Refund policy
At TrackXTrack, we are committed to ensuring your satisfaction with our custom silhouette products. Please read our refund policy below to understand your options in case you need to return a custom silhouette:
1. Returns Due to Our Error
If you receive an incorrect or defective custom silhouette, please contact us within 2 weeks of receiving your order at [contact email]. Include photos of the defect or the incorrect item along with your initial email. We will work with you to rectify the issue promptly.
2. Order Cancellation
All regular orders have a 24-hour cancellation period free of charge. If you cancel your order after this period, you will be eligible for a 70% refund of the purchase price.
3. Customized Products
Customized products, such as our custom silhouettes, are unique and made specifically for you. Therefore, we cannot accept returns or offer refunds on customized products unless there is a manufacturer's defect. If production of your custom product has not commenced, you may request a refund, but please note that the custom design fee of $20 is non-refundable.
4. Return Conditions
- The returned custom silhouette must be unused and in its original packaging.
- We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
- You are responsible for all shipping costs associated with returning the item.
- Please clearly label the package with "RETURNED ITEM" to prevent any misunderstandings.
- You will be charged a 20% restocking fee for return past 14 days.
5. Refund Process
Refunds for returned items will be issued to the original payment method used when placing your order, minus any applicable fees or charges as outlined in this policy.
6. Contact Us
If you have any questions about returning a custom silhouette or our refund policy, please contact us at [contact email]. We're here to help!