When it comes to sales through your Shopify store, you are the trader.
The print sale transaction is between you (the seller) and the customer. We act as the print fulfiller, meaning that there is a separate transaction between you (the seller) and us for the production costs.
Learn more about these separate transaction processes here.
Refunds, other than for defected prints (see below) are at your discretion as the trader and your own returns policy.
For example, if a customer requests a refund for a reason such as they have changed their mind and do not want the print anymore, then choosing to refund them is entirely at your discretion.
We recommend allowing refunds within a reasonable time period, and this should be clearly stated in your returns policy. If you need to process a refund, prints should be returned to your address and once received, you would issue them a refund from your Shopify account.
The production costs and shipping charges that you are charged by creativehub on this sale will not be refunded to you as this was a separate transaction covering the print fulfilment costs.