Refund policy
Last updated: August 2, 2026
At TissueMotif, many of our products are created according to customer-selected specifications and submitted artwork. Please review this policy carefully before placing your order.
30-Day Return Policy
We accept return requests for eligible non-customized products within 30 days after delivery.
To qualify for a return, the product must be:
- Unused and in the same condition in which it was received
- In its original packaging
- Accompanied by the order number or proof of purchase
- Eligible for return under this policy
Customized, personalized, printed, or made-to-order products are generally not eligible for return unless they arrive damaged, defective, or different from the approved order specifications.
Starting a Return
To request a return, contact us at:
Please include:
- Your order number
- The email address used to place the order
- The reason for the return
- Clear photographs where the item is damaged, defective, or incorrect
If your return is accepted, we will provide return instructions and the applicable return address.
Items sent back without prior authorization will not be accepted. Do not send returns to our registered business address unless we specifically instruct you to do so.
Customized and Personalized Products
Custom tissue paper and other products made using customer-submitted artwork, logos, text, colors, sizes, quantities, or specifications cannot normally be returned or refunded because they are produced specifically for the customer.
A customized product is not considered defective solely because:
- The customer uploaded incorrect artwork
- The artwork contained a spelling or design error
- The customer selected the wrong size, color, paper weight, or quantity
- The printed color differs slightly from a screen display
- The customer changed their mind after production began
- The completed product matches the submitted or approved design
This does not affect claims involving genuine manufacturing defects, shipping damage, or an incorrect product supplied by TissueMotif.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order.
Changes or cancellations may be possible before artwork preparation or production begins.
Once artwork preparation, printing, or production has started, the order may no longer be changed or cancelled. Customized products already in production are not eligible for a change-of-mind refund.
Damaged, Defective, or Incorrect Items
Please inspect your order shortly after delivery.
Contact us promptly if:
- The product arrived damaged
- The product has a manufacturing defect
- You received the wrong product
- The printed product materially differs from the approved order details
- Part of the order is missing
Please provide your order number and clear photographs of:
- The affected products
- The shipping packaging
- The shipping label
- The quantity affected
We will review the information and determine an appropriate resolution, which may include a replacement, reprint, partial refund, or full refund.
Please keep the products and original packaging until the claim has been reviewed.
Minor Production Variations
Custom tissue paper may have minor variations caused by the paper material, printing process, cutting, folding, ink absorption, or production tolerances.
Minor differences that do not materially affect the intended use of the product may not be considered defects, including:
- Small variations in printed color
- Differences between screen colors and printed colors
- Minor shifts in artwork position or repeat alignment
- Normal variation in paper transparency
- Slight differences between production batches
- Normal dimensional tolerances disclosed on the product page
Non-Returnable Items
We do not accept returns for:
- Customized or personalized products
- Products printed with customer-submitted artwork
- Made-to-order products
- Used or damaged products not caused by TissueMotif
- Products returned without authorization
- Gift cards
- Clearance or final-sale items, where clearly marked
- Products returned more than 30 days after delivery
- Products without proof of purchase
Contact us before ordering if you are uncertain whether a product is eligible for return.
Return Shipping
For approved returns involving an incorrect, damaged, or defective product caused by TissueMotif, we will provide instructions regarding return shipping or another appropriate resolution.
For eligible non-customized returns made because the customer changed their mind, the customer is responsible for return shipping costs unless otherwise required by applicable law.
Original shipping charges are generally non-refundable unless the return results from an error by TissueMotif or applicable law requires otherwise.
We are not responsible for return packages that are lost, damaged, or sent to an unauthorized address.
Exchanges
We do not offer direct exchanges for customized products.
For an eligible non-customized product, the fastest way to obtain a different item is to request a return and, after the return is approved, place a separate order for the replacement product.
Customized replacement orders are handled individually when the original product is confirmed to be damaged, defective, or incorrect.
European Union Right of Withdrawal
For eligible non-customized goods delivered to consumers in the European Union, you may have the right to withdraw from the purchase within 14 days after receiving the goods, without providing a reason.
The product must be returned unused, in its original condition and packaging, together with proof of purchase.
The statutory right of withdrawal generally does not apply to products made according to the customer’s specifications or products that are clearly personalized, including tissue paper printed with customer-submitted logos, text, artwork, colors, or custom dimensions.
Nothing in this section limits mandatory rights relating to faulty, damaged, or incorrectly supplied goods.
EU rules generally provide a 14-day withdrawal period for distance purchases but exclude goods made to the consumer’s specifications or clearly personalized.
Refunds
We will notify you after we have reviewed the returned product or approved claim.
If a refund is approved, it will be issued to the original payment method within 10 business days.
Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to process and display the refund.
Shipping charges, customs duties, import taxes, transaction fees, or other third-party charges may not be refundable unless required by applicable law or the refund results from an error by TissueMotif.
If more than 15 business days have passed since we confirmed that a refund was issued, contact us at:
Contact Us
For questions about returns, damaged products, cancellations, or refunds, contact:
TissueMotif
Website: TissueMotif.com
Email: info@TissueMotif.com
Phone: +86 180 8709 6471
Support hours:
Monday–Friday, 9:30 AM–5:30 PM China Standard Time (UTC+8), excluding public holidays.