Here’s an updated Refund & Return Policy for your customized gifts website, including the requirement for videos and photos within 12 hours of delivery:

Refund & Return Policy

1. Returns & Exchanges

Since all our products are custom-made and personalized, we do not accept returns or exchanges unless:

  • The product is damaged or defective upon arrival.
  • There is a printing error or incorrect customization due to our mistake.

To be eligible for a return or exchange, you must:

  • Provide an unboxing video and clear photos showing the issue.
  • Submit the proof within 12 hours of delivery by contacting our support team.

If your request is approved, we will offer a replacement or a partial/full refund, depending on the case.

2. Refund Policy

Refunds are only issued under these conditions:

  • The product is damaged, defective, or incorrect, and a replacement is not possible.
  • Customization does not match the details provided by the customer.
  • The order is canceled before production begins.

Once approved, refunds will be processed within 5-7 business days via the original payment method.

3. Order Cancellations

  • Orders can be canceled within 12 hours of placement.
  • Once production starts, cancellations are not possible.

4. Non-Refundable & Non-Returnable Items

  • Errors in customization due to incorrect details provided by the customer.
  • Minor color variations due to screen differences.
  • Delays in delivery caused by shipping carriers or unforeseen circumstances.
  • Claims made without a valid unboxing video and photos within 12 hours of delivery.

5. How to Request a Return or Refund?

  1. Record an unboxing video from the moment you open the package.
  2. Take clear photos of the issue.
  3. Email us at admin@hangonhub.com within 12 hours of delivery with:
    • Order number
    • Issue description
    • Attached unboxing video and photos.