Introduction
At HellcQase, we take pride in providing high-quality custom printed products and excellent customer service. We understand that sometimes issues may arise, and we have established this Refund Policy to outline how we handle returns, refunds, and exchanges.
Due to the custom nature of our products, our refund policy differs from that of standard retail items. Please read this policy carefully before placing an order with us.
1. Conditions for Returns and Refunds
Since all our products are custom-made to your specifications, we have a limited return and refund policy. We accept returns and issue refunds under the following circumstances:
1.1 Production Errors or Defects
We will accept returns and provide refunds or replacements if:
- The product received has printing defects (e.g., smudged prints, faded colors, or misaligned designs)
- The product received is damaged during production or shipping
- The product received is materially different from what was shown in the approved design proof
- We shipped the wrong item, size, color, or quantity
1.2 Sizing Issues
We provide detailed size charts for all our products. It is your responsibility to select the correct size based on these charts. However:
- If the product received does not match our published size charts (e.g., an item marked as "Medium" is significantly smaller or larger than our size chart indicates), we will accept a return and provide a replacement or refund
- If you selected the wrong size when ordering, we do not offer refunds, but we may offer a discount on a replacement order at our discretion
1.3 Change of Mind
Due to the custom nature of our products, we generally do not accept returns or issue refunds if you simply change your mind about your order or made a mistake in your design choices after approving the proof.
However, if you contact us within 24 hours of placing your order and before production has begun, we may be able to cancel your order and issue a full refund.
2. Refund Timeframes and Processing
2.1 Reporting Issues
To be eligible for a return or refund, you must:
- Notify us of any issues within 7 days of receiving your order
- Provide clear photographs showing the defect or issue
- Include your order number and a detailed description of the problem
2.2 Inspection Period
Once we receive your return request with supporting documentation:
- We will review your claim within 3 business days
- We may request additional information or photos if necessary
- In some cases, we may ask you to return the product for inspection before issuing a refund
2.3 Refund Processing Time
If your refund request is approved:
- For orders where the product is not required to be returned, refunds will be processed within 5-7 business days of approval
- For orders requiring the return of products, refunds will be processed within 5-7 business days after we receive and inspect the returned items
- The time it takes for the refund to appear in your account depends on your payment method and financial institution (typically 3-10 business days)
2.4 Refund Methods
Refunds will be issued using the same payment method used for the original purchase:
- Credit/debit card payments will be refunded to the same card
- PayPal payments will be refunded to your PayPal account
- Bank transfers will be refunded to the originating account
3. How to Submit a Refund Request
To submit a refund request, please follow these steps:
- Contact Our Customer Service Team:
- Email us at support@hellcqase.com with the subject line "Refund Request - [Your Order Number]"
- Call us at +448979153153 during business hours (Monday-Friday, 9:00 AM - 6:00 PM UK time)
- Use the contact form on our website, selecting "Refund Request" from the dropdown menu
- Provide Required Information:
- Your full name and contact information
- Order number
- Date of purchase
- Detailed description of the issue
- Clear photographs showing the problem (for product defects)
- Your preferred resolution (refund, replacement, or store credit)
- Return Instructions (if applicable):
- If we request that you return the product, we will provide a return address and instructions
- We recommend using a tracked shipping method for returns
- Please include your order number and contact information with any returned items
Our customer service team will guide you through the process and keep you updated on the status of your refund request.
4. Exceptions to the Refund Policy
The following situations are not eligible for refunds:
4.1 Design Approval Issues
- If you approved a design proof and the product matches that proof, we cannot offer a refund based on dissatisfaction with the design
- Slight variations in color between the digital proof and the printed product are normal and not considered defects
- Issues resulting from low-quality artwork or images provided by you
4.2 Normal Wear and Tear
- Natural fading of prints after multiple washes
- Damage resulting from improper care or not following washing instructions
- Normal shrinkage within industry standards after washing
4.3 Special Order Items
- Items that were custom-sourced at your request beyond our standard product offerings
- Bulk orders with custom specifications agreed upon in advance
- Rush orders with expedited production timelines
4.4 Delivery Issues
- Delivery delays caused by customs, weather, or other factors outside our control
- Orders that were not received due to incorrect shipping information provided by you
- Packages marked as delivered by the courier but reported as not received (please contact the shipping carrier directly in these cases)
5. Exchanges
In addition to refunds, we also offer exchanges under certain circumstances:
5.1 Exchange Eligibility
Exchanges are available for:
- Products with manufacturing defects
- Incorrect items shipped by our team
- Size exchanges may be considered on a case-by-case basis, but additional costs may apply
5.2 Exchange Process
To request an exchange:
- Contact our customer service team within 7 days of receiving your order
- Clearly state that you would like an exchange rather than a refund
- Specify the details of the replacement item you would like (size, color, etc.)
- Follow the return instructions provided by our team
5.3 Exchange Timeframes
Exchange processing times:
- Once we receive your returned item, we will process your exchange within 3-5 business days
- Production of replacement items typically follows our standard production timeline (7-10 business days)
- Shipping times for replacement items are the same as for regular orders
6. Cancellations
6.1 Cancellation Timeframe
Order cancellations are subject to the following conditions:
- Orders can be cancelled with a full refund if requested within 24 hours of placement and before production begins
- Orders that have entered production cannot be cancelled as materials and labor have already been committed
- For bulk or special orders, cancellation terms will be specified in your order confirmation
6.2 Cancellation Process
To cancel an order:
- Contact our customer service team immediately via phone for the fastest response
- Provide your order number and full name
- Clearly state that you wish to cancel your order
6.3 Refund for Cancelled Orders
If your cancellation request is approved:
- Full refunds will be processed within 3-5 business days
- Partial refunds may be issued if production has already begun but is not complete
- No refund will be issued if production is complete
7. Contact Information for Refund Questions
If you have any questions or concerns about our refund policy, please contact us:
- By email: support@hellcqase.com
- By phone: +448979153153 (Monday-Friday, 9:00 AM - 6:00 PM UK time)
- By mail: HellcQase, Flat 57t Tina Shoal East Tylerborough, London, HA1 2AG, United Kingdom
- Through our website contact form: Contact Us
We aim to respond to all inquiries within 1-2 business days.
8. Changes to This Policy
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically.
The policy that applies to your order is the one in effect on the date of purchase. If you have concerns about potential future changes to this policy affecting an upcoming large order, please contact us to discuss specific arrangements.
9. Consumer Rights
This refund policy does not affect your statutory rights as a consumer. If you are located in the European Union or United Kingdom, you have certain legal rights regarding faulty or not-as-described goods that cannot be limited by our policy.
For customers in the UK, more information about your statutory rights is available from your local Citizens' Advice Bureau or Trading Standards office.
