The Ehlers-Danlos Society Printed Merchandise Policy
The Ehlers-Danlos Society (hereby referred to as The Society) is committed to delivering high-quality printed merchandise tailored to our customers’ needs. All proceeds from the sale of printed merchandise directly contribute to supporting The Society’s mission and vision.
We are equally committed to sustainability and responsible business practices, in line with our Environmental, Social, and Governance (ESG) objectives. We have implemented the below policy regarding our printed merchandise.
Non-Refundable and Non-Exchangeable Items
All merchandise is made-to-order to ensure there is no over-production each product is created specifically for you when you place an order, which significantly minimizes excess production and waste of resources, supporting our commitment to environmental stewardship.
Consequently, all purchases of printed merchandise are considered final and non-refundable, except in cases where the item is found to be defective upon receipt. We do not provide refunds for instances of buyer’s remorse, nor do we accept returns or exchanges for sizing issues. Prior to placing your order, please refer to the size guide for the related merchandise item.
In the unlikely event that you receive a damaged or faulty item, please notify us at [email protected] within seven days of receiving the merchandise, accompanied by photographic evidence of the fault. This ensures a fair and thorough assessment of all issues. Upon confirmation of the fault, we will either refund or replace the item accordingly.
Order Cancellations
Once an order for printed merchandise has entered the production process, it cannot be cancelled or modified. We kindly request that customers review their orders carefully before finalizing the purchase.
Order Delivery
For packages that are lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date to [email protected]. In cases where the shipping address provided was incorrect, the customer assumes responsibility. We may request assistance from the customer in contacting the shipping carrier to locate the lost order. If an item is confirmed as lost, we will cover the costs of reprinting and shipping a replacement order.
If tracking information indicates that an order was delivered but the customer claims non-receipt, we cannot be held responsible and will not reship the order. Any replacements in such cases would be at the customer’s expense.
In the unlikely event that an order is marked as delivered but has not been received, we encourage customers to directly engage with the shipping carrier. The carrier may be able to provide detailed information regarding the delivery process, such as the exact location where the package was left. We recommend checking with household members, neighbors, or building management as the package may have been accepted on your behalf. Immediate contact with the carrier increases the likelihood of promptly locating your order, minimizing delays and potential issues.
Policy Review and Amendments
This policy will be reviewed annually, by the end of the first quarter (Q1), to ensure that it continues to meet the needs of The Society and its community.
The Society reserves the right to update or modify this Printed Merchandise Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
How to Contact Us
For further assistance or inquiries regarding our Printed Merchandise Policy, please do not hesitate to contact us.
Email us at: [email protected]
Call us: +1 410-670-7577 or +44 203 887 6132
Or write to us at: The Ehlers-Danlos Society Headquarters, 447 Broadway, 2nd FL #670, New York, NY, 10013, USA or The Ehlers-Danlos Society Europe Office, Office 7, 35-37 Ludgate Hill, London, EC4M 7JN, United Kingdom