Returns Refund Policy
This Refund Policy ("Policy") is provided by 3HM Custom Prints. This Policy outlines the terms and conditions governing refunds and replacements for products purchased through our website.
Refund and Replacement Eligibility:
At 3HM Custom Prints (3HM Custom Prints), we take pride in creating unique, customized items tailored to your preferences. We are committed to providing you with the highest quality products and services. However, we understand that exceptional circumstances may occur. We shall entertain refund or replacement requests solely in cases where the received items are demonstrably defective, damaged, or have been lost in transit. Requests for refunds or exchanges initiated beyond 7 days from the date of order delivery will not be entertained or considered.
Return Conditions:
To qualify for a refund or replacement, the following conditions must be met:
- The item must remain unused and in the precise condition in which it was received.
- We shall exclusively replace items that are found to be defective or damaged.
-If the refund/replacement request is made for a "Lost" item, eligibility is dependent on the tracking information provided, indicating the status as "Lost." If the tracking information shows "Delivered," then the item is not eligible for a refund or replacement, and it becomes the sole responsibility of the buyer to locate and retrieve the item. In cases where the tracking information displays incorrect delivery information due to a shipping carrier error, we shall not be held responsible for third-party mistakes, and it remains the sole responsibility of the buyer to locate the item. 3HM Custom Prints is not responsible for buyer error of shipping address at checkout.
- For package Theft, please review the Theft Resolution Policy (Below).
Return Conditions:
- The item must remain unused and in the precise condition in which it was received.
- We shall exclusively replace items that are found to be defective or damaged.
Exclusions from Refund/Replacement:
Items that do not adhere to the aforementioned conditions or items that are not in their original condition for reasons unrelated to our error shall not be eligible for a refund or replacement.
Refund Process:
Upon receipt and examination of the returned item, we shall communicate to you the approval or rejection status of your refund request. If your request is approved, the refund will be processed, and the applicable credit shall be automatically issued to the original payment method. In the event of rejection, a detailed rationale for such a decision shall be provided.
Contact Us:
Should you deem your item to be eligible for a refund or replacement, it is imperative to initiate contact with us within 7 days of the order delivery date. You may reach out to us via the provided email for further assistance.
Package Theft Resolution Process
At 3HM Custom Prints, we understand that package theft can be a distressing experience for our customers. If you believe that your package has been stolen or misplaced after it was marked as "Delivered" by the shipping carrier, we are committed to assisting you in resolving the issue. Please follow the steps outlined below to address this situation:
1. Verify the "Delivered" Status:
Double check the tracking information to confirm that the status is indeed marked as "Delivered." Occasionally, there may be discrepancies in tracking updates.
2. Contact the Shipping Carrier:
If the tracking information shows the status as "Delivered" but you have not received your package, we recommend contacting the shipping carrier directly. They may be able to provide additional information regarding the delivery, such as the location or proof of delivery.
3. File a Report:
In cases where the shipping carrier is unable to provide a resolution and you suspect package theft, it is advisable to file a report with your local law enforcement agency. Provide all relevant details, including the tracking number, delivery date, and any supporting information.
4. Reach Out to Us:
Simultaneously, please reach out to our customer support team at support@3hmcustomprint.com. We will collaborate with you to facilitate the resolution process and gather any necessary information to assist you further.
5. Cooperation with Investigations:
We will cooperate with any investigation conducted by the shipping carrier or law enforcement to help determine the whereabouts of your package.
6. Possible Replacement or Refund:
If it is determined that the package is irretrievable due to theft and the investigations confirm this, we will work with you to explore options for a possible replacement or refund, depending on the specific circumstances and available remedies.
Please note that the resolution process may vary depending on the specific details of the case and is subject to the cooperation of the shipping carrier and local law enforcement. We are committed to providing support and assistance throughout this process to the best of our abilities.
Contact Us:
Should you deem your item to be eligible for a refund or replacement, it is imperative to initiate contact with us within 7 days of the order delivery date. You may reach out to us via the provided support@3hmcustomprint.com for further assistance.
What can be returned: Most of the items we sell can be returned. All returns must be in their original packaging. Items to be returned must be in new condition. If there is any noticeable wear, the item(s) simply cannot be returned.
What cannot be returned: No returns will be accepted after 7 days of receipt of purchase. Items that are not in their original packaging cannot be returned. Items with noticeable wear cannot be returned. Items must be in like new condition to be eligible for return.
Returns for refund: must be made within 7 days of receipt of purchase.
Returns for exchange or store credit: must be made within 7 days of receipt of purchase.
Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.
To return your items:
- Contact Customer Support to obtain an approval for RMA (Return Merchandise Authorization) number. Please indicate if you want a replacement or a refund.
- Write the RMA number in a conspicuous place on the outside of the return parcel.
Send the package to:
3HM Custom Prints and Embroidery - Returns
82758 Pedrera LN
Indio, California 92201
United States
