Refund policy
At Iron Phoenix GHG, we take pride in offering high-quality made-to-order products to our valued customers. We want you to be completely satisfied with your purchase. Please review our return policy for made-to-order items below:
1. Eligibility for Returns
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Defective Products: If you receive a made-to-order product that is defective due to manufacturing or printing issues, please follow these steps:
a. Submit Images of Damage: Contact our customer support team within 14 days of receiving the item and provide clear images that show the damage or defect. These images will be used for verification with our print provider.
b. Verification Process: Our team will review the images to verify the defect. If the defect is confirmed, we will provide you with a replacement or refund.
2. Returns for Custom-Made Products
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Custom Orders: We understand that custom-made products are unique to your specific requests. Therefore, returns for custom-made items are only accepted under the following circumstances:
a. Defective Products: If your custom-made product is defective due to manufacturing or printing issues, please follow the steps outlined above (Submit Images of Damage) for verification.
b. Incorrect Customization: If there is an error in the customization of your product that is not in accordance with the details you provided during the order, please notify us within 7 days of receiving the item.
c. Cancellation Before Printing: You have up to 24 hours from the time of placing your custom-made order to request a cancellation or make changes. Once the printing process has begun, no cancellations or changes can be made.
3. Return Process
- To initiate a return for a defective or incorrectly customized product, please contact our customer support team at Shadowseeker@gohardgaming.store or 307-439-5613. Our team will guide you through the return process, including providing instructions for returning the item.
4. Return Address and Verification
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All authorized returns should be sent to the following address: 142 W. Milton Rd Trlr 7 Ballston Spa, NY 12020 Store Name: Iron Phoenix GHG Email: Shadowseeker@gohardgaming.store
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Upon receiving the returned item, we will verify that it is in brand new condition with tags attached and has not been worn. Once the verification process is complete, we will proceed with the refund or exchange as per our policy.
5. Refund and Exchange
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Upon successful verification of the eligibility for a return, you can choose between a refund or an exchange for your returned item.
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Refunds will be processed to the original payment method used for the purchase.
6. Redirected Merchandise
- If you decide to cancel your order before the printing process has started, the merchandise will not be sent, and a refund will be issued.
7. Contact Us
If you have any questions or concerns about our return policy, please don't hesitate to contact our customer support team at Shadowseeker@gohardgaming.store or 1-307-439-5613. We are here to assist you.