Return & Refund Policy

Important Note: Because your products are custom-made, your return policy must be much stricter than for standard, off-the-shelf retail items. The policy below reflects this, focusing on defects or errors on your part, rather than buyer’s remorse.

Return & Refund Policy

Last Updated: [30th, Jun, 2025]

At Custom Acrylic Product, we are committed to creating high-quality, personalized items that you’ll love. Because each product is custom-made specifically for you, our Return & Refund Policy is designed to address issues related to manufacturing defects or errors on our part.

1. All Sales Are Final on Custom Products (Exceptions Below)

Due to the personalized nature of our custom acrylic products, all sales are final and non-refundable, except in the following specific circumstances:

• Manufacturer Defect: The product has a significant flaw or defect in its materials or craftsmanship that occurred during the manufacturing process.
• Damage During Shipping: The product arrived broken or significantly damaged during transit. (Please also refer to our Shipping Policy for procedures regarding shipping damage.)
• Error on Our Part: The final product does not match the approved design, text, or specifications due to an error made by Custom Acrylic Product. This does not include errors in spelling, grammar, dimensions, or design choices provided or approved by the customer.

2. Eligibility for Returns/Refunds (Only for Exceptions)

If your item falls under one of the exceptions listed above, please review the following eligibility criteria:

• Timeframe: You must contact us within [Number, e.g., 3-5] business days of receiving your order to report the issue.
• Proof: You must provide clear photographic evidence of the defect, damage, or error. This is crucial for us to assess the issue and, if necessary, file a claim with the shipping carrier.
• Original Condition: The item must be in its original, unused condition (except for the reported defect/damage) and, if possible, in its original packaging.

3. Non-Returnable / Non-Refundable Situations

We cannot accept returns or issue refunds for items in the following situations:

• Change of Mind / Buyer’s Remorse: You no longer want the item, or it doesn’t meet subjective expectations not related to quality (e.g., color appears slightly different on screen, which is common).
• Customer-Supplied Errors: Errors in spelling, grammar, dates, names, images, dimensions, or any other design element that were provided by the customer or approved by the customer during the design proofing process.
• Minor Imperfections: Small, negligible variations inherent in the manufacturing process of acrylic products (e.g., tiny bubbles, minor edge variations, slight tool marks not affecting the overall appearance or integrity of the product).
• Damage Caused by Customer: Damage occurring after delivery due to misuse, accidents, improper handling, or lack of proper care.
• Delays Due to Shipping Carrier: While we strive for timely delivery, we cannot be held responsible for shipping delays caused by the carrier once the item has left our facility.
• Items without Prior Authorization: Any items returned to us without prior authorization and a confirmed return process from our customer service team.

4. How to Initiate a Return/Refund Request

If you believe your order qualifies for an exception as outlined above, please follow these steps:

1. Contact Us Immediately: Send an email to [Your Email Address] within [Number, e.g., 3-5] business days of receiving your order.
2. Provide Details: In your email, include:
   • Your Order Number
   • A clear description of the issue (defect, damage, or error)
   • Attach clear photographs or videos that show the defect, damage, or discrepancy. For shipping damage, include photos of the damaged product AND the packaging (inner and outer if applicable).
3. Review Process: Our team will review your request and the provided evidence. We may contact you for additional information if needed.
4. Resolution: If your request is approved, we will work with you to find a solution, which may include:
   • Replacement: We will produce and ship a replacement item at no additional cost to you. This will follow our standard production and shipping times.
   • Repair: In some cases, we may offer a repair if feasible.
   • Partial or Full Refund: In rare cases where a replacement or repair is not possible or appropriate, we may offer a partial or full refund to your original payment method.

Please Note: Do not send items back to us without prior approval and instructions from our customer service team. Unsolicited returns will not be processed.

5. Order Cancellations

• Before Production: If you need to cancel an order, please contact us as soon as possible at [Your Email Address]. If your order has not yet entered the production phase (typically within [Number, e.g., 24-48] hours of order placement, assuming no design approval is pending), we may be able to cancel it for a full refund, minus any transaction processing fees.
• After Production Begins: Once production has begun (materials ordered, design proofs approved, cutting started, etc.), your order cannot be cancelled for a full refund. Costs incurred up to that point (design work, material costs, labor) are non-refundable. We may offer a partial refund depending on the stage of production, but this is at our sole discretion.
• After Production is Complete: Orders that have completed production cannot be cancelled or refunded.

6. Refunds (If Applicable)

• Refunds, when approved, will be processed to the original payment method used for the purchase.
• Please allow [Number, e.g., 5-10] business days for the refund to appear in your account, depending on your bank or payment processor.
• Original shipping charges are non-refundable unless the return is due to our error or product defect.

7. Contact Us

If you have any questions or concerns about our Return & Refund Policy, or need to initiate a request, please contact us:

• Email: [[email protected]]
• Phone: [+86198 9882 6720]
• Business Hours: [Your Business Hours, e.g., Monday – Friday, 9:00 AM – 5:00 PM EST]

8. Policy Updates

This Return & Refund Policy may be updated from time to time to reflect changes in our practices or legal requirements. Any updates will be posted on this page.