Last updated · 15 October 2026
Refund policy
How to request help with failed images, incomplete packs and an unused purchase at Shirt Mockup Lab.
- Service operator
- VIDREAM LTD
- Company number
- 16513006
- Registered address
- 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
- Support contact
- support@shirtmockuplab.com
- Jurisdiction
- England and Wales
- Refund requests
- Read the refund policy
Confirmed image failures return the credit
A confirmed failed generation restores its reserved image credit once. If a request is still pending or its outcome is unknown, wait for that request to be checked before trying again. A restored image credit is available for another image; it is not a cash refund.
Incomplete packs and replacement images
The result page lists completed, failed and pending images. A failed scene can be replaced using its returned credit. A successful replacement becomes part of the original pack ZIP. An optional redraw of an already delivered image uses another credit.
Refunds for completely unused packs
You can request a refund within 14 days of purchase if the paid pack is completely unused. Contact support@shirtmockuplab.com with your order reference before spending any credits from that pack. A pack with any used credits is outside this unused-pack offer. Refund requests are reviewed before they are issued; mandatory consumer rights and applicable payment-provider requirements remain in effect.
Example scenes generated from our own artwork
For help with an order, image credits or a file, see the support page.