1. Overview:
We take pride in the quality of our products and aim to provide you with a top-notch shopping experience. All our items are personalised to your requirements, so we have a strict policy on returns, exchanges, and refunds. Please read the following to ensure a smooth experience with your order.
2. Product Quality:
We guarantee that all our products are of the highest quality and undergo a thorough check before being sent out. However, because the items are personalised, we cannot accept returns, exchanges, or offer refunds unless there is a manufacturing fault or damage during shipping.
3. Colour Differences:
Please note that colours may look slightly different from the actual product due to lighting, display settings, and the nature of digital photos. These differences are not a reason for returns, exchanges, or refunds.
4. Returns & Exchanges:
- No Return/Exchange for Non-Defective Items: As all our products are personalised to your specifications, we do not accept returns, exchanges, or refunds unless the product is defective or incorrect.
- Defective or Incorrect Products: If you receive a defective item, an incorrect product, or if an item is missing, we require a detailed 360-degree unboxing video to investigate the issue.
5. Requirements for Reporting Issues:
- Unboxing Video: In the event of damaged, missing, or incorrect items, a 360-degree unboxing video must be submitted. The video should clearly show the condition of the parcel upon arrival, any damage or error, and should be filmed without pauses or cuts.
- Time Frame: The video must be sent within 5-6 hours of receiving your parcel. Claims made after this time frame may not be considered.
- Clear Documentation: The video must clearly capture the issue in question, with the unboxing process visible from all angles to verify the problem.
6. Shipping Costs for Return/Exchange:
- In the event of a return or exchange for a defective or incorrect item, the customer will be responsible for the shipping costs involved in returning the product to us.
- We recommend using a trackable shipping method to ensure the item reaches us safely. Any returns that are lost or damaged during transit are not our responsibility.
7. No Refund Policy: As all products are personalised, no refunds will be issued under any circumstances, except in cases of significant damage or an error on our part.
8. Contacting Us for Assistance: If you experience any issues with your order or have questions regarding our policies, please contact our customer support team as soon as possible. We are happy to assist you in resolving any issues that arise within the applicable guidelines.
9. Final Decision: In the event of any disputes or concerns, our decision regarding the acceptance of a return, exchange, or refund will be final. We encourage you to carefully review your order and our policy before confirming your purchase to ensure your satisfaction.
By placing an order with us, you acknowledge and agree to this Exchange & Return Policy. Thank you for choosing our products.