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 from time to time without providing you with prior notice and to make the final decision on any issues arising between you and us during your purchasing process.

Order Adjustment/Cancellation

Once you finish the checkout of an order, you can adjust its information by contacting us via support@shops-support.com within 06 hours. If you do not make any change to your order within 06 hours, the order will be sent to production, and you can no longer adjust the order details or cancel it.

The design of personalized items cannot be adjusted after the order is successfully placed.
You can make any change to the color or size of your ordered item unless that change results in any difference in the price of the final item.
If you want to adjust the item quantity/model in a discounted order, please contact us via support@shops-support.com to cancel it, and then you place a new one.

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 claim for the late delivery that is filed later than 60 business days from the date of order placement will be rejected.
The actual product arrives at your shipping address in a damaged condition;
The actual product is delivered in the wrong size/color.
The actual product is not as good as written in the product description.

2. There is no need to return your item under any circumstances. If you have an issue with your order, please send us an email explaining the issue via support@shops-support.com. Our customer service team will reply back to you and your issue will be processed no longer than 2 business days. You will get the replacement or refund if appropriate. Please note that if you return your item without our request, we will not be responsible for any loss or additional costs resulted from your return.

3. In order to best resolve your issue, you should provide all relevant materials for us to investigate the issue, including:

Clear photos of quality issues and/or any damages of the actual product; Please note that photos of the damaged product must be captured while it is still placed in the shipping package;
Photos of the wrong product delivered, or photos of the actual product in the wrong size, color, or artwork printed. Please note that the product must be in its original condition and have not been used; and
The original shipping label of the product or its image.

4. 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 witht currency, the final transaction price may in 7 business days of refund confirmation. Please note that it is your payment provider that decides when your refund will go back to your payment account.

Disclaimer:

1. You must provide all information and materials in connection with your orders placed on our store when needed. We reserve the right to suspend or terminate your customer account if you fail to provide the information and materials needed or provide inaccurate or fraudulent information.

2. We shall not be liable or responsible for any damages, 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 make a purchase, the risk of order loss transfers from our store to you from the moment we deliver your order to the carrier. You will bear all related liabilities and risks during the third-party transportation of your order.

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