What is your return and refund policy?
Due to the custom nature of the products we manufacture, all sales are final. Once your order is in production, it may not be canceled for any reason.
Maxemblem backs each and every product we manufacture with our 100% Quality Guarantee. We will replace (at no additional charge to you) any defective custom product. We only require that you submit your written claim of the defective product to us within 30 days of receipt. For purposes of this question, the term “defect” or “defective” means a manufacturing error.
Complaint
If for some reason you think that the delivered product is defective, incorrect, missing accessories, and so on then please follow the steps below:
1. Send us your product images with order number at [email protected] with a short description of your problem. Our customer center will reach you within 24 hours.
2. Our customer center will review the issue. Upon verification of the mistake, we'll remake every attempt to promptly redo the order. We will process the redo order exactly as you had originally requested minus any errors that we made. We will not change the product, the logo or artwork, or the imprint color when processing the redo.
3. Defective custom products that have been received do not need to be returned.
Important:
The customers will have 30 days from the date of delivery of products to file a complaint.
The customer must contact us about the complaint. A written complaint via email along with supporting pictures showing the error has to be sent to us for investigation. (Product received, packaging, etc. )
If the error is confirmed by the factory customer, we will replace within 30 days of delivery.
The replacement will be exactly made as per the original order details rectifying the errors only. We will send a remake order to the customer within 7-10 business days.
Cancellation Policy
You can cancel a payment before it's completed at no cost.
Once an order is placed, you are free to cancel a non-rush order at any time before production has begun. Rush orders may not be canceled.
If we have not started production, you will receive a part cancellation refund.
Production starts when the mold maker begins creating the set-up for your custom product. Once this step has begun, charges are incurred and you may no longer cancel your order for refund.
If we have begun processing the mold for your custom order and you decide to cancel, you will be responsible for the mold charges and any other set-up fees we've incurred. We will deduct these enumerated costs from your payment and refund the rest of the amount you have paid.
Once we have fully manufactured the custom products you have ordered, you are responsible for the full payment amount and no cancellation refunds will be given.
Cancellation Fee
For orders paid by PayPal and Credit Card, if the order is canceled due to customer problems, we will charge processing fee (4% of the total transaction amount) when refunding.
The refund amount will be refunded by PayPal or Credit Card after deducting the processing fee etc.
Refund amount = Transaction Amount – Processing Fee.