# Cancellations, Returns and Refunds Policy
## Scope and Applicable Law
This policy applies to orders placed directly through our store.
Orders placed through a third-party marketplace, such as Etsy, may also be subject to that marketplace’s terms, policies and buyer-protection procedures.
Where applicable consumer law or marketplace rules provide the customer with greater mandatory protection than this policy, those protections will apply.
Nothing in this policy excludes, restricts or replaces any consumer rights that cannot legally be excluded under the laws applicable to the customer.
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## Order Cancellation
You may request cancellation within **1 hour of placing your order**.
After this 1-hour period, cancellation may no longer be possible because we process orders quickly and may already have begun preparing materials, creating the design, scheduling production or manufacturing the item.
A cancellation request is not considered accepted until you receive written confirmation from us.
This cancellation policy does not limit any mandatory cancellation rights that may apply under applicable consumer law.
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## Order Quantity and Submitted Designs
The number of items produced and supplied is determined solely by the **quantity purchased and paid for at checkout**.
Order notes, uploaded images, names, flags, designs, colours, customization instructions or other submitted information do not increase the purchased quantity.
For example, if an order is placed for 6 magnets, a maximum of 6 magnets will be produced, even if 7 or more images or designs are submitted or requested.
Customers are responsible for ensuring that:
* the correct quantity is selected and purchased;
* the number of submitted designs matches the quantity purchased;
* all customization details are complete and accurate; and
* any necessary questions are asked before placing the order.
We are not required to contact customers individually when the number of submitted images or designs exceeds the quantity purchased.
Unless another arrangement has been agreed with us in writing before production, only the quantity paid for will be produced.
Additional items are not included free of charge. To receive an additional item, the required additional quantity must be purchased separately.
If fewer designs are submitted than the quantity purchased, we may repeat one or more submitted designs unless the customer has provided different instructions.
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## Customer-Provided Information and Images
Customers are responsible for checking all information submitted with the order, including:
* names;
* dates;
* spelling;
* addresses;
* colours;
* images;
* design selections;
* quantities; and
* customization instructions.
Items produced according to information supplied by the customer are not considered defective merely because the customer:
* submitted incorrect information;
* made a spelling or formatting mistake;
* uploaded the wrong image;
* uploaded a low-resolution, dark, blurry, cropped or otherwise unsuitable image;
* selected the wrong product, size, quantity, colour or design;
* changed their mind after production began; or
* misunderstood information that was clearly provided in the product listing.
Where reasonably possible, we may adjust image positioning, cropping, brightness or layout to make the design suitable for production.
Minor differences in cropping, colour, positioning, size or appearance may occur due to production methods, screen settings, materials and the shape of the finished product.
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## Design Proofs and Approval
A design proof is provided only when specifically stated in the product listing or agreed with us before production.
Where a proof is provided, the customer is responsible for reviewing all details carefully.
Approval confirms acceptance of the design, including:
* spelling;
* layout;
* image selection;
* cropping;
* colours; and
* other visible details.
Production may begin immediately after approval.
Changes requested after approval may not be possible and may require an additional charge.
Where no proof is included, the item will be produced according to the information, images and instructions submitted with the order.
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## Custom-Made and Personalized Items
Custom-made, personalized and made-to-order items cannot normally be returned or exchanged because they are produced specifically according to the customer’s selections or instructions.
This includes, but is not limited to:
* personalized magnets;
* custom photo products;
* personalized pin buttons;
* personalized bottle openers;
* custom keychains;
* products featuring submitted names, dates, text, logos, images or designs; and
* items manufactured specifically after an order is placed.
Custom-made or clearly personalized goods are generally not eligible for ordinary change-of-mind returns or cancellation rights after production has begun, where permitted by applicable law.
This does not affect the customer’s statutory rights where an item is:
* faulty;
* damaged;
* materially different from the listing;
* incorrectly supplied; or
* incorrectly produced due to an error on our part.
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## Non-Customized, Ready-Made Items
For non-customized, ready-made products, you may request a return within **30 days of receiving the item**, provided that:
* the item is unused;
* the item is undamaged;
* the item is returned in its original condition;
* all original packaging, components and accessories are included; and
* you contact us before returning the item.
Unless the item is faulty, damaged or incorrectly supplied, the customer is responsible for return shipping costs.
Any mandatory withdrawal or return rights applicable in the customer’s country remain unaffected.
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## Damaged, Faulty or Incorrect Items
Please contact us as soon as reasonably possible if an item:
* arrives damaged;
* has a manufacturing fault;
* is materially different from the product description;
* is missing an item that was purchased;
* is the wrong product; or
* was personalized incorrectly due to an error on our part.
Please provide:
* your order number;
* a description of the problem;
* clear photographs of the item;
* photographs of the packaging;
* photographs of the shipping label; and
* any other information reasonably required to assess the issue.
Depending on the circumstances and applicable consumer law, we may offer an appropriate remedy such as:
* repair;
* replacement;
* partial refund; or
* full refund.
Statutory consumer rights cannot be excluded by this policy.
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## Minor Variations
Because many products are handmade or individually assembled, minor variations may occur between items or between the finished item and its on-screen preview.
These may include small differences in:
* colour;
* brightness;
* contrast;
* cropping;
* image position;
* print alignment;
* dimensions;
* surface finish; and
* material appearance.
Colours displayed on phones, tablets and computer monitors may differ from printed colours because screens use different technologies and settings.
Minor production variations that do not materially affect the product’s intended use are not considered defects.
---
## Change-of-Mind Returns
We do not accept change-of-mind returns for personalized, custom-made or made-to-order items, except where required by applicable law.
For eligible ready-made items, change-of-mind returns are accepted only in accordance with the conditions stated in the **Non-Customized, Ready-Made Items** section.
A customer is generally not entitled to a refund merely because they:
* changed their mind;
* no longer want the item;
* found a cheaper alternative; or
* selected the wrong product themselves.
This does not affect any mandatory legal rights relating to faulty, damaged, unsafe, misdescribed or incorrectly supplied goods.
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## Return Procedure
Before returning any item, you must contact us within the applicable return period and receive return instructions.
Do not return an item without contacting us first.
Unless otherwise agreed, returned items must:
* be securely packaged;
* include all original components and accessories;
* be sent to the return address provided by us; and
* use a traceable shipping method.
The customer is responsible for the item until it reaches us, except where applicable law provides otherwise.
Returns are inspected after delivery.
Refunds or other remedies are normally processed only after the returned item has been received and assessed, unless applicable law requires another procedure.
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## Return Shipping Costs
For voluntary or change-of-mind returns, the customer is responsible for return shipping costs.
Where an item is confirmed to be faulty, materially different from the listing, incorrectly supplied or damaged due to circumstances for which we are responsible, return shipping costs will be handled according to applicable law and the agreed remedy.
Original shipping charges are not normally refundable for voluntary returns unless required by applicable law.
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## Refunds
Approved refunds are issued to the original payment method used at checkout.
We process approved refunds promptly, but the time required for the funds to appear may depend on the payment provider, marketplace, card issuer, bank or financial institution.
Shipping charges, customs duties, import taxes, currency-conversion charges and other third-party fees are refundable only where required by law or expressly agreed by us.
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## Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
We are not responsible for delivery problems resulting from an incorrect, incomplete, outdated or improperly formatted address supplied by the customer.
When an order is returned to us because of an address problem, the customer may be required to pay:
* the cost of reshipping the order;
* any return shipping charges imposed on us; and
* any additional carrier or processing charges.
A refund may be reduced by shipping and return costs where legally permitted.
Personalized or made-to-order items returned because the customer supplied an incorrect address are not automatically eligible for a refund.
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## Refused and Uncollected Packages
Customers are responsible for monitoring tracking information and collecting packages from postal offices, parcel shops, lockers or other collection locations within the carrier’s collection deadline.
When a package is refused, not collected or returned because the recipient was unavailable, the customer may be responsible for:
* original shipping costs;
* return shipping costs;
* reshipping costs; and
* additional carrier charges.
Personalized and made-to-order products are not automatically refundable merely because the package was refused or not collected.
Any refund or reshipment will be considered after the package has been returned to us and assessed, subject to applicable consumer law.
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## Delayed or Lost Packages
Estimated delivery dates are estimates and are not guaranteed unless expressly stated otherwise.
Delivery may be affected by:
* customs processing;
* carrier delays;
* public holidays;
* weather;
* strikes;
* incorrect addresses;
* local postal operations; and
* other circumstances outside our reasonable control.
Please contact us if tracking has not updated for an unusually long time or the order has not arrived within the expected delivery period.
Where an order was placed through a marketplace, that marketplace’s purchase-protection rules may also apply.
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## Damage During Delivery
When a parcel arrives visibly damaged, please photograph it before opening whenever possible.
Keep the following until the issue has been resolved:
* the product;
* the packaging;
* the shipping label; and
* all packing materials.
We may ask you to report the damage to the local postal service or delivery company and obtain an official damage report where this is reasonably required for a carrier claim.
Failure to retain the packaging or provide reasonable evidence may prevent us from submitting a carrier claim, but it does not remove any mandatory consumer rights.
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## Customs, Import Taxes and Fees
International customers are responsible for any customs duties, import taxes, handling fees or similar charges imposed by their country, unless these were already collected at checkout.
We are not responsible for delays caused by customs authorities.
If a package is returned because the recipient refused to pay applicable customs duties or import charges, the customer may be responsible for:
* original shipping costs;
* return shipping costs;
* customs-related charges; and
* reshipping costs.
Any refund will be handled according to applicable law and only after the package has been returned to us.
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## Abuse and Fraudulent Claims
We reserve the right to reject claims that are:
* fraudulent;
* abusive;
* misleading;
* unsupported by reasonable evidence; or
* inconsistent with the order information, submitted customization details or delivery records.
This does not affect any mandatory rights available under applicable consumer law or marketplace rules.
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## Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace rights that cannot legally be excluded under applicable consumer-protection law.
Where this policy conflicts with mandatory law, the mandatory law will apply.
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## Policy Updates
This policy may be updated periodically to reflect changes to our products, procedures, marketplace requirements or applicable regulations.
The policy displayed and accepted when the order is placed will apply to that order.
However, nothing in this policy limits any mandatory consumer rights applicable in the customer’s country of residence.
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## Contact
For questions regarding cancellations, returns, damaged items or refunds, please contact:
contact@prevo3d.com
Please include your order number and a clear explanation of your request.
