Refund policy

RETURN AND REFUND POLICY

The following products are regarded as Specially Made Orders (SMO) and are not able to be cancelled once order has been placed or refunded under any circumstances: 

1. Any Custom-Made Items that were not ordered in bulk

2. Any Requested Items that had to be specially ordered

3. Any non-price list items

 

§  Return Policy on non-customized items

-          Non-customized items are eligible for a refund but are subject to a 25% refund/ restocking fee. Goods are to be clearly unused and in the original packaging, and must be shipped back to TruCountry Designs within 48 hours of receiving. Refunds will be issued once TruCountry Designs receives the item in its original condition.

-          Specially made orders (SMO) or Project orders are not eligible for return under any circumstances.

 

§  Project Orders (bulk orders by businesses are considered project orders, such as tumblers with your company logo for your team, keychains with business name, etc)

-          Once a project order is placed by buyer and confirmed by seller, buyer understands cancellations must be submitted within 24 hours of placing order and are subject to a cancellation fee in the amount of 25% of the entire order. Cancellation requests made after 24 hours of placing order will not be granted.

-          Should your order need any modifications, such as a misspelling in your requested engraving, or incorrect shipping address, please email TruCountry Designs with your request within 24 hours. After this 24-hour timeframe, orders will be in processing, and will not be able to be modified.

-          As these orders were created specifically for your business, we are not able to issue any refunds or accept returns once the item makes it to your delivery address with the exception of transit damage.

 

§  Lead Times

-          For out-of-stock items TruCountry Designs will notify the buyer of an approximate ETA on project completion and will keep buyer posted on progress regarding order. In general, allow a minimum of 2 weeks and up to 4 weeks for rare items.

§  Transit Damage

-          The process, should goods arrive at a buyer’s premises broken, is as follows:

v  Should an item be “obviously broken” upon delivery, such as a severely damaged box, do not accept the package and advise the driver to return to sender. Advise TruCountry Designs of the error so it may be addressed accordingly.

v  Following acceptance of delivery, items should be inspected within 24 hours of receiving. After this period, product is deemed to be in good condition and not eligible for return.

v  Should damage to your items be discovered upon opening your order within 24 hours of delivery, please do the following:

  1. Advise carrier company.

  2. Reach out to TruCountry Designs.

  3. Take digital photo of damage and email to TruCountry Designs   (info@trucountrydesign.com)

§  Cleaning Instructions

-          TruCountry Designs products, such as drinkware, may be top-rack dishwasher safe, but we recommend handwashing to ensure proper care. The use of abrasive or chlorinated cleaners can damage chrome, plastic and ceramic surfaces. We do not recommend using a hard bristle brush or abrasive sponge to clean your custom engraved tumbler/ mug/ glass, etc as this may alter/ damage your engraving.

-          Should you make any modifications of any kind to your purchased item, TruCountry Designs is NOT responsible for any damage caused to your product.