Return & Policy

1. Scope of Application

This Return & Exchange Policy applies to all personalized products sold on the BoardCustom website (or your company website).
A "Personalized Product" refers to any item made according to the customer's specific requirements (such as engraving, design patterns, sizes, etc.).

Important Note: Personalized products are customized for each individual customer and cannot be resold. Therefore, we generally do not accept returns or exchanges for non-quality issues. Please ensure you confirm your product details and customization information before placing your order.

2. Return & Exchange Conditions

Returns and exchanges are only allowed under the following circumstances:

1. Product Quality Issues

   • This refers to any damage, defects, misprints, or other manufacturing flaws that occur during production or shipping.

   • Customers must submit a return or exchange request within 7 days of receiving the product, along with clear photo or video evidence of the issue.

2. Wrong Item or Missing Accessories

   • If we send the wrong customized product or if it’s missing any accessories, customers can request a free exchange after verification.

3. Severe Damage During Shipping

   • If the product is severely damaged during shipping, including packaging damage that renders the item unusable, an exchange or refund can be requested.

Non-returnable or Non-exchangeable Items:

• Items that are customized based on incorrect or inaccurate information provided by the customer (e.g., spelling errors, wrong style choices).

• Products returned due to subjective reasons like color preference, size issues, or not meeting expectations.

• Any customized items that have been used, engraved, or altered in any way that prevents resale.

3. Return & Exchange Process

1. Submit a Request
   Customers must initiate a return or exchange request through our website’s customer service, email, or order page. The request must include details of the issue and supporting evidence (photos/videos).

2. Review & Approval
   Once the request is received, we will review it and respond within 3 business days with the result. If approved, we will provide return instructions.

3. Return the Item
   After approval, customers must return the item along with the original packaging, invoice, and order details to the designated return address (provided by our customer service).

4. Inspection & Resolution
   Upon receiving the returned item, we will inspect it within 5 business days. If the return is approved, we will either issue a refund or proceed with a replacement product, based on the customer's request.

4. Refund & Exchange Information

1. Refund Process

   • For items that meet the return conditions, a refund will be issued to the original payment method (typically 7-14 business days depending on the payment provider).

2. Exchange Process

   • For items that require a replacement, we will remake the product as per the original order and send it out at no additional cost, though the customer may need to cover shipping fees for the return and resend (subject to customer service discussion).

3. Shipping Fees

   • If the return is due to a quality issue, shipping fees for both the return and the reshipment will be covered by us.

   • If the return is due to customer error (e.g., incorrect customization details), the customer will be responsible for the return and reshipment costs.

5. Special Considerations

• Final Sale Products
  Personalized products are considered final sale, meaning returns or exchanges are not possible except in cases of quality issues or errors made on our part. This will be confirmed before finalizing your order.

• Evidence Retention
  Customers should retain photos and all correspondence related to the return or exchange request as this can speed up the process and provide necessary documentation.

• Policy Updates
  This policy is part of our commitment to customer service. We reserve the right to update or change this policy as necessary to comply with operational or legal requirements. Any changes will be announced on the website and take effect immediately.

6. Contact Information

🛠 After-Sales & Return Policy for Personalized Products

Because all of our cutting boards are custom-made and personalized, they are produced specifically according to each customer's submitted design and text.

We offer the following after-sales policy:

• ✅ Within 24 hours of placing your order:
  You may request a cancellation or full refund unconditionally.

• ⛔ After 24 hours:
  Since production may have already begun, orders cannot be canceled or refunded unless the product has a manufacturing defect or quality issue.

• 🛡 Quality Guarantee:
  If your item arrives with a defect, damage, or engraving error caused by us, please contact us within 7 days of delivery with clear photos. We will provide a replacement or full refund.

Please contact us at:
📧 info@boardcustom.com
📞 +1 (657) 423 6967