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Why Custom Events USA?

Refund policy

Refund / Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

If you find yourself unsatisfied with the received product, kindly reach out to our team by emailing admin@customeventsusa.com within 14 days of receiving the item.

1. Return Procedure

If you believe the delivered product is defective, incorrect, or missing accessories, please follow the steps below:

  • Contact Us: Send product images with your order number and a short description of the problem to admin@customeventsusa.com. Our Sales representative will respond within 24 hours.
  • Call Us: You can call us directly at (844)-538-9555, and our sales representative will review the issue. Upon verification of the mistake, we will remake the product for you.
  • Return Approval: Once the return is approved, please write your order number on the label or package to ensure smoother processing of your return.

2. Returns and Refunds on Custom Products

Custom products are uniquely created to meet your specifications; hence, we do not accept returns unless there is a production error. Please follow the steps below if you encounter an issue with your custom order.

  •  Eligibility for Return or Refund

We accept returns or provide refunds for custom products only in the case of a confirmed production error.

  •  Return Procedure

To initiate a return due to a production error, follow these steps:

  • Contact Us:

    • Send product images with your order number and a short description of the problem to admin@customeventsusa.com.
    • Our Sales representative will respond within 24 hours.
    • Alternatively, you can call us directly at (844)-538-9555 to discuss your issue.

  • Verification: Our customer support team will review and confirm the error.

    • If the error is confirmed, we will make every effort to remake the item for you.
    • In cases where a remake is not possible, our Claims Representative will determine if a refund is warranted.

3. Returns and Refunds on Blank Products

1. Return Eligibility

If you wish to return blank products, please note the following criteria to ensure eligibility for a return:

  • Condition: Products must be in their original, unused, and undamaged condition.
  • Packaging: All original packaging and tags must be intact and included.
  • Time Frame: Returns must be initiated within 30 days of delivery.
  • Shipping Costs: Customers are responsible for covering the shipping costs to return blank products.
  • Non-Refundable Shipping Fees: Original shipping fees are non-refundable.

4. Return Window

When an error has been confirmed after careful investigation, we will make every attempt to promptly reproduce your order. We will process the redo order exactly as you had originally requested, minus any errors we made.

Important:

  • Complaint Filing: Customers have 30 days from the date of delivery to file a complaint.
  • Written Complaint: The customer must contact us about the complaint via email with supporting pictures showing the error (product received, packaging, etc.).
  • Return for Full Refund: If the error is confirmed by the factory, the customer must return the entire order in its original quantity to claim a full refund. The customer must ship the package back via ground shipping at their own expense. The refund will be processed within 7-10 business days once the order has been returned.
  • Replacement Order: If the customer opts for a replacement, the order 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.

5. Refund Method

  • Customers must ship the package back via ground shipping at their own expense.
  • Refunds will be processed upon return of products and once the issue has been confirmed.
  • The customer will receive the refund within 5 business days after the return is processed.

6. Responsibility for Return Shipping Costs

  • The entire order must be returned to the company by the customer in its original quantity as per the invoice for a full refund to be claimed.
  • The customer must cover the shipping cost for returning the product to claim a full refund.

7. Delivery Dates

  • Guaranteed Delivery Dates: Guaranteed delivery dates on the website are based on the assumption that all information needed to process the orders, including print-ready graphic artwork and files, is received with the order and proof is approved on time. If there is any delay in getting the required information from the customer, it might delay the delivery date.
  • Shipping Carriers: We use FedEx, UPS, DHL, or USPS as our shipping carriers. In rare cases, there might be a delay with the shipping carrier. In such instances, we do not take responsibility for the delay.

8. Non-Eligible Returns

Please note that the following conditions will render your return ineligible:

  • Used or Damaged Products: Items that have been used, damaged, or altered in any way will not be accepted.
  • Missing Packaging: Products missing original packaging or tags will not qualify for a return.
  • Late Returns: Returns initiated beyond the 30-day return window will not be accepted.

9. Note on Returned Items

All items returned to our warehouse will undergo stringent quality checks before any refunds are issued. Custom Events USA reserves the right to cancel the refund if any of the following conditions are found in the returned items:

  • Used products
  • Missing or damaged products
  • Damage to the original packaging
  • Missing tags

If any of these conditions are identified, the refund will be canceled. The products can be reshipped to you if you agree to bear the standard ground shipping charges.

Contact Us:

Number: (844)-538-9555   

Email: admin@customeventsusa.com          

Address: 4220 Saginaw Ln, Carrollton, TX 75010, USA