Effective Date: 1 September 2026
Custom Products
Due to the personalized and custom-made nature of our products:
Custom orders are generally non-returnable and non-refundable once production has begun.
This includes:
- Custom dimensions
- Personalized content
- Custom design services
- Special-order materials
- Prototype work
Before Production
Orders may be canceled before production begins.
Approved refunds may be reduced by:
- Design labor already performed
- Administrative expenses
- Non-refundable payment processing fees
- Materials already purchased
Defective Products
If a product arrives damaged or contains a manufacturing defect:
- Customers must notify us within 10 calendar days of delivery.
- Supporting photographs may be required.
- We may choose to:
- Repair the item
- Replace the item
- Issue a partial refund
- Issue a full refund at our sole discretion.
Shipping Damage
Shipping claims may require:
- Photographs
- Packaging documentation
- Carrier cooperation
Customers should retain all packaging materials until a claim is resolved.
Customer Errors
Refunds are not available for:
- Incorrect measurements supplied by the customer
- Incorrect specifications
- Customer approval mistakes
- Design changes after approval
- Subjective aesthetic preferences when the product substantially conforms to approved specifications
Non-Delivery
If a package is confirmed lost by the carrier, we will work with the customer to provide a replacement, refund, or claim resolution as appropriate.
Chargebacks
Customers agree to contact us and provide a reasonable opportunity to resolve disputes before initiating credit card chargebacks or payment disputes.