Article 1 Statement
All our products come with this simple guarantee: if you are not satisfied with your product for any reason, please feel free to contact our service staff, and we will do the right thing.
Article 2 Explanation of terms
2.1 "Seller" means CustomNameGift.
2.2 "Buyer" means the buyer or any person acting on behalf of the buyer and authorized by the buyer.
2.3 "Services" refer to all services provided by the seller to the buyer, including any suggestions or recommendations (where the context permits, any service provision as defined above should be included).
2.4 "Price" refers to the cost of goods agreed between the buyer and the seller.
Article 3 Cancellation policy
Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours. Please note that on all canceled or changed orders(after 24 hours) of personalized items there is a 30% restocking fee.
Please note that you couldn’t cancel or change your purchase once we ship out your order.
Article 4 Reasons Covered by FULL COVERAGE Return/Exchange
Our warranty period is valid for 99 days.
4.2 If we sent the wrong order or item(s), you received any broken items, the personalized info is different from you provided to CustomNameGift, or the quality of the products you received is defective, please notify us immediately via e-mails.
Article 5 Reasons Covered by LIMITED COVERAGE Return/Exchange
5.1 If you chose the wrong size, color or other parameters of items.
5.2 If personal reasons due to changed mind, personal taste, ordering numerous personalized items for the purposes of comparison or sizing, or you do not see the detailed description, etc.
5.3 Personalized items are one-of-a-kind, those returns will incur a 30% restocking fee.
5.4 Customer is responsible for return postage fees, and replacement postage fees.
Article 6 Reasons Not Covered by 99 Days Return & Exchange
6.1 Items that have been resized, updated, and/or repaired do not qualify.
6.2 Products are damaged by misuse, mishandling, or poor maintenance.
6.3 The time frame for return & exchange exceeds 99 days from when the original order was received.
6.4 Items which have been used and damaged within 99 days from the delivered date.
6.5 Items returned without authorization will not be accepted.
Article 7 Return Service Procedure
7.1 All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
7.2 For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
7.3 To request a return, please contact our customer service. One of our reps will follow up with you via email with instructions. If you require assistance, please email us at firstname.lastname@example.org. If it is a quality issue, please provide an order# and attach clear photos of the items that represent the issue.
7.4 Return address (Please contact customer service for the return address, do not send your return to the address on your package. That is not our return address and will affect the processing of your return.)
7.5 Please make sure you provide us the tracking# and receipt after you return.
7.6 For returns caused by consumers, the freight shall be borne by consumers. The specific cost is subject to the courier company you choose. If the goods received are damaged or incorrect due to our reasons, consumers do not need to bear the resulting shipping costs.
Article 8 Refund
You will receive your refund within 15 days after we receive the returned item.
Article 9 Replacement
8.1 Due to the manual nature of the goods, they may change and slightly discolor. Due to the calibration of the computer screen and printer, the color will also undergo some changes. The buyer acknowledges that these changes and discolorations are not product defects, and accepts the possibility of this happening.
8.2 The buyer shall inspect the goods at the time of delivery and shall notify the seller in writing of any alleged defects, shortages, damage, or non-compliance with the description or quotation within forty-eight (48) hours after delivery. The buyer shall give the seller the opportunity to inspect the goods within a reasonable time after delivery. If the buyer fails to comply with these terms, it shall ultimately be presumed that the goods meet the terms and conditions without any defect or damage.
For further information, you can contact Our Customer Services on:
Business Hour: 9:00PM - 6:00AM Sun.- Fri. (EST)