Return & Refund Policy

At customer-rich.com, customer satisfaction is our top priority. If you’re not completely satisfied with your purchase, we’re here to help!

RETURN POLICY

The following terms and conditions apply to all orders placed on our website. We reserve the right to amend these terms without prior notice whenever deemed necessary and to use our discretion for any final decisions about issues between our two parties when applicable.

ORDER ADJUSTMENT/CANCELLATION

After finalizing the checkout of an order, you may adjust its information by contacting us via [email protected] within 12 hours. If you do not make any changes to your order within 12 hours, the order will be sent to production, and you will have to waive the right to adjust the order details or to cancel it.

-The design of personalized items cannot be adjusted after the order is successfully finalized.

-The item quantity in a discounted order and the product type of your order, you can not make changes to your ordered item’s color and/or size unless that change results in any fluctuation in the price of the final item.

-The item quantity in a discounted order and the product type of your order cannot be changed. If you have any need for these changes, please contact us to cancel the order, after which you can then place a newly revised order.

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

1. Time frame can be returned after the order has been delivered: Our policy was in effect for 30 days after the delivery process was completed. After 30 days the order will be considered accepted by the customer, and no reimbursement will be made.

2. Return of your purchase is permitted ONLY when the goods delivered fall under the following criteria:

a. The goods received are wrong/damaged/faulty

-We guarantee to assist with cases where customers receive the wrong/damaged/faulty items. Includes these cases:

The product arrives damaged.
The product arrives shattered.
The product design is not the same as the one you ordered.
The product size differs from what you ordered.
The product material differs from what you ordered.
The product you ordered is not the one you received.
The product differs from how it was described in the original.

b. The package received is wrong/damaged/faulty due to the shipping process

We guarantee to assist with cases where customers receive the wrong/damaged/faulty items due to the shipping process. Please double-check the package carefully when receiving your orders. If you find the products are wrong, defective, or damaged, please return them to the courier immediately or contact EaselEnchant within 12 days of delivery for a short response and support.

3. Returned item(s) must NOT meet the following conditions:

The item(s) have been worn or washed
The item(s) have been modified in any way,
The item(s) are in any way defective from the original, unless the condition is our fault
The item(s) do not have their original tags.
The item(s) have some redundant thread that can be easily cut/repaired.
The item(s) must be returned in their original condition and in their original packaging.

4. Return cost

For defective products (This happens when the product is wrong, damaged by the carrier or otherwise), there will be no charge for the customer to return the item.

In case the customer is not satisfied (this happens when the customer buys the wrong product, the product is not suitable or the customer does not like the item anymore), the customer will bear the actual cost of shipping the goods.

5. Return process

Contact us and clarify the issue with the products.

If you need to return/exchange products, send us an email at [email protected]

When you contact us, please provide us with the information including:

Provide order information to confirm the order.
Provide photos of the packaging label.
Photos of the items that clearly show the damaged/wrong/faulty part that is different from the description on the website.
Photos that clearly show the actual measurements of the items: width, length (If you receive the wrong size items)
Provide the information of the item that you want to be resent.
-Customers send a return request to email: [email protected] with subject “Return Request” and provide us with the order number + Faulty image on the product.

-We will review the request and provide a return label via email. Customers need to download and print.

Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.

There will be no refund issued to you if we don’t receive the return package. As a result, please send the tracking number from the carrier you used to return the item(s) to [email protected] in a separate email.

REFUND POLICY

Customers may only request refunds from customer-rich.com in the situations listed below!

-The supplied goods need to match the product details on Easel Enchant website.

-Defective products that the manufacturer distributed.

-Only regular priced items may be returned; sale items are not eligible.

FULL REFUND

We will refund via Paypal or your credit card.

We will give all refunds of your receipt (Transaction Fee + Shipping Fee)

Time for the refund request to be processed.

Refund processing can take up to 2 business days from the time we receive your return. When the package arrives, we will send you an email to confirm, and proceed to a full refund of your order, include the shipping fee that you previously purchased.

If you haven’t received your refund yet, double-check your bank account. Then, contact your credit card company, your refund may take some time to be officially posted. Depending on the policy of your card’s issuer, you should receive your money within 10 to 15 days from the date your refund was issued.
If you’ve done everything else and still haven’t received your refund, please contact us right away at [email protected]. Please be patient and respond within 1~2 business days.