More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please contact us via chat, email [email protected] or our contact form https://rugbyfanstore.com/contact/ and we’ll make it right!
Contents
1. Defective/ Damaged items
1.1 Timeframe
Please be reminded that:
- Our policy for these cases lasts 30 days for replacement/refund requests only. If 30 days have gone by since the delivery day, unfortunately, we can’t offer you a replacement or refund.
- We do not have policies regarding the return of an item. For a refund or replacement, you do not need to return the defective item you received.
1.2 Eligibility
Because our products are customized, we do not exchange or issue a full refund unless an item you received has a major problem. This is when the item is:
- Significantly different from the description or the preview shown to you;
- Damaged due to the fault of our factory or the carrier;
- Not what you ordered;
Please note that with other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee). Besides, please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor’s display.
1.3 How to file a claim
To file a claim, please send us an email to [email protected] or our contact form https://rugbyfanstore.com/contact/ and include the following information (this is a must):
- Order number
- Video/ photo of the defective product
- If your claim is regarding a printing error, please include photographs of the error.
- If your claim is in regards to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
- If some of your items are missing, please provide us with images of the item you received and the detailed shipping label
- If the item you received does not function properly (e.g., the LED light is not working), please provide us with a video clearly showing the issue
Our support team will review the photos/videos of the defective item you’ve sent. If your item is eligible, we will resend the product to you for no additional cost. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
1.4 Note
We typically DO NOT accept refunds or replacements due to customer’s mistakes such as:
- Incorrect selection of sizes, designs, colors, etc.
- Failing to preview the design carefully to see if it’s well set (as all of our printing files are automatically generated exactly as same as the preview on our website).
So please review your order carefully before you check out to ensure your order is correct.
2. Lost/ Missing items
- Please be reminded that our policy for these cases lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a replacement or refund.
- If your order hasn’t been updated for more than 14 days (domestic orders) and more than 21 days (international orders), you do have the right to request a replacement or refund for that order. To file a claim, please send us an email to [email protected] or our contact form https://rugbyfanstore.com/contact/ including the order number (this is a must).
- Note: We typically DO NOT accept refunds or replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.
3. Replacement/ Refund process
- As our products are customized, we don’t accept return items, you can donate, keep, or dispose of them at your convenience. Your replacement follows the same timeframe as the normal order. You can check the shipping policy here: https://rugbyfanstore.com/shipping-information/
- Regarding the refund, you will receive a refund confirmation when we finish the process. After that, please kindly wait for about 7-10 days to get your money back into your account (depending on various banks).
Please be informed that placing an order means that you accept all the terms mentioned above.