Returns & Exchanges Policy
We want you to be delighted with your purchase. Below, you’ll find our policies regarding returns, exchanges, and cancellations, including special terms for fully and semi-customized products. If you have any questions, please reach out to our Customer Support team—your satisfaction is our top priority.
General Eligibility & Timeframes
We accept returns or exchanges for standard (non-custom) items within 14 days of purchase, provided the items are unused, in their original condition, and include all original packaging and components.Products designed for specific conditions (e.g., indoor use only) must be used accordingly. Failure to follow recommended usage guidelines may void eligibility for returns, exchanges, or refunds.Fully Customized Products
Once you receive a fully customized product and confirm it meets your requirements (e.g., at delivery or upon final quality check), no refunds will be issued. However, if you have any concerns, please contact your assigned designer or project manager directly so they can address and resolve any issues.
Cancellation Window & Fees
You may cancel a fully customized order within 8 hours of placing it, free of charge.If you cancel after 8 hours, a 30% cancellation fee applies to cover the costs of materials, design work, and production already underway.Contract-Based Orders
If your fully customized product is part of a larger contract or a specific agreement, different terms and conditions may apply as outlined in that contract.
Semi-Customized Products
Refunds for Structural Flaws Only
Semi-customized items are refundable only in cases where a structural or design flaw is identified under normal usage conditions.
Claim Process
To file a claim, please contact Customer Support and provide clear photos (or requested documentation) of the flaw. We may request additional details to properly assess the issue.
Replacement Criteria
If it is determined that we made an error, we will offer to repair or replace the item. Feasibility depends on factors such as project complexity, shipping, and item size.Time & Project Constraints
If replacement timelines are not feasible, we will work with you to find a fair and suitable alternative solution.How to Initiate a Return or Exchange
Contact Customer Support
Provide your order number, item details, and the reason for your return or exchange. Our team will guide you through the next steps and, if applicable, issue a Return Authorization.Shipping Costs
Unless the return or exchange is due to our error (e.g., a defective or incorrect item), customers are generally responsible for return shipping costs. We recommend using a trackable shipping service for added security.Tracking Your Order
Once your order is shipped, you’ll receive a shipping confirmation email with a tracking number. Simply follow the link provided in the email or enter the tracking number on our website’s tracking page to stay updated on your shipment’s status.
Refunds
Processing Refunds
For approved returns, refunds will be issued to your original payment method. Processing times may vary depending on your bank or credit card provider.Exchange Shipments
If you are exchanging an item, we will ship your replacement once the original item is received and processed.Defective or Incorrect Items
If you receive a defective or incorrect item, please notify us immediately. We will arrange for a replacement or provide a prepaid return shipping label if the issue is due to an error on our part. We apologize for any inconvenience and will resolve the matter promptly.
Not Satisfied? Contact Us First
If you’re not satisfied with your purchase, or if you believe there is an issue not covered by the above policies, please reach out to our Customer Support team. We handle each concern on a case-by-case basis and do our utmost to find a fair solution.
Additional Safeguards & Disclaimers:
- Evidence & Verification
We may request photos, videos, or other documentation to verify any defect or issue before authorizing a return, exchange, or refund. This helps maintain a fair policy for all. - Packaging & Proof of Shipment
Please ensure all returned or exchanged items are securely packaged to avoid damage during transit. Retain your shipping receipt and tracking number until we confirm receipt. - Final Determination
We reserve the right to deny returns or exchanges that do not meet these criteria or if there is reason to suspect fraudulent activity.
