Refund policy

Returns & Refunds — Custom Products

Custom-made and personalised products
Products made to your specifications or clearly personalised, including custom dimensions, printed logos or approved artwork, cannot be returned, exchanged or refunded due to a change of mind. Where applicable, these products are exempt from the EU 14-day right of withdrawal. This exception does not automatically apply to standard, non-personalised products simply because they are produced after an order is placed.

Quality issues, damage and incorrect goods
Please inspect your order upon receipt. If any goods are defective, damaged, incorrect or do not conform to the agreed specifications, contact contact@wzgaoguo.com with your order number, a description of the issue and supporting photos where available. Please report problems promptly; this request does not shorten any applicable statutory claim period.

Assessment and remedies
We will review the issue against the agreed specifications and approved artwork or samples, where applicable, and work with you to arrange an appropriate remedy. This may include repair, replacement, a price reduction or a partial or full refund, depending on the circumstances and applicable law. Any mandatory remedy is not conditional on a separate discretionary approval by us.

Return arrangements and costs
Please contact us before sending goods back so that we can provide return instructions and the correct return address. Where we are legally responsible for defective or non-conforming goods, we will bear the necessary costs of the remedy, including required return shipping. Goods do not always need to be returned; any alternative arrangement will be confirmed with you.

EU consumer rights
Where EU consumer law applies, consumers retain the applicable legal guarantee of conformity, generally for at least two years from delivery, and any additional mandatory rights under national law. The custom-product withdrawal exception does not remove these rights. If we sell a standard, non-personalised product to an EU consumer, any applicable statutory withdrawal rights remain available. Nothing in this policy excludes or limits mandatory statutory rights.

Business orders
Orders placed for business purposes are also governed by the agreed quotation, specifications and sales contract, subject to applicable mandatory law.

Contact
For return, refund or quality enquiries, email contact@wzgaoguo.com.