Replace or Refund Policy
Customer’s satisfaction is our most important thing, in this belief, we promise to replace or refund under the following situations:
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Ship wrong item/wrong size/wrong address (different from provided information)/damaged item (the damage can be seen clearly). 1.Wrong Garment: Receive a wrong garment brand. 2.Wrong Item: Received a wrong Product type. |
Replace or Full Refund |
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Low printing quality and wrong position of printing. 1: Blurry Print: Edges of the print are out of focus, not distinct. Design details are fuzzy, distorted and do not represent the quality of the print file. 2: Design Placement Issue: Too Low/Too High/Right/Left/Wrong area/Crooked/Reversed: The placement of the printed design does not match the designed placement to the extent that it becomes noticeable by End Customer and the initial design is distorted. 3: Peeling Print: Print coming off in pieces. 4: Scaling Issue: Design printed too large or too small, to the extent when it becomes noticeable to the End Customer and noticeably differs from the artwork. |
Replace or Full Refund |
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The actual product is quite different from the announced size: the actual product is more than 1-3cm bigger or smaller than the announced size chart. Sizing Issue: The size of the garment measured according to the standard instructions does not match the size chart provided, which more than 1-3cm bigger or smaller. |
Replace or Full Refund |
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The actual product is quite different from the announced color. Coloring Issue: The printed color differs from the color used on the design to the extent where the outcome noticeably differs from the mockup. Mostly because the wrong color code was chosen by Provider or due to wrong technical settings. |
Replace or Full Refund |
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Quality can not satisfy customer’s requirements. 1: Broken/Holes/Mechanical/Torn:Item arrived flawed due to Provider’s or Carrier’s act or omission. 2: Stains:Obvious Ink spots, smears or any other unknown stains on the garment or item that do not exist on the artwork and distort the design. 3: Under base Issue:White under base visible either on the edges or on the print. |
Replace or Full Refund |
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Logistics guarantee Under normal conditions 1. Parcel is lost during shipping. 2. Logistic is not updated for 30 days. |
Replace or Full Refund |
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Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received. And the customer should provide the Unique QR code or shipping list. Claims deemed an error on our part are covered at our expense. OC-TEE's 312.806.7646 |
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However, as a product-customized company, We are not responsible for the lost caused by some special circumstances and reasons. We have the right not to assist in providing after-sale service, including but not limited to the following situations.
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Customer fill a wrong shipping address/size or color/design file |
No replace or refund |
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All claims are submitted over two weeks after the product had been received. |
No replace or refund |
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The color is not the same between mock up and design. |
No replace or refund |
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Damaged or deformed product--- Product is damaged or deformed by customers |
No replace or refund |
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Wrong or insufficient recipient information---The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers; |
No replace or refund |
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Parcel unsigned issue--- Under normal logistics conditions, Customers do not sign for parcel due to personal reasons |
No replace or refund |
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The logistics stagnation caused by political movement/natural disaster risk/military control/warfare and force majeure factors is not within the scope of responsibility. |
No replace or refund |
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******************************* If you have an issue on the products or anything else on the order, please submit a problem report at orbancollection@gmail.com ******************************* |
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1.the supply of goods that are made to the consumer's specifications or are clearly personalized;
2.sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
therefore We reserve rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.