Refund policy
1. Cancellation and Change Order Information.
1.1. Cancel the order
A request for cancellation of orders shall be valid and accepted only if they are made within 8 hours from the time frame of placing the order on the site.
Every cancellation request which is raised later than 8 hours from the purchasing time will not be accepted.
In case you would like to cancel the order, you must contact our customer support team by writing to support@unitrophy.com to get help quickly.
1.2. Change your order information
If you would like to exchange the order, such as: size, color etc...please make sure your request is sent within the time frame.
If you have made a mistake and chose the wrong address to be delivered. Not to worry, you can change your address within the first 8 hours. In the meantime, in case you find any errors related to your order information, please get in touch with us by immediately emailing at support@unitrophy.com. The Support Team would make a great effort to support dearest clients to correct their information in a timely manner as long as the parcels are still not shipped out.
However, please be noted that If the packages are fulfilled and in transit, the company would reserve the right to reject your request.
2. Return & Refund Policy
When you purchase something from our store, it means that our following policy has been acknowledged, approved and confirmed by you.
Please be noted that Unitrophy products are personalized & printed-on-demand items; therefore, our store DOES NOT accept any return requests regarding these items. Please determining exactly what you want to purchase is very important because after receiving your order, we would begin to produce it (such as size, the design).
However, If you figure out any issues related to your order, please have a reference with our detailed policies below and kindly mail to us as well as let us know what happened.
2.1. Allowed timeframe for submitting replacement / refund requests:
A request needs to be submitted within only 10 days from the delivery date or 45 days from order date to qualify for credit or replacement. If your replacement/refund request falls out of that timeframe, unfortunately, we can’t offer you a full refund or exchange.
2.2. Return & Refund Conditions
If the item(s) you received reflect(s) one of the problems below, please contact us here to report and request a replacement.
The item received is incorrect or defective: For incorrect or defective items, we can replace/refund the order.
The item received is damaged/broken: For damaged/broken items, we can replace/refund the order.
The order arrived with one or more items missing: If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos are required for quality control purposes.
Significantly different from the description or sample shown to you: If your order items have quality issues (such as blurry printing, faded printing, etc.), we can replace/refund the order.
Not what you ordered: If the item you received is totally different (different design or size) from what you ordered, we can replace the order.
In case of requests for order refund/ return/ reship, we reserve the right to accept or reject requests if it doesn't have a proper reason. Please notice, no refunds will be paid if the mistakes do not belong to us. In other words, we will not take action for any item that is not in its original condition, is damaged or missing parts for reasons not due to our error.
For further details, our store would not offer replacements/refund for the following cases which are common mistakes which are caused by customers:
- Incorrect shipping addresses
- Invalid address entry
- Improper care, damages in use.
- Incorrect selection of sizes, designs, colors, etc.
So please review your order carefully before checking out to ensure your order is correct. Regarding your personalization information, please re-check spelling, names & options carefully to avoid unexpected errors later.
If you would like to raise any questions related to personalized items before making purchasing decisions, please contact us at support@unitrophy.com.
2.3. Refund / Replacement Process
A request needs to be submitted within 10 days from the day you receive the package. Should you receive damage, defective, or the wrong item(s), please contact us and specify the damage, defect, or wrong item(s) by a picture of the packaging with a clear tracking number shown and the picture of the product received.
Please notice that the following documents would be indispensable for our store to inspect customers' issues and accept the return requests:
- Photo of the shipping label
- Photo of product SKU
- Photo of the product and the error related to it (material flawed, different design, different size)
Our team would verify the photo(s) before we issue a replacement or refund. The store could reserve the right to refuse any replacement and refund if it does not meet the above criteria. Once checking and approving your valid request, we will process a free reshipment on your order.
Please be noted that we are willing to assist you as long as you reply and follow our instructions; however, if you haven't given us a response during the 10-day period from our last email, we are so sorry that your request will be rejected.
2.4 Refunds (if applicable)
Once your request is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Most financial institutions will take an average of 10-14 business days to process the refund and reflect the refund on your statement, depending on the operation of different banks.
If you haven’t received a refund yet, please contact your bank account first because it may take some time before your refund is officially posted or please contact us at support@unitrophy.com.