Refund and Returns Policy

Effective Date: 24 August 2026

1. Custom and Personalized Orders

Custom, branded, personalized, or made-to-order products are generally final sale once the customer has approved the artwork, specifications, digital proof, pre-production sample, or production order and production has started.
Custom products cannot normally be returned or refunded because of:

• Changes in customer preference
• Incorrect customer-supplied artwork or information
• Incorrect quantities ordered by the customer
• Minor color or material variations within reasonable production tolerances
• Differences between screen colors and physical product colors
• Delays caused by incomplete or late customer approvals

2. Order Changes and Cancellations

Please contact DICA immediately if you need to change or cancel an order.
Changes or cancellations requested before production begins may be accepted subject to written confirmation. The customer remains responsible for costs already incurred, which may include:

• Artwork and design work
• Samples and prototypes
• Tooling, molds, screens, or setup fees
• Purchased materials
• Printing, decoration, and packaging
• Payment processing fees
• Freight and handling costs
  Once production has started, an order generally cannot be canceled.

3. Artwork, Samples, and Approval

Customers are responsible for reviewing all artwork, proofs, samples, specifications, quantities, delivery information, and branding details before approval.
Please carefully check:

• Spelling and contact information
• Logo quality and placement
• Product colors and materials
• Dimensions and quantities
• Packaging and insert information
• Shipping address and delivery requirements
  Approval authorizes DICA and its production partners to begin production. Reasonable variations caused by materials, printing methods, manufacturing processes, or screen displays are not automatically considered defects.

4. Damaged, Defective, or Incorrect Products

If products arrive damaged, defective, or materially different from the approved order, contact us within 7 calendar days after delivery.
Please provide:

• Order number
• Description of the issue
• Quantity affected
• Clear photographs or videos
• Photographs of the cartons and packaging
• Shipping labels and delivery documentation
  Please keep all affected products and packaging until the claim has been reviewed. DICA may request additional photographs, product samples, or an inspection before approving a resolution.

5. Available Resolutions

If a claim is validated, DICA may provide one of the following resolutions, depending on the circumstances:

• Repair or rework
• Replacement of the affected quantity
• Partial or full store credit
• Refund of the affected portion of the order
• Another mutually agreed solution
  The resolution normally applies only to the damaged, defective, or incorrect portion of the order.

6. Return Authorization

Do not return products without receiving written return authorization and return instructions from DICA.
Unauthorized returns may be refused. Unless the products are defective, approved returns must generally be unused, unaltered, and in their original packaging.
If DICA agrees to accept a non-defective standard-product return, restocking fees and return shipping costs may apply. Custom or personalized products are excluded from standard returns.

7. Non-Returnable and Non-Refundable Items

The following items and costs are generally non-returnable or non-refundable:

• Custom printed or decorated products
• Personalized merchandise
• Approved samples and prototypes
• Artwork, setup, tooling, and mold fees
• Custom packaging and inserts
• Expedited production charges
• Expedited or international freight charges
• Import duties, taxes, brokerage, and customs fees
• Clearance or final-sale products
• Products altered or used after delivery

8. Shipping Damage and Delivery

Please inspect all cartons and products promptly after delivery. Visible shipping damage should be noted with the carrier whenever possible.
Delivery dates are estimates unless DICA has confirmed a guaranteed service in writing. Customs clearance, weather, carrier delays, incorrect delivery information, and other events outside DICA’s reasonable control may affect delivery timing.
Import duties, taxes, customs charges, and brokerage fees are the customer’s responsibility unless the quotation or order confirmation states otherwise.

9. Refund Processing

Approved refunds are normally processed within 7–10 business days after the claim or authorized return has been completed.
Refunds will usually be issued to the original payment method or provided as account credit, depending on the agreed resolution. Banks and payment processors may require additional processing time.

10. Contact Us

To request assistance with a return, refund, or product claim, contact:
DICA Brand Solutions
Email: service@dicabrandsolutions.com
Please include your order number and use the subject line:
Return or Product Claim – [Order Number]