Refund and Returns Policy

Last Updated: November 16, 2025

At How to Ascend, we’re committed to your satisfaction with every purchase. Because our products are custom-made print-on-demand items created specifically for you, we have specific guidelines for returns and refunds.

Custom Print-on-Demand Products

All items in our shop are printed on demand after you place your order. This means each product is created specifically for you, making our return policy different from traditional retail stores.

Our 30-Day Quality Guarantee

We stand behind the quality of our products. If you receive an item that is defective, damaged, or incorrectly printed, we’ll make it right within 30 days of delivery.

Eligible for Return/Replacement:

  • Defective products – Manufacturing defects or printing errors
  • Damaged items – Products damaged during shipping
  • Wrong item received – If we sent you the incorrect product
  • Significant quality issues – Major printing defects, discoloration, or material flaws

Not Eligible for Return:

  • Change of mind – Since items are custom-made to order
  • Size or fit issues – Please refer to our size charts before ordering
  • Minor color variations – Screen displays may show colors differently than printed items
  • Design preferences – If you simply don’t like the design after receiving it
  • Buyer’s remorse on custom or personalized orders

How to Request a Return or Replacement

If you believe your item qualifies for a return or replacement:

  1. Contact us within 30 days of receiving your order at admin@ascend101.com
  2. Provide your order number and a clear description of the issue
  3. Include photos showing the defect, damage, or error
  4. Wait for approval – Our team will review your request within 2-3 business days

Important: Do not return items without prior approval. Unauthorized returns will not be accepted or refunded.

Approved Returns & Replacements

Once we approve your return request:

  • Defective/Damaged Items: We’ll send a replacement at no cost to you, or issue a full refund if you prefer
  • Wrong Item Sent: We’ll send the correct item immediately and provide a prepaid return label for the incorrect item
  • No return shipping required for manufacturer errors – we’ll send your replacement without requiring the original item back in most cases

Refund Processing

If a refund is approved:

  • Refunds are processed within 5-7 business days of approval
  • Credit will be applied to your original payment method
  • Please allow 5-10 business days for your financial institution to post the credit
  • Original shipping costs are non-refundable unless we made an error

Missing or Late Refunds

If you haven’t received your refund after the stated timeframe:

  1. Check your bank account or credit card statement again
  2. Contact your credit card company or bank – posting times vary by institution
  3. If you still don’t see the refund after 15 business days, contact us at admin@ascend101.com

Lost or Stolen Packages

We’re not responsible for packages marked as delivered by the shipping carrier. However, we want to help:

  • Check with neighbors, building management, or household members
  • Verify the shipping address you provided was correct
  • Contact the shipping carrier to file a claim
  • We may offer a one-time courtesy replacement at our discretion

Exchanges

Since our products are made to order, we don’t offer direct exchanges. If you need a different size or design:

  1. Request a return for the original item (if eligible)
  2. Place a new order for the item you want
  3. We’ll process your refund once the return is approved

Damaged in Transit

If your package arrives damaged:

  • Take photos immediately of the packaging and product
  • Contact us within 48 hours at admin@ascend101.com
  • We’ll work with you to send a replacement or issue a refund

Order Cancellations

  • Before Production: Contact us immediately at [your email address]. If we haven’t started printing, we can cancel and refund your order
  • After Production Begins: Orders cannot be cancelled once printing has started (usually within 24-48 hours of ordering)

Wrong Address Provided

If you provide an incorrect shipping address:

  • Contact us immediately at admin@ascend101.com
  • We’ll attempt to update the address before shipping
  • If the item has already shipped or is delivered to the wrong address, we cannot offer a refund or replacement
  • You may need to file an address correction with the carrier

Sale & Promotional Items

  • Sale items follow the same return policy – defective or damaged items will be replaced or refunded
  • Promotional codes cannot be reissued after a refund is processed
  • Clearance items are final sale and cannot be returned unless defective

Contact Us

For questions about returns, refunds, or order issues:

Email: admin@ascend101.com
Response Time: We typically respond within 24-48 hours

We’re here to ensure you love your Ascend101 merch. If there’s an issue with your order, reach out to us and we’ll do everything we can to make it right.

This policy applies to all orders placed through Ascend101.com. By making a purchase, you agree to these terms.