At Build Your Gear, we are committed to providing high-quality personalized products that meet your expectations. Because our products are custom-made, we have specific guidelines regarding returns and exchanges. Please read our policy below:
1. Returns
Non-Returnable Items:
- All personalized items are made to order based on your specific instructions. Therefore, we do not accept returns or offer refunds for personalized products unless there is a defect or error on our part.
- Due to the customized nature of our products, returns for reasons such as incorrect choice of color, size, or design, or a change of heart, are not accepted.
Defective or Incorrect Products:
- If your item arrives defective, damaged, or if we made a mistake in your personalization (e.g., incorrect name or design), you are eligible for a return or replacement.
- You must contact us within 30 days of receiving your order to report any issues. Please include photos of the defect or error along with your order number.
2. Exchanges
Eligibility for Exchanges:
- Exchanges are only accepted for defective or damaged items, or if there was a mistake in the customization process (e.g., incorrect name, design, or size).
- To exchange a defective or incorrect item, please contact us within 30 days of receiving your item. We will arrange for the item to be returned and a replacement to be sent. You may be required to provide a photo of the defect or error.
3. How to Initiate a Return or Exchange:
Contact Us: Email our customer service team at [email protected] within 30 days of receiving your order. Please include your order number, a description of the issue, and photos of the defect or error.
Return Instructions: If your return or exchange is approved, we will provide you with instructions on how to return the item. Return shipping costs will be covered by us only if the item is defective or if there was an error on our part.
Processing Time: Upon receiving your returned item, we will inspect it and notify you of the approval or rejection of your return or exchange request. If approved, a replacement will be sent, or a refund will be processed within 5-7 business days.
4. Refunds
- If your return is approved, a refund will be processed, and a credit will be applied to your original method of payment within 5-10 business days.
- Please note that shipping costs are non-refundable unless the item was defective or there was an error on our part.
5. Cancellations
- Due to the personalized nature of our products, orders can only be canceled within 12 hours of purchase. After this period, we cannot cancel your order as it will have already entered the production process.
6. Customization Errors
- If you made an error in your customization details, please contact us immediately at [email protected]. We will do our best to accommodate changes within 12 hours of your order. However, once production has begun, changes cannot be made, and the order cannot be canceled.
7. Contact Us
If you have any questions or concerns about our return and exchange policy, please contact us at:
- Email: [email protected]
- Phone: +1 (917) 451-8229
- Mailing Address: 447 Broadway 2nd Fl Suite 1689, New York, NY 10013