RETURN, EXCHANGE & REFUND POLICY
Please read carefully before using the services offered by Customurink.com***************
Custom Your Ink works hard to ensure that all our products are high-quality standards & shipped on time and accurately. Custom Your Ink accepts returns and will issue a refund or replacement within 30 days of finishing checkout or 10 days of the delivery.
Because our products are custom printed and unique to each campaign, all the orders qualified for refund or exchange needs to be approved by our team. Please reach our customer support team at email@example.com or submitting us a ticket at Contact Us.
To complete your return, we require a receipt or proof of purchase. In the email sent to us, please attach all the proof for your request. The recommendation for the proof is product pictures, shipping label pictures.
I. HOW TO QUALIFY OUR REFUND, RETURN / EXCHANGE CHECKING PROCESS?
We accept refund, return / exchange if your products fall into below categories :
- The product itself is flawed, broken or malfunctioned.
- The quality is poor.
- Or the product received is not similar or materially different with what we were offering on the website / store.
- The product received is not what you ordered.
- Please submit your request of refund / exchange within 10 days after you received products from us.
- Please keep the shipping label on the parcel in the case we need it.
- Please remember to contact us before sending back the parcel. For managing purpose, we will need to record your information before you return. Please fill out our return request form. We will be in touch again with you very soon to solve your request.
- Please do not use the address printed on the shipping label for returning. This is just the pickup address. *Notice : Please do not send your purchase back to the manufacturer.
II. WE DO NOT ACCEPT RETURN, REFUND & EXCHANGE IN BELOW CASES
- You want a return / refund because you just do not like it anymore or change your mind about the product you ordered. Because our product is custom made and unique to each campaign so we can not accept return with that reason.
- To be eligible for returning, your item must be unused and in the same condition that you received it. It must also be in the original packaging. So we can not accept return / refund in the case you have worn or washed the item. We also can not accept return / refund if the item has been altered in anyway.
- The item tag has been removed.
- The item has redundant stitching that can be cut easily.
- Our tag has been broken.
- The defective is not our fault from the beginning.
- If 30 days has gone by since your purchase or you do not submit a claim within 10 days of the delivery date, unfortunately we can not offer you a return / exchange or refund.
- You use different form format to submit return / refund or exchange request to us.
- Gift card is an additional non-returnable item.
- Shipping charges are not refundable.
B. REFUND ( if applicable )
I. THERE ARE CERTAIN SITUATIONS WHERE ONLY PARTIAL REFUNDS ARE GRANTED ( IF APPLICABLE )
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
II. REFUND PROCESS ( IF APPLICABLE )
If we request that your item is returned to us, we’ll send the exchange or qualified refund your way after receiving your return.
Note : We review claims within 72 hours. After determining that your order qualifies for a replacement or exchange, domestic orders will typically ship 5-10 days from the claim approval date. For Alaska, Hawaii, Puerto Rico & International orders please allow an additional 2-3 weeks for delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Qualified refunds are processed immediately, but it may take 5-10 business days to appear on your statement depending on your method of payment.
Note : PayPal refunds will be instantly credited back to the PayPal account used for the original payment, but credit card refunds can take up to one billing cycle for the funds to appear back in your account. This can take three to four weeks, though it usually doesn't take that long.
If your refund still hasn't been applied after you receive your next bill, please let us know via the Contact Us or email us to firstname.lastname@example.org. We'll be happy to resolve that for you.
III. LATE OR MISSING REFUNDS ( IF APPLICABLE )
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
IV. SALE ITEMS ( IF APPLICABLE )
Only regular priced items may be refunded; unfortunately sale items cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
VI. LOST ORDERS
If your order is deemed ‘lost’ by our shipping carrier, we will dispatch a replacement to you at our expense or offer you a full refund.
Certain countries are considered "high risk" for issues such as lost or stolen and/or lost-in-transit shipments, not provide international tracking.In some case, Custom Your Ink is not liable for shipments that do not deliver successfully. Please refer to our Shipping Info to make sure your location in/out of these "high risk" locations.
C. EXCHANGES ( if applicable )
All products go through a quality control check before being sent to you. But if the product encounters any one of the problems below when you open the package, please let us know by taking pictures and send us an email directly to firstname.lastname@example.org with your order number.
- The printed image is not clear.
- The printed image is not in the center of the shirt or products.
- Package received wrongly against the order.
- Damaged due to delivery : torn, dirty...
- The order is not in the right size, color, or style compared to the order.
- Other mistakes caused by us...
Once the issue is verified to be correct and your proof is approved by our customer support team, we will reproduce and send you a replacement product. The product will completely be reproduced and ship to you without any new additional cost.
- Please refer and make sure to double check our size guide SIZE CHART, which is also linked on the item's page. We will not take any responsibility about the size if we made it as your request. In the case of shipping the wrong size in comparison with the order, we will follow the above policy.
- You may exchange unworn, unused, unwashed apparel items for a different size within 10 business days after the delivery date.
- Please note that beacause our items are custom printed, we can only exchange once.
- We only replace items if they are defective or damaged.
To set up an exchange, please reach out via the Contact Us, send us an email at email@example.com with your original order information and the size you'd like.
We use API to receive and fulfill your order. Once your order is submitted, it will be fulfilled and sent out from our facilities located in US, Europe or partner facilities located in Australia, Japan depending on your location. If your return / refund request approved, we will send you a returning address. Please send back the parcel to this address.
The return address is based on where your package was fulfilled:
- Packages sent out from our US fulfillment center and warehouse are returned to : 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
- Packages sent out from our Latvian facility are returned to Lidostas parks, Marupes novads, Latvia LV-2167.
- Packages sent out from our Spanish facility are returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
- Packages fulfilled by our partner facility in Australia are returned to 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
- Packages fulfilled by our partner facility in Japan are returned to 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.
* Please note these important informations below
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
- If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
*** If you have any questions about these Terms, please contact Custom Your Ink at firstname.lastname@example.org