Overview

At Excelsus Print, we take pride in providing high-quality custom print products that meet your specific needs. Because each order is personalized, we have established the following guidelines to ensure a fair and transparent process for refunds and returns.

Refund Policy

1. Custom Products:

All our products are custom-made based on your specifications (e.g., designs, sizes, materials). As such, we do not offer refunds for:

• Personal preference changes after production.

• Errors in submitted artwork or design specifications (e.g., typos, incorrect sizes).

Please double-check your order details and uploaded files before confirming your purchase.

2. Damaged or Defective Items:

If your order arrives damaged or with a manufacturing defect, we will provide a replacement or full refund, including shipping costs. To qualify:

• Notify us within 3 days of delivery.

• Provide clear photos of the outside of the packaging along with clear pictures of the damaged product.

3. Printing Errors:

If there is an error in your print order that is due to a production issue (e.g., misalignment, color inaccuracies compared to approved proofs), we will replace the product or issue a refund.

4. Lost or Missing Orders:

If your order is lost in transit, we will work with the shipping carrier to resolve the issue and offer a replacement or refund.

Returns Policy

1. Non-Returnable Products:

Custom-printed products are not eligible for returns unless the item is defective, damaged, or incorrect due to our error.

2. Personalization Errors:

If we made an error in the production of your order (e.g., wrong size, incorrect design application, or material), we will reprint and ship the item at no cost to you.

If the issue is due to incorrect details provided by the customer, additional fees may apply for reprinting.

Exchange Policy

We do not offer exchanges since all products are made to order. If there is an issue with your order, please contact us, and we’ll work to resolve it promptly.

How to Request a Refund or Replacement

1. Contact our Customer Support Team at [Chris@ExcelsusPrint.com / 585-449-3357] within 7 days of delivery.

2. Include the following details:

• Order number.

• Photos of the defective/damaged product (if applicable).

• A description of the issue.

3. Our team will review your request and respond within 2 business days.

Cancellation Policy

Orders can only be canceled within 24 hours of submission, as production begins shortly thereafter. After this period, cancellations cannot be processed.

Orders selected with RUSH production have no guarantee that your cancellation request will be accepted within 24 hours of submission.

Shipping Returns (If Applicable)

If a return is required for defective or incorrect products, we will provide shipping instructions. Shipping costs for returns are covered by us only if the issue is due to our error. Otherwise, the customer is responsible for shipping fees.

Customer Responsibility

Before placing an order, please:

• Review your designs, spelling, grammar, and layout carefully.

• Use our online proofing tools or request a proof to ensure accuracy.

• Contact us with any questions or concerns prior to order submission.

We are not responsible for errors in customer-submitted files or for slight color variations due to monitor differences.

Contact Us

For any questions, concerns, or to report an issue with your order, please contact us:

• Email: Chris@ExcelsusPrint.com

• Phone: 585-449-3357

At Excelsus Print, we are committed to delivering quality print products and excellent customer service. We appreciate your trust in us and will work to make things right if an issue arises.