exchanges for reasons unrelated to product defects or fulfillment errors.

2. Non-Returnable and Non-Exchangeable Cases

We do not accept returns, refunds, or exchanges in the following situations:

The customer selected the wrong size.
The customer changed their mind after purchase.
The customer no longer wants the item.
The customer ordered the wrong design, color, size, or product type.
The customer entered incorrect personalization details.
The product does not match personal preference in fit, style, color, or design.
Minor color differences occur due to screen display settings.
The item was damaged after delivery due to misuse, washing, or improper care.
The package was shipped to an incorrect address provided by the customer.

Please check all order details carefully before completing checkout.

3. Eligible Cases for Replacement or Refund

We will review and may approve a replacement, refund, or other solution if:

The item arrives damaged.
The item is defective.
The item has a clear printing or manufacturing issue.
The item received is different from what was ordered.
The wrong size, design, or product was sent due to our error.

The issue must be reported within 7 days of delivery.

Requests submitted after this period may not be eligible for replacement, refund, or further resolution.

4. How to Request Support for an Order Issue

If your order arrives damaged, defective, misprinted, or incorrect, please contact us at:

Email: [email protected]

Please include the following information:

Your order number
Your full name or email used at checkout
A clear description of the issue
Clear photos of the product
Photos of the packaging, if the package arrived damaged

Our team will review your request and respond within 2–3 business days.

5. Review and Resolution Process

Once we receive your request, we will review the order details and the evidence provided.

If your request is approved, we may offer one of the following solutions:

A free replacement
A partial refund
A full refund
Another reasonable resolution based on the issue

The final solution depends on the nature of the problem, the condition of the product, and the information provided by the customer.

6. Return Shipping

Please do not send any product back without contacting us first.

If a return is required, we will provide return instructions after your request is approved.

In many cases, returning the item may not be necessary. Photos may be enough for us to review and resolve the issue.

If the issue was caused by our production or fulfillment error, we may cover the return shipping cost when a return is required.

If a return is requested for a reason that is not covered by this policy, the customer may be responsible for return shipping costs, and the return may still be refused.

7. Personalized and Custom Products

Personalized and custom-made products are final sale unless they arrive damaged, defective, misprinted, or incorrect.

Please carefully review all personalization details before placing your order. Aurora Hawaiian Shirt is not responsible for mistakes submitted by the customer, including spelling errors, wrong names, incorrect dates, or incorrect custom information.

8. Exchanges

We only offer exchanges when there is a confirmed issue with the product.

Eligible exchange cases may include:

Defective item
Damaged item
Misprinted item
Wrong item sent
Wrong size sent due to our error

We do not offer exchanges for:

Size selected incorrectly by the customer
Change of mind
Personal fit preference
Style or color preference
Customer ordering mistakes

Because each product is made on demand, we cannot simply exchange an item for another size or design unless the original order has a verified production or fulfillment issue.

9. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Because production may begin shortly after an order is placed, changes or cancellations are only possible within a limited time window and are not guaranteed.

Once an order has entered production, it can no longer be changed or canceled.

10. Refused, Returned or Undeliverable Packages

If a package is returned to us or our fulfillment partner because of:

Incorrect shipping address
Incomplete address
Failure to pick up the package
Refusal of delivery
Unavailable recipient

We may offer to reship the order at the customer’s expense.

If a refund is approved in this situation, shipping fees, handling costs, and production costs may be deducted from the refund amount.

Aurora Hawaiian Shirt is not responsible for delivery issues caused by incorrect or incomplete shipping information provided by the customer.

11. Packages Marked as Delivered

If tracking shows that your package was delivered but you did not receive it, please first check with:

Your household members
Neighbors
Building reception or mailroom
Local post office or carrier office

If the package still cannot be located, please contact us with your order number. We will do our best to assist, but we cannot guarantee a refund or replacement for packages confirmed as delivered to the correct address.

12. Refund Processing

If a refund is approved, it will be issued to the original payment method used at checkout.

Please allow several business days for the refund to appear on your bank statement or payment account. Processing time may vary depending on your payment provider.

Shipping fees may be non-refundable unless the issue was caused by our error.

13. Chargebacks and Payment Disputes

We encourage customers to contact us first before opening a chargeback or payment dispute.

Most order issues can be resolved faster by contacting our support team directly. Opening a chargeback without contacting us may delay the resolution process and may limit our ability to provide a replacement, refund, or other solution.

14. Our Responsibility

Although Aurora Hawaiian Shirt works with trusted Print-on-Demand and fulfillment partners, we remain responsible for your order support and customer experience.

If your item arrives damaged, defective, misprinted, or incorrect, we will review the issue and work with you toward a fair solution according to this policy.

15. Contact Information

For return, exchange, refund, or order issue requests, please contact us:

Aurora Hawaiian Shirt
Website: https://aurorahawaiianshirt.com/
Address: 129 John Grn Pl, Spring Hill, TN 37174, United States
Phone: (615) 302-1815
Email: [email protected]
Customer Support Hours: Mon–Sat, 9:00 AM–5:00 PM