We are committed to providing you with quality products. As part of this commitment, we have designed this Refund & Replacement Policy.
Also please be informed that placing an order means that you accept all the terms mentioned below.
DEFECTS AND QUALITY ISSUES
If you find any defects or quality issues with your product, please bring our attention to it immediately after receiving your package. You may send us an email with an attached picture of the product and its packaging via at support@familycustom-gifts.com
If the issue satisfies our Acceptability of Quality Conditions, we will replace your order. Please bear in mind that print-on-demand products like customized blankets may take the same amount of time as the original order to be reshiped.
ACCEPTABILITY OF QUALITY CONDITIONS FOR REPLACEMENT
If you find any defects with your products as below, please bring our attention to it within 30 days since you received the product by contacting us at support@familycustom-gifts.com.
Then, please fulfil one of the following conditions:
- Design Error
Wrong design on the product compared to the design request made by the customer.
- Bad Quality Design
Blurred image, botched design, or incomprehensible print on the product.
- Overdue
The shipment does not reach you within the promised timeframe.
- Damaged Product
Product damaged on arrival – be it during the shipment, before, or while making the delivery.
CANCELLATION & MODIFICATION
If you change your mind about your purchase, please sending us an email to support@familycustom-gifts.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within 05 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.
Please be informed that:
- A management and transaction fee (20% of your total order value) will be applied for the cancellation.
- We are not guaranteed to deliver your order in timely manner if your order needs design modification as it will take us much longer to modify your design in this holiday seasons.
- Items can be return/exchange and get a refund within 30 days of receiving the product, in an unlikely event of the damaged, defective or wrong item delivered to you.
NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.
RETURNS POLICY
All return shipments coming to our US factory cost us an additional $10 per shipment, irrespective of whether it’s because of wrong shipping address or customer rejection on delivery.
Additionally, most of the orders we receive are for personalized products like gifts for Christmas, or gifts for Mother’s Day, which hold unique sentimental value to individual customers and hence, can not be resold.
For these reasons, we DO NOT ACCEPT any Return Requests.
REFUNDS
At this time we do not offer Return in any case, we just offer replacement. If your item is deffective, you don't need to return the item and we will resend you a replacement for free.
Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or sample shown to you
- Damaged due to the fault of our factory or the carrier
- Not what you ordered
Please be noted that with other cases (not mentioned above) we only offer partial refund (excluding shipping fee).
Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
To file a claim, please send us an email to support@familycustom-gifts.com and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
If your claim is in regards to a printing error, please include photographs of the error.
If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- Full delivery address
- Contact telephone number
Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
INCORRECT ADDRESS
For orders shipped to the wrong address due to a customer inputting the incorrect address:
- We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be donated right after they come back to our warehouse)
- The customer must cover the cost of ordering replacement items
So please be extremely careful when entering your shipping address.
