Returns & Refunds Policy
At Stitchdesignus, customer satisfaction is our foremost commitment. We specialize in creating custom-made products tailored to your specifications. Please review the following policy governing returns, refunds, and replacements. Do not hesitate to contact us if you have any queries. By completing a purchase, you acknowledge and accept these terms.
RETURN & REFUND
Eligibility for Returns or Refunds: Our products are custom-made for you. Returns and full refunds are available in the following situations:
- The product significantly differs from its description or the preview shown.
- The product is damaged due to our manufacturing process or during shipping.
- You received an incorrect product.
Note: A variation of up to 20% between product images and the actual product may occur due to lighting or monitor display differences.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
For cases not specified above, a partial refund, excluding shipping costs, may be considered.
CANCELLATION
You may cancel your order within 12 hours of placing it. After this 12-hour window, the order is locked and the production process begins, making cancellation no longer possible.
Note: Cancellation is permitted if the request is made prior to shipment and falls within the timeframe specified on the website.
FREE REPLACEMENT
Please report any problems within 30 days from the delivery date to be eligible for a replacement or refund. We are unable to process requests after this 30-day period.
Also, we will take full responsibility within 30 days from order arrival, if the product(s):
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Have been crashed, damaged or faulty due to the fault of our factory or the carrier;
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Significantly different from what you ordered, eg. your customized information is printed incorrectly
Process for Replacements and Refunds:
Please send us an email including the following information:
- Your order number.
- Photos or videos showing the defect.
- For printing errors, include detailed photographs of the error.
- For sizing issues, include photos with a measuring tape or ruler for scale.
- If items are missing, provide images of the received item with the detailed shipping label.
- For a malfunctioning item, a clear video demonstrating the issue is required.
Our support team will review your claim. Eligible cases will result in a replacement at no extra cost or, if a replacement isn't feasible, a full refund, including shipping costs.
Return address: Room 384, Building 1, No. 270 Guanlong Road (Dongcheng Section), Dongcheng Subdistrict, Dongguan City, Guangdong Province, China
Replacement orders will follow standard order processing times.
Expected Time for Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If your refund request is approved, the refund is credited in the same currency as the original payment:
- For bank account payments, the refund is credited to your bank account.
- For PayPal balance payments, the refund is credited to your PayPal balance.
- For credit card payments, the refund will be credited to the sender's card (it can take up to 10 days depending on the card issuer).
Note:
We typically DO NOT accept replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.
If you have any inquiries regarding cancellations or any of our other policies please contact us here or send an email to . You will get a reply within 24 hours.