1. Cases for support
In order for cases to be solved by Boovay Creations, the order number must be provided. It is advised to keep the email with your order number.
Please note that modification or cancellation of orders can only be done within 24 hours of payment or before of the order is shipped, whatever is shorter. Beyond that time frame, we will not be able to off any assistance in regard to modifying or cancelling your order.
2. Replacement Policy
Since all items are custom made, we will only entertain requests for reshipment if the following conditions are met. Rejections due to buyer-side reasons such as loss of interest in the item or providing an incorrect delivery address will not be accepted.
When returning items, kindly pack them securely and return to the address indicated on the package. Ensure that the items are in their original, unused condition. You must notify us of any issues with your order within 5 days of receiving the package and provide the following:
- The products have been damaged during shipping.
- The printing quality is blurry, or materials are not as stated on our website.
- Different design or size from your order.
- Mistakes we deem our fault.
Evidence to submit
For us to effectively support you, it is crucial that you submit all necessary evidence regarding shipping and/or product errors. Please submit all requested pictures and documentation as suggested below:
- Picture or video of the issue
- Include order number
Send them to our email, and make sure we have access to view them if sent from a link.
3. Refund / Return Policy
In the event of seeking a refund or to return, please reach out to us and provide a detailed explanation of your situation before sending the package back to us. It is important to communicate with us before turning any items. Packages sent without prior communication may be deemed as forfeited.
- Please be aware that we do not accept returns or refund for items based on dissatisfaction with the material as these are specified in the product description.
- As each item is made to order and unique to your specification (size, design, product type, etc.) no refund or return will be granted if the item is received in accordance with your order.
- Mistakes made by customers regarding shipping address or failure to receive the package due to customer absence as well as lots of items due to inadequate security in the customer’s location (without adequate proof) will not be eligible for a refund.
- In the event that a recipient provided refuses to accept the package, a refund will not be issued.
- It is worth noting that in some instances, packages may be destroyed by Customs or the Carrier, in such cases we will replace the item(s).
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged, or has missing parts for reasons not due to our error.
- Any item that reaches us after 30 days count from the first shipment date.
Upon receipt and inspection of your returned item, we will send you a notification email. In some cases, you may be responsible for covering the shipping costs for the return of your item. Shipping fees are only refundable if the reason for the refund and/or return is our fault. If the product meets the requirements for a full refund, we will cover shipping costs to send you a replacement item.
Late or missing refunds
- If you haven’t received your refund within 7 days of us informing you of your refund please check with your bank and/or credit card company first, it may take some time for the refund to be posted.
- If after that you still have not received your refund please contact us.
Items not received
The return policy of 30 days is based on the shipping date. If 30 days have passed for US orders and/or 45 days for internation orders and the package has not arrived yet, a refund or replacement will be offered based on your preference. Customers have the option to either a refund or a replacement.
Please note that this policy does not apply to errors made by customers in providing shipping information or missed parcel deliveries.
Contact email: [email protected]