Return & Refund Policy
1. General Policy for Customized Products
We only offer exchanges, not returns for orders. Since customized products are personalized as per your requests, they cannot be returned or refunded once production starts. By placing an order, you confirm that you understand this policy.
2. Key Timelines & Conditions
Order Modifications
You may request changes to your customization details immediately after placing the order by contacting our customer service.
If production has already begun, modifications to customization details will not be possible. Please carefully review all order details before checkout.
If production has already begun, modifications to customization details will not be possible. Please carefully review all order details before checkout.
Exchanges for Our Errors
If we (or our carriers) make a mistake (e.g., damaged products, significant differences from your order, or printing errors in customization), we will:
Resolve the issue immediately by sending a new product at no cost to you. You need to contact us within 30 days of receiving the goods. After 30 days, we will not solve the after-sales problem for you.
No refunds will be provided for such cases, as customized products are exclusive to you and cannot be resold.
Late or Lost Packages
For packages delayed beyond 3 weeks (or significantly past the estimated delivery date):
If the shipping address is correct, we will resend your order for free.
If the shipping address is correct, we will resend your order for free.
3. Replacement Process
Step 1: Contact Customer Service
To request a replacement, contact us within 30 days of delivery at:
- Email: service@ballsgamegift.com
- Include: Order number, your email address, and photos showing the issue (if applicable).
Step 2: Review & Approval
Our team will review your request. You will receive an email notification about the approval or denial of your replacement request.
Step 3: Replacement Shipment
If approved, we will ship a new product to you promptly.
Step 4: Receive New Product
You will receive the replacement product at the address on file (or updated address, if corrected).
4. Important Notes
Address Errors
We do not accept replacements for customer - caused address errors (e.g., incorrect or incomplete addresses). Please verify your address carefully before checkout.
Color Variation
Due to lighting during photography or monitor display differences, a 20% color variation between the product image and the actual item is acceptable.
Replacement Fees
A small shipping fee applies for replacements requested in these cases:
- Errors in your customization input (e.g., wrong product/style/size requested by you).
- You do not need to return the defective item for replacement in such cases.
We do not offer refunds for customized orders, except in cases explicitly stated above (and even then, only replacements—no refunds). All customized products are made exclusively for you and cannot be resold.
By placing an order, you agree to this Return & Refund Policy. For questions, contact us at service@ballsgamegift.com.