CustomTentCo Return Policy
Procedure for Returns
Please get in touch with us via email at sales@customtentco.com.
To begin the return procedure and get a Return Merchandise Authorization (RMA) number, customers must get in touch with us within thirty (30) days of receiving the products. It is CustomTentCo's policy not to accept returns before a thorough examination of the product has been completed. Any shipping charges for returned goods are the customer's responsibility. For items that are returned intact and unused, a 20% restocking fee will be charged.
Custom Orders and Custom Printed Products
It is important to note that custom orders or custom-printed products cannot be refunded or returned. As these items are made to your specifications, they cannot be repurposed if your order is canceled.
Stock Products
Generally, we do not accept returns or refunds for stock products. However, we understand that refunds or returns may be necessary in rare situations. Please note that this depends on the product itself.
Returnable Items
For returnable items, customers must let us know within 7 days of receiving an order for applicable items. The 20% restocking fee will be charged on all non-defective items. The product you are returning should be unopened and in its original packaging, including accessories and documentation. We do not take responsibility for any damage that occurs during the return shipment; the customer will be responsible for the damage. A returned product that is damaged upon receipt will not be credited. For the initial and return shipping costs, the customer will be responsible.
Non-returnable Items
We do not accept returns for customized products that include custom texts, printing, or graphics. We do not take responsibility once the order proceeds to the production stage after we receive approval from the customer via email or phone. We review each piece of art before production in an effort to prevent such occurrences. We are not liable for our customers' dissatisfaction with the resolution and design of the printed items since we received approval from the customer.
We do offer free design services for some of our products on the website. The service is valid only if the customer places an order through our website and completes it. For customized design services, we generally charge on an hourly basis, which also depends on the difficulty and time taken by our designers.
Refunds and credits
Refunds are only applicable to new, unused, and resellable items. It takes 14 to 15 business days to process your amount. Only store credit in the amount of the order's value, less any applicable service charges or fees for design services, will be granted in place of a refund. Please note that the shipping cost will not be refundable.
Custom Printed Items and Custom-Cut Hardware Return
Custom-printed and custom-cut items are not eligible for refunds. These are completed as per the client's requests. If the client cancels, they can neither be sold again nor used again.
Stock Prints & Hardware Items
In some rare cases, it might happen that we accept the return request for stock prints and hardware items only after communication has been made with the order manager. The refund will proceed and be examined individually, the amount will be refunded as store credit. It will take 14–15 business days to refund the amount. Please note that this depends on the product itself.
Lost Items
Please contact us immediately if an item is missing. We will recheck, and if the item is actually missing, we can ship it using the same shipping method, or a refund will be transferred based on the value of the missing products.
Damaged or Defective Items
If you receive an item that is defective or damaged, please let us know within two days of delivery.
Take a proper picture of defective items and damages if there are any, and connect with the account manager and let us know the issue you faced by emailing sales@customtentco.com.
If the goods were damaged when they arrived, we must examine the damage. We shall submit a claim to the carrier if it is found that the carrier is at fault.
The product should be kept by the customer while the carrier completes the claim's examination. If it is found that the carrier was not at fault, we shall choose whether to replace or refund the item. For a refund, kindly refer to the Return Policy. PLEASE DO NOT TRY TO FIX THE DEFECTIVE ITEM BEFORE SHIPPING IT BACK TO US (Unless otherwise instructed).
Order Cancellation
CustomTentCo reserves the right to cancel an order due to certain unavoidable circumstances. The refund will be decided according to the circumstances. CustomTentCo will not be responsible for any deadlines due to order cancellations under those circumstances.