Refund policy

1. General Information

All products in our store are made to order and fulfilled by our production partner, Printful. Each item is printed specifically for you once an order is placed.

Because of the custom-made nature of our products, we do not accept returns or exchanges unless the item is defective, damaged, or incorrectly fulfilled.

2. Damaged, Defective, or Incorrect Items

If you receive:

  • A damaged item

  • A manufacturing defect

  • The wrong item

  • The wrong size (if we fulfilled it incorrectly)

You must contact us within 14 days of receiving your order.

Please email us at: kr@masonicmuseum.eu and include:

  • Order number

  • Description of the issue

  • Clear photos of the product and packaging

If the issue is confirmed, we will offer one of the following remedies:

  • A free replacement

  • A full refund to the original payment method

We do not require you to return the defective item unless specifically requested.

3. Size Exchanges

We provide detailed size charts on all product pages. Since all items are made to order:

  • We do not offer size exchanges

  • We do not accept returns due to incorrect size selection

Please carefully review the size chart before placing your order.

4. Buyer’s Remorse / Change of Mind

We do not accept returns or offer refunds for:

  • Ordering the wrong size

  • Changing your mind

  • Entering an incorrect shipping address

  • Minor color differences caused by screen display variations

As all products are custom printed, we cannot restock or resell returned items.

5. Non-Delivery or Lost Packages

If your package is lost in transit, please contact us within 30 days of the estimated delivery date.

We will investigate the issue with the carrier and may offer:

  • A replacement shipment

  • A refund

If the delivery address provided by the customer was incorrect, we cannot guarantee replacement or refund.

6. EU 14-Day Withdrawal Right

Under EU consumer protection law, customers normally have the right to withdraw from a purchase within 14 days.

However, according to Article 16(c) of Directive 2011/83/EU, this right does not apply to goods that are:

“made to the consumer’s specifications or clearly personalized.”

Since our products are made to order and produced individually for each purchase, the right of withdrawal does not apply.

7. Refund Processing

If a refund is approved:

  • Refunds are issued to the original payment method

  • Processing time: 5–10 business days depending on your bank

We do not refund original shipping costs unless the item was defective or incorrectly fulfilled.

8. Contact Information

If you have any questions about this policy, please contact:

[Masonic Museum Shop, SIA]
Registered in Latvia
Email: kr@masonicmuseum.eu