REFUND & REPLACEMENT POLICY FOR BUYERS

The following terms and conditions apply to all orders placed on our website. We reserve the right to amend these terms without prior notice whenever deemed necessary and to use our discretion for any final decisions about issues between our two parties when applicable.

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ORDER ADJUSTMENT/CANCELLATION

After finalizing the checkout of an order, you may adjust its information by contacting us via support@shops-support.com within 06 hours. If you do not make any changes to your order within 06 hours, the order will be sent to production, and you will have to waive the right to adjust the order details or to cancel it.

The design of personalized items cannot be adjusted after the order is successfully finalized.

You may make changes to your ordered item’s color and/or size unless that change results in any fluctuation in the price of the final item.

The item quantity in a discounted order and the product type of your order cannot be changed. If you have any need for these changes, please contact us to cancel the order, after which you can then place a newly revised order.

*Please note that if you cancel your order within 06 hours of order placement, you will be responsible for the payment fee as this fee is non-refundable.

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REPLACEMENT & REFUND

1. Your order will be submitted to either replacement or refund if:

Your order does not arrive at your shipping address within 45 business days of order placement. However, please note that any claims on late delivery filed after 60 business days from the initial date of order placement will be rejected.

Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:

Photo(s) of quality issues and any damaged parts of the actual product received;
Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
Photo(s) of the original shipping label of the product received.

2. There is no need to return your item under any circumstances. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulting from your unapproved return. Thus, if you have an issue with your order, please contact us via support@shops-support.com within 07 business days of order delivery to explain your grievance. Our customer service will then help provide a replacement or refund if deemed appropriate.

3. After a careful check on your order, if we confirm via email that you are eligible for a refund, your refund will be processed by our internal team within 07 business days of refund confirmation. Please note that your payment provider decides when your refund will go back to your payment account.

4. The image quality of the customized artwork products.

Upon receiving your submitted materials for the products (image, notes, etc), if the photo(s) you sent are of bad quality or you failed to specify which face we should print, we will contact you via email to request another photo or to ask you to specify which face to print. If we receive no reply from you 2 days after our first email, we will process the order with your original photo(s) and attempt to decide whose faces to print on the product. If you do not like the order received because of the poor quality of the photo(s) or incorrectly selected faces by us, this will not qualify as cause for a refund.

When creating your artwork, we will use the photo you uploaded with your order. Thus, please provide us with high-quality photo(s) that adhere to our photo submission guide. Low-quality photos will result in low-quality artwork and we cannot offer any solution.

We do allow for notes to be added to orders in case you need to include any additional information. However, we can’t guarantee that special requests will be adhered to – for example, we cannot edit a photo to close or open a mouth, add a smile, etc.

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DISCLAIMER

1. You must provide all information and/or documentation in connection with your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if you fail to provide the information and/or documentation requested or if you provide inaccurate or fraudulent information.

2. We shall not be responsible for any damage, claims, liabilities, costs, harms, inconveniences, business disruptions, or expenditures of any kind that may arise as a result of or in connection with any used or stored products purchased from our store.

3. When you submit a purchase, the risk of order loss is transferred from our store to you/your party once your order is delivered to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.

4. We shall not take any liabilities for any loss or shipment delivery failure if your initial shipping address is incorrect. Therefore, kindly ensure your information is correct before checking out. After your order is completed, if you find any mistakes in the order confirmation, please contact us at support@shops-support.com as soon as possible to receive prompt support.

5. Regarding customized artwork orders, we are not responsible for printing photos/pictures you have no copyright to. In case you sent us photos you have no legal copyrights to (celebrities, popular personages, logo, etc.), we will contact you via email to request new, acceptable photos. If we receive no reply from you 5 days after the first email, we will cancel and refund your order.

6. Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to variables in screen resolution/color schemes. Please contact us with any questions regarding the color, material, or size of an item before purchasing.