Refund and Return Policy

1. Our Commitment To Your Satisfaction

At NGUYEN PHUONG DONG LLC, your satisfaction with our engraved magnets, stickers, and T-shirts is our highest priority. We stand behind the quality of every product we create and want you to feel completely confident when ordering from us. This Refund and Return Policy explains your rights, our responsibilities, and the procedures for resolving any issues that may arise with your purchase.

We have designed this policy to be fair to both our customers and our business. We encourage you to read it carefully before making a purchase, and to contact us with any questions. Our goal is to resolve every issue in a way that leaves you feeling respected and satisfied.

2. Important Preliminary Information

2.1 Print-On-Demand Nature Of Our Products

All products sold by NGUYEN PHUONG DONG are print-on-demand items. This means each product is created specifically for your order. We do not maintain large inventories of pre-printed items. Instead, when you place an order, we produce exactly the items you requested, in the quantities you specified, with the customizations you selected.

This print-on-demand model enables us to offer greater variety and customization than traditional retailers, but it also affects our return policy. Because each item is made for you, we cannot accept returns of products that are exactly as you ordered simply because you changed your mind or found a better price elsewhere. However, we fully stand behind our quality and will address any defects, damage, or errors promptly.

2.2 Definition Of Custom Products

Most of our products involve some degree of customization. Even if you select a design from our library rather than uploading your own artwork, the combination of design, product type, size, color, and any personalization creates a unique item. As custom products, these items are not returnable for reasons of buyer’s remorse.

2.3 Time Limits

All claims under this policy must be submitted within the specified timeframes. These time limits are designed to allow us to investigate issues while evidence (such as damaged packaging or product defects) is still available. We recommend inspecting your order promptly upon delivery and reporting any problems immediately.

3. Situations Where Refunds Or Returns Are Available

NGUYEN PHUONG DONG will provide refunds or accept returns in the following specific situations:

3.1 Damaged Products

If your order arrives damaged, you are eligible for a refund or replacement. Damage includes:

  • Physical damage to products occurring during shipping

  • Engraving that is incomplete, incorrect, or illegible

  • Stickers that are torn, creased, or have printing defects

  • T-shirts with rips, tears, stains, or printing errors

  • Any product that arrives in unusable condition

To qualify for a refund or replacement due to damage, you must:

Notify us within 14 days of delivery. Provide clear photographs showing the damage. Include your order number in all communications. Retain the damaged items until we confirm they are not needed for return.

3.2 Defective Products

Some products may have manufacturing defects not caused by shipping damage. Examples include:

  • Magnets with weak magnetic fields or adhesive failures

  • Stickers that do not adhere properly

  • T-shirts with loose threads, seam failures, or color bleeding

  • Printing that fades, cracks, or peels under normal use

  • Engraving that wears away unusually quickly

Defect claims require the same documentation as damage claims: notification within 14 days, clear photographs, and your order number. We may request that you return defective items for our quality control review.

3.3 Incorrect Products

If we send you the wrong product entirely, you are eligible for a full refund or correct replacement. Incorrect products include:

  • Wrong design printed

  • Wrong size (for T-shirts)

  • Wrong color

  • Wrong product type (ordering magnets but receiving stickers)

  • Wrong quantity (significantly fewer items than ordered)

Please note that minor variations between the product image on our website and the actual product (such as slight color differences due to monitor calibration) do not qualify as incorrect products. We strive for accuracy, but some variation is inherent in the manufacturing process.

3.4 Missing Items

If your order arrives missing items that were included on your packing slip, please contact us. We will verify our shipping records and either ship the missing items or refund their cost, depending on your preference.

3.5 Orders That Never Arrive

If your order does not arrive within the maximum estimated delivery window for your shipping method and destination, please contact us. We will investigate with the shipping carrier. If the carrier confirms the package is lost, we will either reship your order or provide a full refund, at your option.

Please note that “never arrives” does not include delays. Weather, carrier backlogs, customs holds, and other circumstances may delay delivery without meaning the package is lost. We ask that you allow reasonable additional time for delayed packages before requesting a refund.

4. Situations Where Refunds Are Not Available

NGUYEN PHUONG DONG does not provide refunds or accept returns in the following situations:

4.1 Buyer’s Remorse

If you simply change your mind after ordering, decide you do not like the product once you see it in person, or find a better price elsewhere, we cannot offer a refund. Our products are made to order specifically for you, and we cannot resell returned custom items.

4.2 Incorrect Address

If you provide an incorrect or incomplete shipping address and your order is delivered to that wrong address or returned to us as undeliverable, we are not responsible. We will attempt to contact you using the email address on your order if delivery fails. If we can recover and redirect the package, additional shipping charges may apply. If the package is lost due to your address error, no refund will be issued.

4.3 Failure To Retrieve Package

If your order is delivered successfully to the address you provided but you fail to retrieve it from your mailbox, porch, apartment office, or other delivery location, we are not responsible. Once the carrier marks a package as delivered, our responsibility ends. We recommend using secure delivery locations and tracking your package so you know when to expect it.

4.4 Normal Wear And Tear

Our products are durable but not indestructible. Over time, magnets may lose some magnetic strength, stickers may show wear, and T-shirts may fade or show signs of use. These normal effects of aging and use do not qualify as defects.

4.5 Customer Damage

If you damage products after receiving them (for example, by washing a T-shirt incorrectly, scratching a magnet, or applying a sticker to a dirty surface), we cannot offer a refund.

4.6 Unsubstantiated Claims

We require photographic evidence for damage, defect, and error claims. If you are unable or unwilling to provide clear photographs showing the issue, we may be unable to process your refund.

4.7 Claims After Time Limits

Claims submitted more than 14 days after delivery will be considered on a case-by-case basis but will generally be denied unless exceptional circumstances apply.

5. How To Request A Refund Or Return

5.1 Step-By-Step Process

Follow these steps to request a refund or return:

Step 1: Gather your order number and any relevant photographs or documentation.

Step 2: Contact us via email at npdong2001@gmail.com or by phone at +84981508397.

Step 3: Provide your order number, a clear description of the issue, and attach photographs showing damage, defects, or errors.

Step 4: Wait for our response. We will acknowledge your request within 24-48 hours and may ask follow-up questions.

Step 5: If we approve your refund, we will process it through Stripe back to your original payment method. If we approve a replacement, we will produce and ship the replacement order.

Step 6: If we request that you return products, we will provide a return shipping label and instructions. Do not return items without receiving authorization and instructions from us.

5.2 What Happens After You Contact Us

Our customer service team will review your request and determine whether it qualifies under this policy. We may ask for additional photographs or information. For certain issues, we may request that you return items to us for quality control analysis. If we request a return, we will provide a prepaid shipping label so you are not responsible for return shipping costs.

5.3 Timeframe For Resolution

Most refund requests are resolved within 3-5 business days of receiving complete documentation. Replacement orders are typically produced and shipped within 3-7 business days of approval. If we request a return, resolution may take longer as we must receive and inspect the returned items.

6. Refund Processing Details

6.1 How Refunds Are Issued

All refunds are issued through Stripe to your original payment method. We cannot refund to a different card or account than the one used for purchase. If your original payment method is no longer active, contact us to discuss alternatives, though options may be limited.

6.2 Refund Amounts

Refunds cover the full purchase price of affected items plus any associated taxes. Shipping costs are refunded only when the entire order is refunded due to our error or the order never arrived. For partial order issues, we refund only the problematic items.

6.3 Refund Timing

After we process a refund, Stripe sends the funds to your bank or card issuer. The time until the refund appears in your account varies:

  • Credit cards: 3-7 business days typically

  • Debit cards: 5-10 business days typically

  • Some banks take up to 14 business days

If your refund does not appear after 14 business days, please contact us. We can confirm the date we processed the refund and provide transaction details you can share with your bank.

6.4 Partial Refunds

In some situations, we may issue partial refunds. Examples include:

  • Only some items in a multi-item order have issues

  • You used or altered products before discovering an issue, reducing their value

  • You return items in less-than-original condition

We will explain any partial refund calculation clearly before processing.

7. Replacement Orders

7.1 When Replacements Are Offered

For damaged, defective, or incorrect products, you may choose either a refund or a replacement. Replacements are produced at no additional cost to you and ship using the same method as your original order.

7.2 Replacement Processing Time

Replacement orders receive priority production and typically ship within 3-5 business days of approval. However, if the issue requires changes to artwork or production settings (for example, correcting a design error), additional time may be needed.

7.3 No Double Replacements

If a replacement order also arrives damaged, defective, or incorrect, we will provide a refund rather than a second replacement. This policy prevents endless cycles of replacement orders and encourages customers with persistent issues to accept a refund.

8. Return Shipping

8.1 Who Pays For Return Shipping

For approved returns (when we request that you send items back), NGUYEN PHUONG DONG provides prepaid shipping labels. You are not responsible for return shipping costs.

For returns we do not approve (for example, returning a product due to buyer’s remorse), you would be responsible for return shipping costs, but we do not accept such returns at all.

8.2 How To Return Items

If we authorize a return, we will email you a prepaid shipping label and detailed instructions. Package the items securely, affix the label, and drop the package at the designated carrier location. Keep your drop-off receipt until we confirm receipt of the return.

8.3 Condition Of Returned Items

Returned items must be in the same condition as when you received them, except for any damage or defect that caused the return. Do not attempt to repair, modify, or use returned items before sending them back.

9. International Orders

9.1 Same Policy Applies

This Refund and Return Policy applies equally to domestic and international orders. However, practical considerations may differ.

9.2 Return Shipping For International Orders

If we request return of items from an international customer, we will provide a return shipping label. However, customs processes may complicate international returns. We will work with you to find the most practical solution, which may include disposing of items locally rather than returning them.

9.3 Customs And Duties For Replacements

If you receive a replacement order, you may be subject to customs duties or import fees again, depending on your country’s regulations. We do not refund these fees as they are charged by your government, not by us.

10. Chargebacks

10.1 Please Contact Us First

If you have any issue with your order, we strongly encourage you to contact us before initiating a chargeback through your bank or card issuer. Chargebacks are time-consuming for both parties and often result in longer resolution times than direct communication. Most issues can be resolved more quickly and amicably by working with our customer service team.

10.2 How We Respond To Chargebacks

If you initiate a chargeback, we will provide your bank with order records, shipping confirmation, delivery proof, and our attempts to resolve the issue directly. Your bank then makes a final determination. Please understand that filing an unwarranted chargeback (for example, claiming non-delivery when tracking shows delivery) may result in being blocked from future purchases.

11. Contact Information For Refund Requests

To request a refund or return, or to ask questions about this policy:

Email: npdong2001@gmail.com
Phone: +84981508397

Please include your order number and as much detail as possible about the issue. For damage or defect claims, photographs are essential.

12. Policy Updates

NGUYEN PHUONG DONG reserves the right to update this Refund and Return Policy at any time. Changes become effective when posted on our website. The policy in effect at the time of your purchase applies to your order. We encourage customers to review this policy periodically.

13. Final Words

We want you to love your NGUYEN PHUONG DONG products. Thousands of satisfied customers have received exactly what they expected, and we hope you will be among them. But on the rare occasion when something goes wrong, we are here to make it right. Contact us, provide the necessary documentation, and we will work diligently to resolve the issue to your satisfaction.

Thank you for choosing NGUYEN PHUONG DONG for your engraved magnets, stickers, and T-shirts.