Cancellation and Refund Policy

Overview

At Event Door, we strive to ensure your complete satisfaction with our products and services. This Cancellation and Refund Policy outlines the terms and conditions for order cancellations, returns, and refunds. We understand that sometimes circumstances change, and we aim to provide fair and reasonable solutions for our customers.

Please read this policy carefully before placing your order. By purchasing from Event Door, you acknowledge and agree to the terms outlined in this policy.

Order Cancellation Policy

Standard Product Cancellations

• Within 2 hours of order placement: Full refund with no cancellation charges
• 2-24 hours after order placement: Cancellation possible with 5% processing fee
• After 24 hours: Cancellation subject to production status and may incur up to 25% charges
• After production begins: Cancellation not possible unless exceptional circumstances

Custom Product Cancellations

• Before artwork approval: Full refund minus payment processing fees
• After artwork approval but before production: 50% refund of order value
• After production begins: No cancellation allowed
• Rush orders: Cancellation not allowed once confirmed

Bulk Orders (500+ units)

• Cancellation terms are subject to individual agreement
• Advance payment orders have different cancellation terms
• Material procurement status affects cancellation feasibility
• Minimum 48-hour notice required for cancellation requests

Return Policy

Eligible Returns

We accept returns under the following conditions:

• Manufacturing defects: Items with clear production flaws or damage
• Incorrect items: When you receive products different from what was ordered
• Quality issues: Products that don't meet our quality standards
• Shipping damage: Items damaged during transit (with photo evidence)
• Missing items: Incomplete orders or missing products from your shipment

Non-Returnable Items

• Custom products with personalized artwork or logos
• Items used for events or occasions (unless defective)
• Products damaged due to misuse or normal wear
• Items without original packaging or tags
• Hygiene-sensitive products (unless unopened and defective)
• Perishable items or time-sensitive materials

Return Process

1. Contact us within 7 days: Report the issue via email or phone
2. Provide documentation: Share photos, order details, and description of the problem
3. Return authorization: Wait for our return authorization and instructions
4. Package securely: Use original packaging when possible
5. Ship the item: Use our provided return shipping label or approved method
6. Track and confirm: Ensure we receive the returned item

Refund Policy

Refund Processing Times

• Credit/Debit Cards: 5-7 business days after approval
• Net Banking: 3-5 business days after approval
• Digital Wallets: 1-3 business days after approval
• Bank Transfer: 3-7 business days after approval

Refund Calculation

• Full refund: Manufacturing defects, our errors, or early cancellations
• Partial refund: Late cancellations, partial returns, or restocking fees
• No refund: Custom items, used products, or policy violations
• Shipping costs: Non-refundable unless the return is due to our error

Refund Methods

Refunds will be processed using the same payment method used for the original purchase. In cases where this is not possible, we will work with you to arrange an alternative refund method.

Exchange Policy

We offer exchanges for standard products under specific conditions:

• Size exchanges: Available for apparel within 7 days of delivery
• Color variations: Limited to stock availability
• Product upgrades: Price difference must be paid
• Shipping costs: Customer responsible for exchange shipping
• Time limit: Exchange requests must be initiated within 7 days

Quality Assurance

We maintain strict quality control measures to minimize defects and ensure customer satisfaction:

• Multi-stage quality checks during production
• Pre-shipping inspection of all orders
• Quality guarantee on all products
• Immediate replacement for manufacturing defects
• Continuous improvement based on customer feedback

Special Circumstances

Event Cancellations

If your event is cancelled due to unforeseen circumstances (natural disasters, government restrictions, etc.), we offer flexible solutions:

• Store credit valid for 12 months
• Product modification for future use
• Partial refund based on production status
• Transfer to alternate event dates

Rush Orders

• No cancellation once production begins
• Limited return options due to tight timelines
• Quality issues will be addressed with priority
• Future order credits for unresolvable issues

Damaged or Lost Shipments

• Report immediately: Contact us within 24 hours of delivery
• Photo evidence: Provide clear images of damaged packaging and products
• Insurance claims: We will handle claims with shipping carriers
• Replacement: Priority replacement for damaged items
• Investigation: Lost shipments will be traced with carrier partners

Customer Responsibilities

• Inspect products immediately upon delivery
• Report issues within specified timeframes
• Provide accurate information for returns/exchanges
• Return products in original condition when possible
• Cover return shipping costs unless due to our error
• Respond promptly to our requests for information

Dispute Resolution

We are committed to resolving any issues fairly and promptly:

• Direct communication to resolve concerns
• Escalation to management for complex issues
• Third-party mediation if necessary
• Fair compensation for genuine grievances
• Continuous process improvement based on feedback

Policy Updates

This policy may be updated from time to time to reflect changes in our business practices or legal requirements. Significant changes will be communicated to customers via email or website notifications. The updated policy will apply to orders placed after the effective date.

Contact Information

For any questions about cancellations, returns, or refunds, please contact our customer service team: