After Sales Service Policy

We are committed to providing products that are 100% satisfying to help you achieve your goals and aspirations. Following the industry convention, custom-made goods do not support the rule of return and exchange. You can apply for after-sales service through the platform or online customer service only when the following conditions are met:

 

1. Undelivered Orders

 

• You can cancel the order on the platform at any time before the payment is completed.

 

• You can cancel the order on the platform at any time when the status of the order is "Reviewing".

 

• When the status of the order is "Manufacturing", you cannot cancel the order.

 

• Refunds resulting from cancellation of orders will be returned according to the payment method, and the final arrival time will be subject to the time of crediting by the banking institution. We are not responsible for any additional handling fees or non-refundable fees.

 

2. Delivered Orders

 

Category	Description	Solution
Quality Issues	Receive products with quality problems, including serious fading, pattern drop, pattern misprint and leakage, non-human damage, etc.	Please contact our customer service within 7 days (including 7 days) when the logistics status is signed for, and provide actual photos for our company to verify. After verification, we will be responsible for free redo and delivery.
Order Issues	There is a discrepancy between the quantity, size, materials used or finishing of the products received and the actual order.	Please contact our customer service within the day when the logistics status is signed for, and provide actual photos for our company to verify. After verification, we will be responsible for free redo and delivery.
Logistics Issues	Products are lost, spilled, broken, etc. during the logistics process.	Please open and check the box before signing the receipt, take photos to keep the evidence and refuse the receipt. Then provide photos for our company to carry out logistics complaints, and then our company is responsible for free redo and delivery.

 

*If you do not want the product to be redone, you can also request a full or partial refund depending on the situation.

 

The following cases are not supported for redoing:

 

• The product logistics status is after 7 days from the date of signature.

 

• The products are artificially damaged (including shuffling, playing, inadvertently dropped, etc.).

 

• Errors in the size, material and finish of the product chosen by the customer, resulting in a product that is different from what they want.

 

• Errors in the original design files uploaded or sent by the customer, resulting in printing errors.

 

• Printing errors (including valid patterns being cut, unclear patterns, low color saturation, etc.) caused by customers sending design files directly to us but not using the templates we provide and not setting them up as we require.

 

• Customers are not satisfied with the original features of the material, such as art papers do not have anti-cheating performance, matte lamination is easy to stain fingerprints, etc.

 

• The CMYK value of printing color error is within 15% after checking with professional instruments (color error is a normal phenomenon of printing, if you have strict requirements on color, please contact us to purchase the hard proofing).

 

• Customer's subjective consciousness, such as "different from my own imagination" "feel the color is too dark or too light" "different from what I see on the computer", etc. We cannot prevail on this.

 

Please attention:

 

• We cannot guarantee the arrival time as the logistics is a third party partner. And we cannot be responsible for customer losses caused by goods not arriving on time. Please allow sufficient time to place your order in advance.

 

• Customers are responsible for carefully inspecting the product upon receipt. If the product is damaged, you have the right to refuse to accept it.

 

• We will take up to 7 days to process your after-sales request after we receive it.

 

Acelion reserves the right to update or change our after-sales policy from time to time. Need more help? Please contact our online customer service.