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Exchange/Return & Refund Policy

We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product.
Buyers assume all risks when choosing the “Style” and the right size of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. Just click on the Size Chart link to find your best fit!

POSSIBLE SCENARIOS FOR EXCHANGING GOODS WITH ALIENSCUSTOM:

We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. With our policy, within 7 days of you receiving the item, you can request a refund or a replacement in the following cases:

  • Printed products are not clear, blurred.
  • Significantly different from the description or the preview shown to you;
  • The printing position is not centered as described on the website.
  • Wrong product delivered in the order, or part of the order is wrong.
  • Damaged by transportation: torn, stretched.
  • The product has the wrong size or color as described.
  • Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.
  • The type or model of the product received does not match the one you ordered.
  • The quantity of the product received is insufficient or the set is incomplete compared to your order.

Upon receiving the goods, please carefully check their condition and sign to confirm with the delivery staff immediately. This will serve as a basis for any future complaints or requests for exchange or return. If you encounter any of the above situations, please notify us (ALIENSCUSTOM) within 07 days from the delivery date.

RETURN POLICY APPLIES TO THE US AND INTERNATIONAL

Currency applied for this policy

  • We adopt and use USD (US Dollar) currency for this form

The additional charge is

  • Do not apply

DOES THE CUSTOMER HAVE TO PAY TO SHIP THE RETURNED ITEM? AND IN WHAT CASE?

We typically DO NOT accept refunds or replacement due to customer’s mistakes such as

  • Incorrect selection of sizes, designs, colors, etc.
  • If the customer purchases the wrong product, finds the product unsuitable, or changes their mind about the item, the customer is responsible for the actual cost of shipping the goods back to the factory. Returns are only accepted in the original condition with the manufacturer’s label. The refund amount will not exceed 80% of the total purchase value, and all refunds will be credited to your original form of payment.
  • If the product is defective, damaged by the carrier, or otherwise defective, the customer will be responsible for the actual cost of shipping the returned item. The customer will need to communicate and work with the carrier directly for the return process.

ALIENSCUSTOM’S POLICY ON EXCHANGES AND RETURNS IS SUBJECT TO CERTAIN CONDITIONS. EXCHANGE OR RETURN REQUESTS WILL NOT BE ACCEPTED UNDER THE FOLLOWING CIRCUMSTANCES:

  • Goods that have been acknowledged and signed for as received by the delivery party after 07 days from the date of delivery.
  • Items that have been opened, including the product label, with the exception of the shipping carrier’s cover.
  • Requests to change the type or model of the product without prior notice.
  • Goods that have been externally damaged, such as peeling or denting, due to mishandling.
  • Damages caused by improper operation or usage of the product.
  • Failure to comply with the required provisions to avail the warranty, such as not retaining the invoice or purchase information within the specified timeframe.
  • Lack of response within 07 days from the date of delivery, despite checking and signing to acknowledge the condition of the goods.

ATTENTION:

  • The process of handling exchange or return procedures is carried out within two (02) weeks from the date of receipt of sufficient information and documents from the customer.
  • The exchange and repair will be done in accordance with the regulations of AliensCustom
  • The acceptance period for return and exchange is accepted when
  • We only accept to exchange goods upon receipt of goods and have signed a confirmation under 07 days from the delivery date. After that time, we do not accept for exchange or return.

CONDITION OF PRODUCTS:

  • To qualify for a return, your item must be unused and in the same pristine condition as when you received it. Additionally, it must be accompanied by its original packaging.
  • Please note that certain types of goods are exempt from being returned. This includes perishable items such as food, flowers, newspapers, or magazines, as well as intimate or sanitary goods, hazardous materials, and flammable liquids or gases. These items are not eligible for return or exchange.

RETURN METHOD:

  • We accept returns and exchanges: we accept returns and exchanges by shipping
  • We accept returns: at AliensCustom’s at 4818 Woodall St, Dallas, TX 75247, United States

AT ALIENSCUSTOM, WE ONLY ACCEPT REFUNDS IN THE FOLLOWING CASES:

  • Printed products are not clear, blurred.
  • Significantly different from the description or the preview shown to you;
  • The printing position is not centered as described on the website.
  • Wrong product delivered in the order, or part of the order is wrong.
  • Damaged by transportation: torn, stretched.
  • The product has the wrong size or color as described.
  • Other errors caused by our production. When encountering these unfortunate incidents, please email us about the problem (including actual product pictures and labels for proof) to get timely support for refund or return requests. We encourage you to receive a new replacement for the defective product and you do not even need to return the defective product to us.
  • The type or model of the product received does not match the one you ordered.
  • The quantity of the product received is insufficient or the set is incomplete compared to your order.

Your order has an issue of inadequate quality. Please note that any claims related to quality issues or garment defects must be filed within 07 business days from the date of receipt with full of clear evidence as below:

  • Photo(s) of quality issues and any damaged parts of the actual product received;
  • Photo(s) of the inaccurate product delivered (in case of incorrect color/design from original order);
  • Photo(s) of the size tag and the entire item when measured with a ruler (in case of incorrect size from original order);
  • Photo(s) of the original shipping label of the product received.

– You can send these pieces of evidence through email support: support@alienscustom.com. The Customer Care Department will receive and process your case. Our customer service will then help provide a replacement or refund if deemed appropriate.

– To file a claim, please send us an email to support@alienscustom.com and include the following information (this is a must):

  • Order number
  • Video/ photo of the defective product
  • If your claim is in regards to a printing error, please include photographs of the error.
  • If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
  • If some of your items are missing, please provide us an image of the received package’s cover including the detailed shipping label so we can forward to our production department to investigate the problem
  • Full delivery address
  • Contact telephone number

Our support team will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).

SALE ITEMS:

  • Please note that at AliensCustom, only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.

FULLY REFUND:

  • We will process refunds for the total amount paid, including the Transaction Fee and Shipping Fee, upon receipt of the returned item.
  • Please note that the time for the buyer to receive a refund may vary depending on the exchange process. Refunds will be processed within 14 working days (excluding Saturday and Sunday) from the date of receipt of the claim, and are subject to eligibility as per AliensCustom’s return and refund policy.
  • All refund requests must meet the sales and refund criteria set by AliensCustom. If you have any questions or concerns regarding our refund process, please contact our customer service team for assistance at  support@alienscustom.com. Thank you for your cooperation.

Thank you for choosing AliensCustom!

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