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Refund Policy

Thank you for choosing Custom Kool Gifts for your hand engraving needs. We take pride in providing high-quality craftsmanship and exceptional service to our valued customers. However, we understand that situations may arise where a refund is necessary. This refund policy outlines the conditions and procedures for requesting a refund for our hand engraving services. By placing an order with us, you agree to the terms and conditions of this refund policy.

1. Refund Eligibility:

  • Defective or Damaged Items: If the hand-engraved item you receive is defective or damaged during transit, you may be eligible for a full refund or a replacement of the same item.

  • Engraving Errors: In the event that we make an error in the engraving, such as a spelling mistake or the wrong font, we will offer a full refund or re-engraving of the item at no additional cost.

2. Non-Refundable Items/Services:

  • Custom Engravings: Items with custom or personalised engraving designs, where the error is not a result of our workmanship, may not be eligible for refunds. We encourage you to carefully review the engraving details before placing your order.

  • Change of Mind: If you change your mind about the engraving after it has been completed and it does not fall under the refund eligibility criteria mentioned above, we may not be able to provide a refund.

3. Refund Process:

To request a refund, please follow these steps:

  • Contact Us within 15 days of receiving the engraved item.

  • Provide clear photographs and details of the defect or damage for verification purposes.

  • Our team will review your refund request and respond to you with further instructions.

4. Inspection and Verification:

All refund requests will be subject to inspection and verification to determine eligibility based on the criteria mentioned in this policy. We reserve the right to decline a refund if the item is found to be in good condition, the error is not due to our workmanship, or the refund request does not meet the stated eligibility criteria.

5. Refund Options:

Based on the eligibility criteria, approved refunds will be processed in the following manner:

  • Full Refund: If eligible, you will receive a full refund of the amount paid for the hand engraving service.

  • Partial Refund: In some cases, a partial refund may be offered based on the circumstances.

6. Refund Timeline:

The time it takes for the refunded amount to be credited to your account may vary depending on your payment method and processing times of financial institutions. We will make every effort to process refunds promptly once the eligibility is confirmed.

7. Return Shipping Costs:

If you are eligible for a refund due to a defective or damaged item, we will provide instructions for returning the item. In such cases, we will cover the return shipping costs.

8. Policy Changes:

This refund policy is subject to change without prior notice. Any updates or modifications to the policy will be posted on our website.

9. Contact Us:

If you have any questions or concerns about our refund policy or need assistance with a refund request, please contact our customer support team at customkoolgifts@gmail.com or call us on 0401646 544.

Custom Kool Gifts reserves the right to make the final decision on all refund requests, and we will consider exceptional circumstances on a case-by-case basis.

 

Thank you for your understanding and cooperation.

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