Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Unfortunately, due to the nature of the products, we do not offer refund/return/exchange on orders once shipped unless products inside the box are damaged when received. A dent/scratch on a bottle is entitled to a partial refund or full replacement of the same item, as the damage does not impede the usage of the item, this will be determined by management. Only prepaid express items will be express shipped. Please do not send your purchase back to the manufacturer.
RETURN OF GOODS/ CHANGE OF MIND
Custom Palz is under no obligation to accept a return of goods ordered by the Customer due to a customer ordering error, no longer required, sizing error, unsuitability or surplus to requirements etc. Custom products are not eligible for return or exchange at anytime. No attempt should be made to return goods without prior authorisation. Custom Palz will not accept any responsibility for unsolicited returns. Damage caused during transit does not qualify for a full refund, you will be provided with partial store credit for the cost of the bottle not the image produced. A 15% restocking fee will be applicable on all returns received after 30 days from date of invoice but may be waived at the discretion of Custom Palz.
Refunds (if applicable)
If eligible for a refund, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Customers are advised they must provide either a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also 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.
* A refund cannot be processed unless you have possession of the product/s.
* Customised image production is non refundable. If you have requested and been approved for a refund the design fee ($20 per image) will not be included.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale items (if applicable)
Unfortunately, sale items cannot be refunded.
If a product is deemed faulty/damaged it may be exchanged for the same item. Customers will be provided with a store credit, which can be redeemed in the discount section of the purchase page. If damaged the same item will be replaced once approved by management. * Photo evidence is required.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If your item has been marked as delivered and you have not received your product please contact the their party distributors first to obtain a reference number, email customer support the reference number so that staff can investigate further. Custom Palz is under no obligation to refund/ distribute a new item until an investigation has been conducted by both distributors and Custom Palz.
Lid / Straw Replacements
Replacement lids or straws can be provided at a fee of $5 per required item. If the lid/straw is faulty and you have received it within 30 days of contacting us we will replace the item for free.
WARRANTY/ FAULTY GOODS
Custom Palz will warrant all goods in line with Manufacturer’s Warranty, provided the goods have been used in accordance with the user instructions. Warranties cover parts and materials used in the manufacture of the product. Warranties will not apply to defects resulting from improper use, operator error, use outside of manufacturer’s specifications and the limits of products intended use. Maintenance and cleaning instructions must be followed to ensure warranties remain valid. Please contact the Customer Service Team for Warranty details on goods in our range. If the purchaser has identified the product is faulty within the warranty period (30 days), they must notify Customer Service immediately with details of the fault and Invoice details. Custom Palz cannot provide warranty on goods without Invoice details.