Refund, Return & Replacement

1. REFUND

Due to hygiene reasons and the fact that our products are customized, we do not exchange or issue full refund unless an item you received has a major problem. This is when the item is:

• Significantly different from the description or the preview shown to you
• Damaged due to the fault of our factory or the carrier
• Not what you ordered

Please be noted that with other cases (not mentioned above) we only offer partial refund (excluding shipping fee)
NOTE:

• We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
• We typically DO NOT accept refunds or replacement due to customer's mistakes such as:
  - Incorrect selection of sizes, designs, colors, etc. So please review your order carefully before you check out to ensure your order is correct
  - Incorrect shipping addresses
  - Invalid address entry
  - Improper care, damages in use.
Our company can only offer you a discount for reordering in the cases above.

Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
A request needs to be submitted within 30 days from the delivery date or 45 days from the order date to qualify for credit or replacement.
To file a claim, please send us an email to support@embroyce.com and include the following information (this is a must):

• Order number
• 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 a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
• If some of your items are missing, please provide us an image of the received package's cover including the detailed shipping label so we can forward to our production department to investigate the problem
• Full delivery address
• Contact telephone number

We will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

• The refund process may take up to 14 business days and is credited via your original form of payment.
• Modifications are not allowed for replacement items.
• Remember not to return the item(s) you received because we do not accept returns. Please contact us if you have an order issue before returning any products.

2. RETURN

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we accept returns under the following conditions:

• Return Window: Customers may return products within 30 days from the delivery date.
• Condition of Products: To be eligible for a return, products must be in new, unused condition, and in their original packaging.
• Restocking Fee: A restocking fee of 30% of the product price will be deducted from your refund.
• Return Process:
  • Contact our customer service team to initiate a return.
  • You will receive a Return Authorization Number and instructions on how to send your item back to us.
  • Please ensure the item is securely packaged to prevent damage during return shipping.
• Refunds: Once we receive and inspect the returned product, we will process your refund minus the 30% restocking fee. Refunds will be issued to the original payment method used during purchase.
• Non-Returnable Items: Certain items are not eligible for return, including but not limited to:
  • Items marked as final sale
  • Perishable goods
  • Customized or personalized items
• Shipping Costs: Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part.

If you have any questions or need assistance with a return, please contact our customer service team at support@embroyce.com

Thank you for your understanding and cooperation.

3. REPLACEMENT

If your item is defective, you don't need to return the original item and we will resend you a replacement for free.

We do not allow modifications to replacement items.

We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!). Please review your personalization information before submitting your order. Check spelling, names & options carefully.

Your order is only eligible to be cancelled and modified within 04 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled or modified.