Refund Policy
Changing or canceling a custom order
Email us with your order number to request a change or cancellation. If you have neither paid the deposit nor approved the sample, you may change or cancel the order at no charge. If you have paid a deposit and production has not started, we will discuss the change and how to handle the deposit. Once materials have been purchased or production has begun, costs already incurred and any cancellation charges agreed in your order apply. Orders cannot be canceled after shipment. Once custom products have shipped, we accept returns or exchanges only for quality issues.
Reporting delivery or quality issues
For damaged goods, missing items or goods that differ from the approved sample, email david.ye@df-gifts.com within seven business days of receipt. Include the invoice or order number, affected quantity, photos of the inner and outer packaging, and both full and close-up photos of the product. For a shortage, include your count against the packing list.
Replacements, credits and refunds
We check our packing records and replace verified missing items. For confirmed transit damage, we can discuss a replacement or credit. For verified quality issues, we can agree on replacement parts, replacement goods or a refund. Freight arrangements depend on responsibility and insurance. For purchase and payment terms, see our order terms