Replacement & Refund Policy

REPLACEMENT & REFUND POLICY

At Warmily, your satisfaction is our top priority. Each of our embossed and embroidered items is uniquely crafted and personalized just for you. While we do not accept returns or exchanges on personalized products due to their custom nature, we are committed to making things right if your order arrives faulty, damaged, or with a personalization error on our part.

Please read our policy below carefully to understand how we handle replacements and refunds.

1. Order Cancellation or Modification

Once an order is placed and enters our production queue (typically within 6-12 hours of purchase), we are unable to cancel or modify it. This is because each item is made-to-order and personalized according to your specific instructions.

We strongly advise you to double-check all personalization details (spelling, dates, design choices, sizes, and addresses) before completing your purchase. If you notice an error immediately after ordering, please contact us at [support@warmily.com] within 2 hours, and we will do our best to assist if production has not yet begun, but we cannot guarantee changes.

2. Conditions for Replacement or Refund

We will gladly offer a replacement or a full refund if your Warmily product meets one or more of the following conditions:

  • Damaged in Transit: The item arrived broken, cracked, or with significant physical damage.

  • Defective Product: The item has a manufacturing defect (e.g., faulty embossing, significant flaw in embroidery not related to the handmade nature, issues with the base product like a chipped mug not caused by shipping).

  • Incorrect Personalization (Our Error): The personalization on the item (text, design, color) does not match what you confirmed in your order due to an error on our part.

  • Wrong Item Sent: You received a completely different product or design than what you ordered.

Please Note:

  • Slight variations in color between the online preview and the physical product may occur due to screen settings and the nature of POD printing/embroidery. This is not considered a defect.

  • The unique, tactile nature of our embossed and embroidered items means minor variations are part of their charm and are not considered defects.

  • We are not responsible for errors made by the customer during the personalization process (e.g., typos, incorrect date selection, wrong size chosen)

3. How to Request a Replacement or Refund

If your order qualifies for a replacement or refund based on the conditions above, please follow these steps within 30 days of product delivery:

Contact Us: Email our support team at [support@warmily.com].

Provide Information: In your email, please include:

      • Your Order Number (e.g., WARMILY12345).
      • A clear description of the issue.
      • Clear photographic or video evidence of the damage, defect, or incorrect personalization. This is crucial for us to assess the issue and process your request quickly. For damaged items, please include photos of the packaging if possible.

Await Our Response: Our team will review your request and the evidence provided. We aim to respond within 24-48 business hours.

Do not return any items unless specifically instructed by our support team. As personalized items cannot be restocked, returning them without prior instruction may result in your request not being processed.

4. Resolution Process

Once we have verified the issue:

    • For Replacements: We will promptly arrange for a new, corrected item to be produced and shipped to you at no additional cost. You will receive new tracking information once it ships.

    • For Refunds: If a replacement is not feasible or preferred, we will issue a full refund to your original payment method. Please allow 5-10 business days for the refund to reflect in your account, depending on your bank or card issuer.

In most cases of damage, defect, or our error, you will not be required to return the original item. We may ask for further information or evidence if needed.

5. Non-Receipt of Order

If your tracking information shows your order was delivered but you have not received it, please first check with neighbors or your local post office.

If your order is deemed lost in transit (tracking has not updated for an extended period, e.g., [ví dụ: 10-15] business days beyond the estimated delivery date), please contact us at [support@warmily.com]. We will investigate with the carrier and work towards a resolution, which may include a replacement or refund.

6. Contact Us

If you have any questions or concerns about our Replacement & Refund Policy, or if you need assistance with an order, please don't hesitate to contact our friendly support team at [support@warmily.com]. We are here to help!