Legal
Refund and Returns Policy
Nearly everything supplied is decorated to your artwork, which cannot be resold. This policy sets out the claim window, what is put right, when an order may be cancelled, and how transit damage and stock failures are handled.
01 Scope
1.1Goods supplied by Brandevois are custom-decorated to customer artwork and cannot be resold. Refunds, replacements and returns are accordingly granted at the discretion of Brandevois, save in respect of rights which arise under applicable law.
1.2This Policy forms part of the Terms of Service.
02 Notification of claims
2.1Any claim in respect of non-conforming, defective or damaged goods must be notified to Brandevois within 7 days of delivery.
2.2Notification must be sent to [email protected] and must state the order number, the nature of the issue and the number of pieces affected, and must include photographs of the goods and of the shipping carton.
2.3Claims notified after this period may no longer be recoverable against production or the carrier, and available remedies may be limited accordingly.
03 Remedies
3.1Where goods do not conform to the approved proof, arrive damaged, or exhibit a production defect, Brandevois will replace the affected pieces at no charge or issue a refund in respect of them.
3.2The election between replacement and refund rests with Brandevois.
3.3Affected goods must be retained until the claim is resolved and may be required to be returned.
04 Acceptable variation
The following are inherent to custom decoration and do not constitute defects:
- color appearing different in person than on a display device;
- deviation from an exact Pantone reference, unless exact matching was agreed in writing in respect of the order;
- minor variation in registration or placement on processes in which such variation is inherent;
- natural variation in materials, including glaze, dye lot and grain;
- any feature appearing on the approved proof, including spelling.
05 Cancellation
5.1An order may be cancelled in full at any time before the proof is approved and before materials have been procured for it, and a full refund is issued.
5.2Once an order has entered production, or materials have been procured for it, the order may not be cancelled.
5.3Where cancellation occurs between those points, a refund is issued in respect of costs not already committed.
06 Restocking and shipping charges
Where a refund or return is agreed in respect of goods which are not defective, a restocking charge and the original shipping cost may be deducted from the sum refunded. Applicable amounts are confirmed before the refund is processed.
07 Loss or damage in transit
7.1Shipping insurance is offered at checkout.
7.2Where insurance was purchased, Brandevois manages the carrier claim and the affected goods are replaced or refunded.
7.3Where insurance was declined, Brandevois will assist in filing a claim with the carrier, but replacement goods and associated shipping may be chargeable to you.
08 Stock availability
Where stock becomes unavailable following payment, Brandevois will contact you promptly and offer a comparable alternative or a full refund in respect of the affected pieces.
09 Samples
9.1Samples are available for selected products only, as indicated by a sample badge on the relevant product page.
9.2Where a sample is available, it may be supplied blank or decorated depending on the product and the decoration process concerned.
9.3Samples are sold as single units and are not returnable.
10 Reservation of rights
Brandevois reserves the right to decline or cancel an order, and to determine the resolution of any claim, at its discretion. Nothing in this Policy affects rights which may not be excluded at law.
11 Making a claim
Brandevois, 7701 Lemmon Ave, Suite 260, Dallas, TX 75209.
(972) 532-0775, Monday to Friday, 9am to 5pm CST.
[email protected]