Refund policy

We at Design Max are committed to delivering high-quality products and services to our customers. Please carefully review our return, refund, and dispute policies, especially for custom orders. By placing an order with us, you agree to the terms outlined in this policy.

1. General Return and Refund Conditions

We accept returns for eligible products under the following conditions:

  • Products valued under $100: Customers may return these products within 15 days of receipt, provided that the items are unused, in their original packaging, and in the same condition as when received. The customer is responsible for all return shipping costs.

    • Refund: For eligible returns, refunds will be processed within 7-10 business days upon receipt of the returned item, minus a 15% restocking fee.

    • Restocking Fee: A 15% restocking fee will be deducted from the refund amount for all returned products valued under $100.

2. Products Valued Over $120

For products valued over $120, the following conditions apply:

  • Restocking Fee: If eligible for return, a 25% restocking fee will be deducted from the total refund amount for products valued over $120. Returns must be made within 15 days of receipt and meet the same condition requirements: unused, in original packaging, and free from damage or alteration.

  • Refund Processing: Refunds for products over $120, minus the 25% restocking fee, will be processed within 7-10 business days after the product is received and inspected.

3. Custom Orders – Final Sale

All custom orders are considered final sale and are non-returnable and non-refundable under any circumstances. This includes any orders with custom printing, personalization, or special product specifications.

  • No Returns or Exchanges for Custom Products: Custom orders cannot be returned or exchanged due to their unique nature. Customers are responsible for ensuring the accuracy of all specifications before placing the order. Once production starts, the order is considered final, and no changes, cancellations, or refunds will be accepted.

4. Disputes, Chargebacks, and Production Delays for Custom Orders

We aim to prevent any misunderstandings or dissatisfaction regarding custom orders. In case of disputes or chargebacks, the following policies apply:

  • Clear Communication and Documentation: Design Max ensures open communication with customers throughout the production process. All relevant details, such as product specifications, pricing, timelines, and design features, will be clearly outlined and agreed upon before production begins. We encourage customers to review all order details carefully to prevent any potential issues.

  • Chargebacks for Custom Orders: If a chargeback or dispute is initiated for a custom order, Design Max will provide detailed documentation (including invoices, communication records, and order details) to the payment processor to demonstrate that the order was fulfilled according to the agreed-upon terms. Chargebacks initiated without valid grounds, such as buyer’s remorse or failure to understand the terms of the custom order, will be contested.

  • Production Delays: While we strive to meet all agreed-upon deadlines, certain factors outside our control (e.g., supplier delays, shipping issues) may cause production delays. Customers will be notified of any delays as soon as possible. Delays do not qualify for cancellations, chargebacks, or refunds once production has started.

  • Quality Disputes: In the rare event of a dispute regarding the quality of a custom product, Design Max will thoroughly review the case with the customer. If the product significantly deviates from the agreed-upon specifications (such as incorrect materials, sizing, or color discrepancies), we will work with the customer to find an appropriate resolution, which may include repair, reprinting, or partial compensation. Minor variations due to the production process or manufacturing tolerances will not qualify for a refund or replacement.

5. Damaged or Defective Products

  • For non-custom orders, if the product arrives damaged or defective, customers must notify us within 48 hours of receipt. We will require photos of the damage or defects, and once verified, we will offer a replacement product or a refund, depending on the circumstances.

  • Custom Products: For custom orders, it is the customer’s responsibility to ensure that all specifications are correct before the order is placed. Design Max is not responsible for defects or issues related to design specifications that were confirmed by the customer. However, if the final product deviates significantly from the agreed specifications (e.g., incorrect materials, colors, or dimensions), we will work with the customer to resolve the issue.

6. Cancellations

  • Non-Custom Orders: Orders can be canceled within 24 hours of purchase for a full refund. After 24 hours, cancellations will be subject to a 25% restocking fee.

  • Custom Orders: Once a custom order has been confirmed and production has begun, no cancellations or changes will be accepted. The customer is responsible for ensuring that all details are correct before finalizing the order.

7. Contact Information

For any questions or assistance with returns, refunds, or disputes, please reach out to our customer service team at:

Email: info@designmaxhome.com
Customer Service Hours: Monday - Friday, 9:00 AM - 5:00 PM (CST)

We are dedicated to resolving any issues as efficiently and fairly as possible.

Note: This policy is subject to change without notice. Customers are encouraged to review the policy before making a purchase to ensure they understand our terms.