Refund policy

We offer a 30-day return policy for eligible non-customized products. You have 30 days after receiving the last item in your order to request a return.

For a change-of-mind return, you pay the direct cost of returning the goods. If you are outside Canada, you may need to send the return to Canada. If the goods are faulty, damaged on arrival or incorrect due to our error, HicatPrint covers reasonable return shipping costs as required by applicable law.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must include proof of purchase.
  • The item must be returned according to the instructions provided by our customer service team.

To start a return request, check the available options in Your orders or email us at support@hicatprint.com.

The conditions for our voluntary 30-day return policy do not limit statutory consumer rights. For EU consumer purchases, see the right of withdrawal below.

For a voluntary return, please contact us before sending goods back so we can provide return instructions.

If your voluntary return request is approved, we will send you return instructions.

Return Address

XMarVir Trade Inc.
357 Grackle St
Ottawa, Ontario K1X 0G6
Canada

Custom and Personalized Products

Items made to your specifications or clearly personalized cannot be returned or exchanged unless they arrive damaged, defective, or there is an error caused by HicatPrint.

This includes, but is not limited to:

  • Custom decals with personalized text
  • Custom logo stickers
  • Personalized wall decals
  • Custom window decals
  • Personalized metal signs
  • Other goods made to your specifications or clearly personalized

Please carefully review your customization details before submitting your order. Customers are responsible for providing accurate text, spelling, measurements, and design information.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives:

  • Damaged during shipping
  • Defective
  • Incorrect compared to your order
  • Missing parts or items

Please email support@hicatprint.com as soon as possible, ideally within 7 days of delivery, so we can investigate promptly. This is a request for prompt notice and does not limit your statutory rights if an item is damaged, defective, incorrect or incomplete.

Please include:

  • Your order number
  • Photos showing the issue
  • A description of the problem

We will review your request and provide the best possible solution, including replacement or refund when applicable.

Installation Issues

Our decals are made with quality materials and are designed for proper application.

Please note that issues caused by:

  • Incorrect installation
  • Failure to clean the surface before application
  • Applying the product to unsuitable surfaces
  • Not following installation instructions

are not considered product defects.

For the best results, please carefully follow the installation instructions provided with your order.

Non-Returnable Items

The following exclusions apply to our voluntary return policy. They do not limit your statutory rights if an item is defective or does not match your order, or your applicable right of withdrawal for eligible items bought on sale.

  • Custom or personalized products
  • Products made specifically according to customer requests
  • Sale items
  • Gift cards

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges for most products.

If you need a different item, size, or design, please contact us. In many cases, we can help you place a new order or provide a suitable solution.

Refunds

For voluntary returns, once we receive and inspect your return (if applicable), we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow 5–10 business days for your bank or payment provider to complete the refund process.

For voluntary returns, original shipping charges are generally not refundable except in the cases listed below.

  • The item arrived damaged;
  • We sent the wrong item;
  • The issue was caused by an error on our part.

Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

Because many of our products are made to order, production may begin shortly after purchase.

Once production begins, changes or cancellations may no longer be possible for items made to your specifications or clearly personalized. Any applicable statutory rights still apply.

European Union Customers

For eligible EU consumer purchases, you can notify us that you wish to withdraw without giving a reason before delivery and up to 14 days after receiving the last item in your order. You can send a clear statement to support@hicatprint.com, including if your order is in transit and the order page does not show a request option. You do not need our prior approval to exercise this right. After notifying us, you normally have 14 days to send the goods back. You pay the direct return shipping costs for a withdrawal without a product issue. The seller-responsibility rules above apply to faulty, damaged or incorrect goods.

The right of withdrawal does not apply to goods made to your specifications or clearly personalized. Selecting a standard option on a ready-made item does not by itself make it personalized. Your statutory rights for faulty, damaged or incorrect goods still apply, including for personalized items.

For a valid statutory withdrawal, we issue the refund without undue delay and within 14 days of receiving your notice. If you withdraw from the entire order, this includes the cost of the least expensive standard delivery option we offered. Unless we have offered to collect the goods, we may wait until we receive them back or you provide evidence that you sent them, whichever happens first.

Model Withdrawal Form

You may use this form or send any other clear statement of withdrawal. Send it to XMarVir Trade Inc. at the return address above or by email to support@hicatprint.com.

I hereby give notice that I withdraw from my contract for the sale of the following goods:

  • Goods
  • Date ordered
  • Date received, if applicable
  • Consumer name
  • Consumer address
  • Signature (paper form only)
  • Date

Contact Us

If you have any questions regarding returns, refunds, or your order, please contact us:

Email: support@hicatprint.com