Return Policy
Thank you for choosing Aceballmarkers. We are committed to providing high-quality products and services. To ensure your satisfaction with your purchase, we have established the following return policy:
1. Return Eligibility
- Custom Products: Many of our products are custom-processed and handmade, meaning slight variations are normal. Minor differences, defined as aesthetic deviations of 5% or less from the approved design or print, are considered acceptable. Such differences are not considered defects.
- Defective Products: If you believe your product is defective or you are unsatisfied, please contact us within 7 days of receipt.
2. Return Process
- Please email our customer service team at info@aceballmarkers.com with your order number, photographs of the issue, and a description of the problem.
- Products within the 5% margin of acceptable variation will not qualify as defective and will be returned to you at your expense.
- If products are determined to be defective upon inspection, we will assist you as outlined in the refund and remake policy below.
3. Refund and Remake Policy
- Full Refund: For confirmed defective items, we will issue a full refund and cover return shipping costs.
Partial Refund:
1. If you cancel your order during production, a partial refund will be issued.
2. If issues result from third-party errors (e.g., courier services), and delivery delays occur, a partial refund may apply.
- Remakes: For confirmed defective products, we will remake them at no additional cost. Production time for remakes is typically 15–20 days unless otherwise agreed upon in writing.
4. Shipping Costs
- If products are found to be within the acceptable 5% margin of variation, we will return the goods to you, and the cost of shipping will be charged to the customer.
- For confirmed defective goods, return shipping and reshipment of remade products will be covered by us.
5. Special Terms
- Personalized or custom products are non-returnable unless proven to be defective or significantly different from the approved specifications.
Contact Us
If you have any questions or concerns, please do not hesitate to contact our customer service team at info@aceballmarkers.com. We’re here to help!
