1. Overview

At PolySmarts, we strive to provide high-quality customized packaging products to meet your needs. We understand that there may be occasions when you need to return or exchange a product. Our Refund and Returns Policy outlines the conditions and procedures for returns, exchanges, and refunds.

2. Eligibility for Returns and Refunds

2.1 Customization Errors

If there is an error in the customization of your product that is our fault, you are eligible for a return or refund. Please contact us within 7 days of receiving your order.

2.2 Defective or Damaged Products

If your product arrives defective or damaged, you are eligible for a return or refund. Please contact us within 7 days of receiving your order and provide photos of the damage.

2.3 Change of Mind

Due to the nature of customized products, we do not accept returns or offer refunds for change of mind. Once an order is placed, it is processed according to your specifications, making it unique to you.

2.4 Incorrect Orders

If you receive an incorrect order that does not match the specifications provided, you are eligible for a return or refund. Please contact us within 7 days of receiving your order.

3. Return Process

3.1 Contact Us

To initiate a return, please contact our customer service team at [[email protected]] with your order number, details of the issue, and any supporting documentation (e.g., photos of defects).

3.2 Return Authorization

Once your return request is reviewed and approved, you will receive a Return Authorization Number (RAN) and instructions on how to return the product.

3.3 Shipping the Product

Please package the product securely and include the RAN. You are responsible for the cost of return shipping unless the return is due to our error or a defective product.

3.4 Inspection and Processing

Upon receiving the returned product, we will inspect it to verify the issue. If approved, a refund or replacement will be processed within 15 business days.

4. Refunds

4.1 Method of Refund

Refunds will be issued to the original payment method used for the purchase. 

4.2 Processing Time

Refunds may take 5-10 business days to appear in your account, depending on your payment provider.

4.3 Partial Refunds

In some cases, partial refunds may be granted (e.g., if the product is not in its original condition, damaged, or missing parts for reasons not due to our error).

5. Non-Returnable Items

Several types of products are exempt from being returned:

– Gift cards

– Downloadable software products

– Perishable goods

6. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need to exchange it for the same item, contact us at [[email protected]].

7. Sale Items

Only regular priced items may be refunded; sale items are non-refundable.

8. Contact Information

For questions related to refunds and returns, please contact us at:

– Email: [email protected]

– Phone: +86 18681141326

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PolySmarts reserves the right to amend this policy at any time. Any changes will be posted on this page. By placing an order, you agree to this Refund and Returns Policy.