What is your return and refund policy?
All custom orders are made according to the approved design and are non-returnable once production has started. This includes orders where molds, dies, or other tooling have been created.
Refund Conditions:
Mold/Tooling Fees：Any costs associated with creating custom molds, dies, or tooling are non-refundable once the order is confirmed and production begins.
Sampling / Pre-Production Proof Fees
Sampling & Pre-Production Costs：
If a physical sample or pre-production proof is requested and completed, a sampling fee equivalent to 10% of the total order value will be charged and is non-refundable, even if the customer decides not to proceed with mass production after sample approval or review.
This fee covers design labor, material usage, machine setup, and production time associated with the sampling process.
Credit Toward Mass Production：
Sampling fees may be credited toward the total mass production cost only if the order proceeds without cancellation. If the order is canceled or does not move forward to mass production, the sampling fee will not be refunded or credited.
Order Cancellation by Customer： If the customer cancels the order after design approval and production has started, refunds may only be considered for unused materials or services. Mold/tooling fees and any work already completed will not be refunded.
Manufacturing Errors or Defects：Refunds or replacements are available only if the final product is defective or does not match the approved design proof. 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.
All refund requests must be submitted within 5 business days of receiving the product or noticing a defect.
Refunds, if applicable, will be processed within 5–10 business days to the original payment method.
Important Notes: Customers must carefully review and approve design proofs before production begins.
Artwork Approval Terms
To ensure timely production and delivery, all customers are required to review and approve their artwork (proofs) before production begins.
1. Approval Deadline
Customers must confirm their artwork within 7 days of receiving the proof.
2. Automatic Approval
If no response, revision request, or approval is received within 7 days, the artwork will be considered automatically approved. We will proceed with production based on the latest proof sent to the customer.
3. No Changes After Production Starts
Once production begins, no further changes to design, colors, size, or specifications can be made. Any changes requested after production has started will require additional fees, including possible full re-production costs.
4. Customer Responsibility
Customers are responsible for:
- Reviewing the proof carefully
- Confirming spelling, colors, Pantone codes, sizes, and layout
- Ensuring all design elements meet their expectations
We are not responsible for errors that were present on the proof and were not corrected before approval or automatic approval.
5. Delays Caused by Late Approval
Delays in responding to proofs may directly impact the production and shipping timeline. We are not liable for any delays caused by late approval or lack of response.
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.
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Cancellation Fee
Scope
Applies to orders paid via PayPal or Credit Card.
If an order is canceled due to customer reasons, a processing fee will be charged based on the order status.
Processing Fee
• Customer Cancellation Before Sample Production (Unapproved / No Sample Made): 6% of the total transaction amount
• Patch Sample Orders (Design Confirmed & Sample Produced): 10% of the total transaction amount
Refund Calculation
Refund Amount = Transaction Amount – Processing Fee
Refunds will be issued through PayPal or Credit Card after deducting the applicable processing fee.