When it comes to handmade and personalized items, production requires many intricate processes. Please read our policy below carefully for information regarding cancellations, returns, and our guarantees.
Cancellation Policy
- Should there be any changes to your order (e.g., name, color, or size), we will gladly help you revise it, as long as the production process has not yet started. We begin processing your order within 24 hours of creation using the details provided under 'Order'. If you cancel your order within 24 hours, we will refund you 100%.
- Orders canceled after 24 hours of payment confirmation but before the product has been manufactured are eligible for a partial refund, which includes full shipping costs and 70% of the product's purchase price.
- Once your order has been shipped, it can no longer be canceled.
- If your order meets the conditions for a refund, we will process your refund within 1 business day of receiving your cancellation request. However, due to the complexity of some refund processes, it may take up to 3 business days for your refund to be credited.
Shipping Issues
- If your package experiences unusual tracking activity or is lost during transit, please contact us and we will reissue it or refund you.
- If you receive damaged items, please send us photos or videos for verification and we will replace the items or refund you.
Return Policy
Once production has started, cancellations will incur a 30% production fee based on the item price. This means we will only issue a partial refund, returning 70% of your payment. This is because the item is made-to-order and can no longer be sold as new. The production cost often includes the raw materials used, labor costs, and processing fees.
90-Day Quality Guarantee and Service
We stand behind the quality of our products. Within 90 days of receipt, we offer the following service:
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Manufacturing flaws or defects (Our responsibility): If the product arrives damaged, has a manufacturing defect, or if we made a mistake with the personalization, we will make and ship a new one to you free of charge.
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Damage from use (Customer responsibility): If the product is damaged due to improper use, an accident, or failure to follow the care instructions (e.g., exposure to chemicals or hard impacts), this falls outside the free guarantee. Because our personalized items involve high production and material costs, we offer to remake the item in such cases for a fee covering a portion of the material costs and the shipping fees.
Responsibility for Shipping Costs
Remisia covers the return and reshipping costs when:
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We have delivered an incorrect, defective, or damaged product.
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The package was lost or damaged during transit. (In these cases, we will resolve the issue entirely at our expense and send you a new item for free.)
The customer is responsible for shipping costs when:
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You request a replacement item for damage caused by your own use (as described in our 90-day service).
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You have provided incorrect personalization details, such as the wrong size, a spelling mistake, or the wrong color.
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The package needs to be reshipped because an incorrect or incomplete delivery address was provided during checkout. (Since personalized items cannot be resold, we may charge a fee for material costs and the new shipping fees in these cases.)
We do not issue refunds if:
- Your order does not meet your expectations due to factors within your control (e.g., providing incorrect product information to the seller through a typo, wrong font, wrong metal size, or color choice).
- The product has been damaged by improper use or maintenance.
- Your order does not arrive due to factors you are responsible for (e.g., providing the wrong recipient name, an incorrect address, etc.).
- Any issues with the personalized item that do not relate to its quality are not eligible for a refund.
Exchanges and Returns
If you encounter an issue upon receiving the goods (defective or damaged), please take photos of the damaged goods and submit a support ticket to customer service so we can follow up on your case. Please contact us within 14 business days of receiving the package. If you do not respond or provide the required information within the specified timeframe, it will be treated as an item received in good condition.
We only accept returns in the case of product quality issues or manufacturing defects.
According to current regulations, standard products without customization have a 14-day return period. However, due to the specific nature of personalized products, a 14-day return period without providing a reason is not possible unless there are manufacturing defects or transit damage.
To return a product, we require a proof of purchase or receipt, and the package must be in its original packaging. Please contact our customer service to ensure you send the package to the correct address.
We do not accept returns for products damaged by improper use, such as damage from corrosive chemicals or hard impacts. Special care instructions for the product are clearly stated on the product page.
Step 1: Send an email to our customer service at contact@remisia.com to request the exchange/return.
Step 2: Upon receiving your exchange/return request, our customer service representative will email you the exchange/return instructions and the exchange/return address. Follow the instructions to process the exchange/return. We would appreciate it if you could provide us with some photos as a refund voucher.
Step 3: Within one week of us receiving your package, you will receive your refund or have an exchange order processed. We will email you once your refund or exchange has been processed.
Return Address: Room 1903, Building B8, Zone B2, Wanda Plaza, Cangshan District, Fuzhou City, Fujian Province, China
Please note: Do not send the package back to the return address before contacting us. First, confirm your return request via email at contact@remisia.com
and request authorization for the return.
Because our headquarters and return center are located in China, any return shipping costs for international shipping are the responsibility of the customer, unless the product was delivered defective.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email confirmation. We will also notify you of the approval or rejection of your refund. If approved, we will process your refund and the amount will automatically be credited back to your credit card or original method of payment within 3 business days.
There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at contact@remisia.com