Return & Exchange Policy

 

RETURN&REFUND

Custom orders cannot be returned or exchanged because they have been personalized. After placing an order, we will start the order customization process immediately. Therefore, once the order is placed, we can no longer support changes to the customized information, eg. Size or color. 

If it is indeed our mistake, we will absolutely fix the problem immediately for you and re-send you a new product. Unfortunately, we do not accept refunds in this situation. Please understand that customized products are with your exclusive customized information. Once sold, they cannot be sold again. We appreciate your understanding!

CANCELLATION

Your order is not eligible to be canceled and modified once it's locked for processing after you placed it.

Please be informed that: Personalized Orders are locked for processing right after the order is completed so it is impossible to make adjustments. Please double check all details before completing the order. 

FREE REPLACEMENT

This applies to packages with no movement for more than 3 weeks or far exceeding our estimated time of arrival. If there is no problem with the shipping address, you will receive a FREE replacement in a timely manner.

Also, we will take full responsibility within 30 days from order arrival, if the product(s)

  • Have been crashed, damaged or faultydue to the fault of our factory or the carrier;
  • Significantly different fromwhat you ordered, eg. your customized information is printed incorrectly

Replacement Process:

Please send us an email including the following information:

  • Order numberand your Email
  • 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 the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.

We will re-send you a new product in the above situation if it’s confirmed by our customer service. We believe that REPLACEMENT may help resolve your issue at best. Thus, we do not have policies for refund.

Note:

We typically DO NOT accept replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.


    If you have any inquiries regarding cancellations or any of our other policies please contact us here or send an email to support@embrolygift.com. You will get a reply within 24 hours.