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\nThis page is about money only: when Scrub Ink sends a refund, how much it is, where it goes and what to do if you cannot see it yet. It does not explain how to pack a parcel or request a label. Those steps are on the Returns & Exchanges Policy page. Read that one to send something back. Read this one to know what happens to your payment afterwards.
\nRefund timing at Scrub Ink runs on two clocks, and it helps to know which one you are on.
\nThe first clock is yours. You have 60 days from delivery to ask for a return. Inside that time, any item can come back, including one printed with your name, your unit and the letters after your name.
\nThe second clock is ours. Once the returned parcel reaches us, we send the refund within 7 days. The clock starts when the return is received. It does not start when you email us, when the label is issued or when you drop the parcel off, because until the item arrives the return is still in motion.
\nFor a cancellation there is no parcel, so there is only one clock: ask within 24 hours of ordering and the refund is sent within 7 days.
\n| Situation | \nWhat starts the refund | \nWhen it is sent | \nReturn postage | \n
|---|---|---|---|
| Change-of-mind return within 60 days of delivery | \nThe returned item reaches us | \nWithin 7 days of receiving it | \nPaid by us with a free return label | \n
| Personalised item returned within 60 days of delivery | \nThe returned item reaches us | \nWithin 7 days of receiving it | \nPaid by us for change-of-mind returns | \n
| Order cancelled within 24 hours of ordering | \nYour cancellation request | \nWithin 7 days | \nNothing to send back | \n
| Item arrived damaged or not as ordered | \nYour email with the order number and a photo | \nContact us and we will help | \nContact us and we will help | \n
| Parcel has not arrived | \nYour email with the order number | \nContact us and we will help | \nNothing to send back | \n
The last two rows are written plainly on purpose. Each of those cases depends on what happened to that one parcel, so we do not publish a single rule for all of them. Write to us with the details and we will work it out with you.
\nThe refund for a returned line is the amount you paid for that line. That includes the size add-on if there was one: $2 for 2XL and 3XL, $4 for 4XL and 5XL. A 4XL hoodie is refunded at the 4XL price you paid, not at the base price.
\nShipping was free on your order, with no minimum, so there was no shipping charge to refund and none is withheld. For a change-of-mind return, the return label is free as well, so the cost of sending the parcel back is not subtracted from your refund.
\nSome worked examples:
\nIf you swap for a different size and the new size has a different add-on, the difference is small and goes in the direction you would expect: moving from XL to 3XL costs $2 more, and moving from 5XL to XL costs $4 less. We will set out the numbers in our reply before anything is finalised.
\nA refund goes back to the payment method used at checkout for that order. We do not send refunds to a different card, a different account or a different person from the one who paid.
\nThat matters for gifts. If a parent paid for a pinning gift and the new grad sends it back, the refund returns to the parent’s payment method. If the two of you would rather the new grad choose something else, ask for store credit instead and tell us which email address it should sit under.
\nIt also matters for unit orders. When one person paid for 20 lines and co-workers reimbursed them in cash or by app, a refund for two returned lines goes to the one person who paid us. Settling up between co-workers after that is between you and your people.
\n“Sent within 7 days” describes when the refund leaves us. Banks and payment providers then take their own time to show it on a statement, and that part is outside our control. If your statement closes in between, the refund may appear on the next one.
\nYou can ask for store credit instead of a refund to your payment method. Say so in your return email. Store credit never expires. There is no date printed on it and no deadline to spend it by.
\nStore credit suits a few situations well. A travel nurse between assignments may not know the next unit name yet and would rather hold the value until the 13-week contract starts. A new grad waiting on a final unit placement can hold credit until the Unit field can be filled in with confidence. A charge nurse who returned three wrong sizes from a unit order can hold credit against the next round when new hires come off orientation.
\nTo use credit on a later order, email us before you check out and we will help apply it.
\nYou can cancel an order within 24 hours of placing it. When you do, the refund is sent within 7 days. Since nothing was shipped, nothing needs to come back, and the amount is the full order total.
\nAfter 24 hours an order may already be in the making stage. Write to us anyway and we will tell you where it stands. If it can no longer be stopped, the route to a refund is the 60-day return after delivery. How to ask, and what else can be changed inside the window, is on the Cancel or Change an Order page.
\nPrices on this site are in USD, and refunds are sent in USD for the same amount you paid in USD. If you paid from Canada, Australia or New Zealand with a card or account in your local currency, your bank or payment provider converted the original charge and will convert the refund too. Exchange rates move between the day you paid and the day the refund arrives, so the figure in your local currency can differ slightly from the original. Any conversion fee is set by your bank.
\nImport duties or taxes, if a destination country charged them on the way in, are charged by that country and not by Scrub Ink. They were never part of our price, so they are not part of our refund. If you have a question about a specific order, email us and we will help with what we know.
\nWork through these steps in order.
\nIf you believe you were charged twice for one order, or charged an amount that differs from your order email, send us both figures and the order number. We will look into it and help put it right.
\nA new grad ordered a Unit Quarter-Zip Pullover in M with “NICU” on the unit line during orientation, then received a permanent spot on Peds. The pullover came back inside the 60 days under a free return label. It reached us on a Tuesday, so the refund was due to be sent by the following Tuesday at the latest. The amount was the M price, with no add-on because M sits at the base price. The new grad placed a fresh order with “PEDS” on the line the same week, without waiting for the refund, since the two are separate transactions.
\nA charge nurse on a step-down unit paid for 24 crewnecks in one order. Three did not fit: an XL, a 2XL and a 4XL. All three travelled back in one parcel. The refund was the sum of those three lines at the prices paid, which means the base price three times, plus $2 for the 2XL and $4 for the 4XL. It went to the charge nurse’s payment method as a single amount. The other 21 lines were not affected.
\nA travel nurse returned a Unit Sign Tee near the end of an assignment and asked for store credit, because the next unit was not confirmed. Eleven weeks later, with a new floor and a new unit name, the credit was still there in full. Store credit never expires, so there was no balance to chase and no extension to request.
\nIf a charge looks wrong, please write to us first. One email with the order number usually clears up a refund question faster than a dispute opened through a bank, which can lock the transaction while it is reviewed. Writing to us does not remove any right you have with your bank or payment provider. It is simply the shorter road.
\nWe would rather be exact than generous on paper. This page states three things about timing and one about postage: 60 days to return from delivery, a refund sent within 7 days of receiving the return, a refund sent within 7 days for an order cancelled inside 24 hours, and free return postage on change-of-mind returns. For anything outside those, such as a parcel that went missing or an item that arrived damaged, the answer is to contact us with your order number, and a photo where there is something to photograph, and we will help. Photos sent with a problem report are deleted 30 days after delivery.
\nEmail support@scrubink.shop with your order number in the subject line. Support is by email only. Our address is Scrub Ink, 1511 Ahuawa Loop, Honolulu, HI 96816, US. For how you pay in the first place, see Payment Methods. For delivery estimates, see Shipping & Delivery. For the wider terms that apply to every order, which are governed by the law of Hawaii, see the Terms of Service.
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