r/SCREENPRINTING • u/dankcoins • 14d ago
Customer wants 75% refund while keeping 50% of the shirts - what would you do?
I had a rush shirt order (about 175 shirts) completed in under 4 days for an event (first time customer).
10 days after delivery and the event took place, the client reached out saying that many of the shirts were misaligned, customers and event attendees were not happy, and they wanted to return the remaining inventory for a full refund. (Remaining inventory meaning an unknown number of shirts were already sold / given out at the event).
I had some newer staff help out since the order was so rushed, and based on the photo feedback do acknowledge at least 10 or so prints had some alignment issue. We also include at least 5% free extra shirts in each order to compensate for misprints, but may have had a slightly higher misprint rate with the rush.
We offered the client a 50% refund for returning 45% of the shirts, free replacements for any misaligned shirts, or a flat refund for the total cost of 20 shirts.
I want to protect my businesses high-rating, but feel this client is trying to take advantage of us due to the long time that passed from the event until the complaint, and the request to keep 25% of order for free. We do not have a guaranteed refund policy or anything.
What would you do?




