Refund policy

Refund Policy

Custom Products
All items labeled as “Custom” are made-to-order based on the design, photo, or text provided by the customer. Because each product is created uniquely for you, custom orders are not eligible for returns or exchanges unless the item arrives damaged or defective.

If your order contains multiple custom items and more than one item is damaged, all damaged items must be shown together in a single photo. This helps us verify the issue and process your replacement efficiently.
Approved cases will receive a replacement at no additional cost.

Non-Custom Products (e.g., Party Supplies, Plastic Cutlery)
We accept returns for non-custom products within 14 days of delivery, provided the items are unused, in original packaging, and in resellable condition.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Order Accuracy
Please review your personalization details carefully before placing a custom order. We produce your item exactly as submitted. We are not responsible for errors in the design, text, or images provided by the customer.

Lost or Delayed Packages
If your package is significantly delayed or lost in transit, we will assist you in working with the carrier. Resolutions may vary depending on the carrier’s investigation.

Cancellations
Because production begins shortly after a custom order is placed, cancellations may not be possible once the customization process has started.
Non-custom orders may be canceled prior to shipment.

Contact Us
If you have any questions about your order or need assistance, please reach out to us at:
Email: info@jlprime.com