Effective Date: September 1st 2021
1. General Policy
2. Order Cancellation
2.1 Cancellation Before Production
– Customers may cancel their order without any penalty within 24 hours of placing the order, provided that production has not yet started.
– To cancel an order, please contact our customer service team at Preston@specialvinulsunit.com or (216)-401-3144 with your order number and reason for cancellation.
2.2 Cancellation After Production Begins
– If production has already started, cancellations will be subject to a fee that covers the cost of materials and labor incurred up to the point of cancellation. This fee will be assessed on a case-by-case basis.
3. Returns and Refunds
3.1 Non-Returnable Items
– Due to the custom nature of our large format prints, we generally do not accept returns or offer refunds once the product has been produced and shipped.
3.2 Damaged or Defective Products
– If you receive a product that is damaged or defective, please contact us within 7 days of receiving the item. We will require photographic evidence of the damage or defect.
– We will work with you to either replace the defective item or issue a full refund. The decision will be based on the extent of the damage and the feasibility of reproduction.
3.3 Incorrect Orders
– If the product you receive does not match your approved proof or order specifications, please contact us immediately.
– We will rectify the error by either reprinting the order at no additional cost or issuing a full refund, depending on your preference.
4. Proof Approval
4.1 Proof Approval Process
– All custom design orders will receive a digital proof for approval before production begins.
– It is the customer’s responsibility to review and approve the proof. Production will not commence until we receive written approval.
4.2 Errors in Approved Proofs
– We are not responsible for errors (e.g., typos, layout issues) in the final product that were present in the approved proof. Please review proofs carefully before approval.
5. Shipping and Handling
5.1 Shipping Delays
– We are not responsible for delays caused by shipping carriers. However, we will work with you to resolve any issues arising from such delays.
5.2 Shipping Damage
– If an item is damaged during shipping, please retain all packaging materials, and contact us immediately. We will file a claim with the carrier and arrange for a replacement.
6. Contact Information
For any questions or concerns regarding our return and cancellation policy, please contact us at:
Email: Preston@Specialvinylsunit.com
Phone: 216-401-3144
Mailing Address:
17107 Lorain Ave
Cleveland, OH, 44111
We appreciate your business and are committed to delivering high-quality custom prints that meet your needs. Thank you for choosing Special Vinyl’s Unit.
