Refund policy

Returns

At Freedom Custom Design we take pride in our products and the service we provide. If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 7 days of delivery.

Returned items should be unused and must be returned:

  • in the same condition that you received it
  • complete without any missing parts
  • including any enclosed documentation
  • in the original packaging with all labels and tags attached
  • with online return created from accounts area or customer returns form filled in and included
  • where none of the exclusions below apply


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Exceptions / non-returnable items

The following types of items may not be returned/refunded under this policy:

  • items that have been used (unless faulty)
  • any item not in its original condition
  • with damaged or missing parts for reasons not due to our error
  • any item that is returned more than 14 days after delivery
  • any custom/personalised item made to order once the design has been approved
  • gift vouchers

Please get in touch if you have questions or concerns about your specific item.

 

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges

For orders shipped within the United States, if you wish to exchange an unused product for an alternative item within 14 days of receipt, please also follow the return process but include on your return note or email the item that you wish to exchange for as well as the size and colour where applicable. On receipt of your return we will contact you to discuss the re-shipping of your exchange, please include a daytime telephone number or email contact as well as your order reference with your return. Exchanges will be sent with a reduced re-delivery charge. For International orders, once the item is received, we will send you an order update with the re-delivery charges or where this isn't possible refund any returned items excluding postage (except where product is defective or not as described) and you can place a new order.


Returns/Exchange Procedure

To return/exchange your product, you should create a return request from your account area or send us an email at support@freedomcustomdesign.com and post your product to:

2743 Henry St. #436
Muskegon, MI 49441
United States.

Please also add our email for tracking alerts if sending via a parcel service:

contact@freedomcustomdesign.com

Please ensure you include the customer returns form, or at least a reference to your order number so we can identify your return, and wrap and seal the items securely.  For any items marked for exchange, please specify on the returns form or in the email otherwise we'll be in touch on receipt to confirm your requirements.  For International returns, you must ensure that the customs declaration indicates that it is a return or exchange.

Note: You will be responsible for returning your item. Return shipping costs are non-refundable (unless product is defective or not as described) and you should consider purchasing shipping insurance.


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, excluding the original delivery charge unless goods are faulty or not as described and a credit will automatically be applied to your original method of payment within 14 days.

International returns initiated due to refusal to pay duties and taxes or failure to collect will be subject to a 15% restocking fee, which will be deducted from the refund amount along with delivery / return charges.

Where items are abandoned and a return isn't economical a minimum of a 50% restocking fee plus any abandonment charges will be deducted from any refunds.


Improper Returns

When we receive any items returned in breach of this policy:

  • we will not refund or exchange the items (at our discretion)
  • we may retain the items until you reimburse any additional re-delivery costs
  • we may destroy or dispose of the returned items at our sole discretion, without any liability to you, if we do not receive payment of such additional amount within 14 days of issuing a request for payment


Regulatory

This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979, " Under the Sale of Goods Act 1979, sold goods should match their description, be of satisfactory quality, and be fit for purpose. If these are not met, the buyer has legal rights to refund, repair, or replacement". & the Uniform Commercial Code (UCC) Article 2).