Refund policy

REFUND & EXCHANGE POLICY

The Covenant Chronicles

Last Updated: November 22, 2025


Our Commitment to Quality

At The Covenant Chronicles, we're committed to delivering high-quality, made-to-order apparel that meets your expectations. Every product is custom-created specifically for you, reflecting our dedication to meaningful craftsmanship. Because of this made-to-order process, our refund and exchange policy differs from traditional retail stores. This policy explains what to expect and how we'll support you if any issues arise.

Important: Made-to-Order Products

All products from The Covenant Chronicles are custom-made specifically for you after you place your order.

This means we cannot accept returns or exchanges in the following situations:

We CANNOT Accept Returns or Exchanges For:

  • Wrong size ordered - We encourage you to carefully review our detailed sizing charts before ordering

  • Wrong color selected - Please verify your color selection before completing your purchase

  • Change of mind - Once production begins, we cannot cancel or modify orders

  • Style preference - "I don't like how it looks" or "It's not what I expected"

  • Buyer's remorse - General dissatisfaction with a product that meets quality standards

  • Fit preference - "It fits differently than I thought" or "I prefer a different fit"

Why This Policy Exists

Unlike mass-produced items sitting in warehouses, each Covenant Chronicles product is printed and created only after you order it. This on-demand model allows us to:

  • Minimize waste and environmental impact

  • Offer a wider variety of designs

  • Keep costs lower for you

  • Create fresh, never-before-worn products

However, this also means we cannot resell returned items, making traditional return policies economically unfeasible for our small business.

How to Choose the Right Size

To help ensure you order the correct size, we provide:

  • Detailed sizing charts on every product page

  • Measurement guides showing exactly how to measure yourself

  • Fit descriptions (e.g., "unisex fit," "women's cut," "relaxed fit")

  • Size comparisons to standard sizing when available

Pro Tip: If you're between sizes, we recommend ordering the larger size for comfort. Take a few minutes to measure a similar garment you already own and compare it to our size charts.

What We DO Cover - Our 30-Day Quality Guarantee

While we cannot accept returns for sizing or preference issues, we absolutely stand behind the quality of our products. If you receive an item with a manufacturing defect, printing error, or damage, we will make it right—at no cost to you.

Covered Under Our Quality Guarantee:

Manufacturing Defects

  • Broken seams or stitching defects

  • Fabric flaws or holes (not caused by normal wear)

  • Construction defects

  • Color bleeding or fading (before first wash)

Printing Errors

  • Incorrect design printed

  • Misprinted graphics or text

  • Faded or incomplete prints

  • Wrong print colors

Wrong Items

  • Received completely wrong product

  • Wrong size sent (different from what you ordered)

  • Wrong color sent (different from what you ordered)

  • Missing items from your order

How to Request a Refund or Replacement

If your order falls under our Quality Guarantee coverage, here's how to request a resolution:

Step 1: Check Your Product Immediately

Upon receiving your order:

  1. Open the package and inspect all items

  2. Check for any defects, damage, or printing errors

  3. Verify you received the correct items, sizes, and colors

IMPORTANT: Before reporting any quality issues, please wash your product first.

Some normal characteristics may alarm you but are not defects:

  • Temporary vinegar smell - This is from the printing process and will dissipate after airing out and washing

  • White residue or slight discoloration - This is not permanent and will wash away after the first wash

  • Light marks - Some light marks are temporary and will disappear after washing

Step 2: Contact Us Within 30 Days

Timeframe: You must report issues within 30 days of delivery (not order date)

Contact Information:

Email: support@thecovenantchronicles.com (update with your actual email)

Subject Line: "Order #[YOUR ORDER NUMBER] - Quality Issue"

Step 3: Provide Required Information

To process your request quickly, please include:

Required:

  • Your order number (found in your confirmation email)

  • Clear, well-lit photos of the issue:

- Full product photo showing the entire item

- Close-up photo(s) of the defect/issue

- Photo of the product tag/label

- Photo of the packaging (if damaged in shipping)

  • Detailed description of the issue

  • Your preferred resolution: replacement or refund

Step 4: We Review Your Request

Response Time: We typically respond within 24-48 business hours

Our Review Process:

  1. We examine your photos and description

  2. We verify the issue is covered under our Quality Guarantee

  3. We determine the best resolution

  4. We respond with next steps

Step 5: Resolution

If Your Claim is Approved:

Option 1 - Replacement (Most Common)

  • We'll create and ship a replacement product at no cost to you

  • No need to return the defective item

  • You'll receive a tracking number once the replacement ships

  • New product follows the same production timeline (2-7 business days + shipping)


Special Situations

Lost Packages

If tracking shows your order hasn't moved or appears lost:

Timeframe: Report within 30 days of the estimated delivery date

What We Do:

  1. We investigate with the shipping carrier

  2. If confirmed lost, we provide a free replacement

Before Contacting Us:

  • Wait until 5 business days after the estimated delivery date

  • Check with your local post office (they may be holding it)

  • Ask neighbors if the package was left with them

  • Verify the shipping address in your confirmation email

Returned to Sender (Wrong Address / Unclaimed)

If the carrier returns your package to our fulfillment center:

Reasons this happens:

  • Incorrect or incomplete shipping address provided

  • Package was unclaimed at delivery location

  • Multiple failed delivery attempts

  • Refused delivery

What We Do:

  1. You'll receive an email notification when the package returns to us

  2. We'll hold the package for 30 days at no storage cost

Reship to Correct Address

• We can reship the order to the correct address

• You pay for new shipping costs

• Processing time: 1-2 business days + shipping time


IMPORTANT: If you provided an incorrect address, reshipping costs are your responsibility. Please double-check your shipping address before completing checkout!

Exchanges for Size or Color

Size Exchanges

We do not offer free size exchanges because each product is made-to-order. However, if you ordered the wrong size, you have options:

Option 1 - Purchase the Correct Size

  • Place a new order for the correct size at regular price

  • Keep or donate the incorrect size

  • Use discount code RESIZE10 for 10% off your replacement order

Option 2 - Sell or Gift the Item

  • Keep the item and gift it to someone who fits that size

  • Sell it secondhand to recoup your costs

Color Exchanges

We do not offer color exchanges for the same reason as size exchanges—each product is custom-made. If you ordered the wrong color:

  • You may place a new order for the preferred color

  • Keep or donate the unwanted color item

  • Use discount code RECOLOR10 for 10% off your replacement order

Refund Processing

Refund Timeline

Once a refund is approved:

  • Processing: 1-3 business days

  • Credit to account: 5-10 business days (depends on your bank/card issuer)

  • Total timeframe: 7-14 business days from approval

Refund Method

Refunds are issued to your original payment method:

  • Credit card → Credit card used for purchase

  • Debit card → Debit card used for purchase

  • PayPal → PayPal account used for purchase

  • Other payment methods → Original payment source

We cannot issue refunds to different payment methods or accounts.

What's Refunded

For quality issues covered by our guarantee:

  • Full product cost

  • Original shipping cost

  • Any applicable taxes

For returned packages (wrong address):

  • Full product cost

  • Applicable taxes

  • Original shipping costs (non-refundable)

Product Care to Prevent Issues

Before First Wash

Normal characteristics that are NOT defects:

  • Vinegary smell from the printing process

  • Slight off-white residue on fabric

  • Light creases from packaging

  • Temporary printing ink smell

These will disappear after washing!

Proper Washing Instructions

To maintain your product's quality and prevent damage:

  • Wash inside out in cold water

  • Use mild detergent

  • Tumble dry low or hang to dry

  • Do not bleach

  • Do not iron directly on the printed design

  • Do not dry clean


Contact Us

For Refund or Exchange Questions:

Email: support@thecovenantchronicles.com (update with your actual email)

Response Time: 24-48 business hours


Thank you for supporting The Covenant Chronicles. We value your trust and are committed to making things right when genuine quality issues occur. Your satisfaction with our products is important to us, and we appreciate your understanding of our made-to-order business model.

Questions? Email us at support@thecovenantchronicles.com