Refund & Return Policy

Refund & Return Policy

PhotoOnGifts (POG) - Custom Products Return Guidelines

Important Notice: Due to the personalized nature of our products, special return conditions apply. Please read this policy carefully before placing your order.

1. Custom Products Policy

PhotoOnGifts specializes in personalized and custom-made products. Due to their unique nature, most custom items cannot be returned for refund unless they meet specific criteria outlined below.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom-designed products made to your specifications
  • Personalized items with names, dates, or custom text
  • Products with uploaded photos or images
  • Items that have been used or damaged by the customer
  • Products ordered with incorrect personalization details provided by the customer

2. Eligible Returns

We accept returns only in the following circumstances:

Manufacturing Defects

  • Products with printing errors or poor quality
  • Items damaged during production
  • Products that don't match the approved design proof

Shipping Damage

  • Items damaged during transit
  • Products received in damaged packaging

Wrong Item Sent

  • Completely different product received
  • Wrong size or color (when not specified by customer)

3. Return Process

Step-by-Step Return Process:

  1. Contact Us: Email cs@photoongifts.com within 7 days of receiving your order
  2. Provide Details: Include order number, photos of the defect/damage, and description of the issue
  3. Await Approval: Our team will review your request within 2-3 business days
  4. Return Authorization: If approved, we'll provide return instructions and a prepaid label
  5. Ship Return: Package the item securely and ship using our provided label
  6. Processing: Refund or replacement will be processed within 5-7 business days after we receive the item

4. Refund Methods

Approved refunds will be processed using the same payment method used for the original purchase:

  • Credit/Debit Cards: 3-5 business days
  • PayPal: 1-2 business days
  • Bank Transfer: 5-10 business days

5. Replacement Options

For eligible returns, we offer:

  • Full Refund: Original purchase price minus any discount codes used
  • Replacement Product: New item with corrected specifications
  • Store Credit: Credit for future purchases (if preferred)

6. Shipping Costs

Our Error: We cover all return shipping costs for manufacturing defects, shipping damage, or wrong items sent.

Customer Error: Customers are responsible for return shipping costs if the error was due to incorrect information provided during ordering.

7. Order Cancellation

Order cancellations are subject to production status:

  • Before Production: Full refund available within 2 hours of order placement
  • In Production: Cancellation may not be possible; contact us immediately
  • After Production: Standard return policy applies

8. Proof Review Process

To minimize errors, we provide design proofs for approval:

  • Digital proof sent via email before production
  • Customer has 24 hours to approve or request changes
  • Auto-approval after 24 hours if no response received
  • Approved proofs are final; customer responsible for approved designs

9. Damaged Package Policy

If you receive a damaged package:

  • Take photos of the damaged packaging and contents
  • Contact us within 48 hours
  • Do not refuse the package; accept delivery and document damage
  • We will work with the shipping carrier to resolve the issue

10. Exceptions and Special Cases

Some situations may warrant special consideration:

  • Seasonal or holiday items may have different return windows
  • Bulk orders may have separate return policies
  • International orders may have extended processing times

Contact Information

For returns, refunds, or questions about this policy:

Email: cs@photoongifts.com

Subject Line: "Return Request - Order #[Your Order Number]"

Address: Room C2346, 3rd Floor, No. 22, Lane 7, Yongtai Zhihe Street, Yongping Street, Baiyun District, Guangzhou City, Guangdong Province, China

Response Time: 2-3 business days

Last Updated: June 20, 2025