Refund Policy
Returns, Order Cancellations, and Quality Issues
Thank you for shopping with Cailemeng Sign (operated by Hangzhou Cailemeng Network Technology Co., Ltd.). This policy outlines our procedures for handling order cancellations, returns, and product quality issues.
Nothing in this policy excludes or limits any rights you may have under applicable consumer protection laws.
1. Order Cancellations
Orders for in-stock items may be cancelled prior to shipment. For custom-made products, you may request a cancellation by emailing us at txssy@hotmail.com before production begins. Please include your order number in the email so that we may verify the status of your order.
Once production has commenced, we will evaluate cancellation requests on a case-by-case basis; however, cancellation is not guaranteed. This provision does not affect any rights to cancel an order that you may have under applicable law.
2. Custom Products and Pre-Shipment Confirmation
Before shipment, we will provide photos and videos of your custom sign for your approval. We will only proceed with shipment once we have received your confirmation.
Please carefully review the design, text, colors, dimensions, and all other agreed-upon specifications. If you notice any discrepancies with your order, please notify us before providing your confirmation.
Once confirmed, custom-made products are generally not eligible for return or refund due to a "change of mind" (except as otherwise provided by law). This clause applies specifically to products manufactured to your specifications or personalized for you; it does not automatically apply to all in-stock items.
Even if you have provided pre-shipment confirmation, you retain your rights should the product arrive damaged, defective, or inconsistent with the agreed-upon specifications.
3. Returns Due to "Change of Mind"
We do not accept returns or refund requests based on a "change of mind."
Any rights you may have to cancel an order or return a product under applicable law remain in effect, including those that may apply to eligible in-stock items.
4. Damaged, Defective, or Non-Conforming Products
If the product you receive is damaged, defective, or does not match the agreed-upon specifications, please contact us within 30 days of receipt.
To help us assess the issue, please provide the following information:
- Your order number.
- A description of the issue.
- Photos or videos demonstrating the issue.
Neither the confirmation process prior to shipment nor the aforementioned feedback period limits your statutory rights or excludes any longer periods for seeking legal recourse as provided by law.
5. Repairs, Replacements, and Refunds
Depending on the specific issue, we may offer a repair, a replacement, or a partial refund (subject to mutual agreement).
If applicable law mandates other remedies—including a full refund—we will comply accordingly. Once we have reviewed your request, we will inform you of the proposed solution and the subsequent arrangements for returning the item(s).
6. Shipping Costs
To the extent permitted by law, customers are responsible for shipping costs incurred when initiating an after-sales service request.
For defective products, we will cover or reimburse relevant shipping costs in accordance with applicable consumer protection laws. Provisions regarding shipping costs also apply in cases where you exercise your legal right to cancel an order or return an item.
7. Contact Us
Hangzhou Cailemeng Network Technology Co., Ltd.
Trading Name: Cailemeng Sign
Email: txssy@hotmail.com
Phone / WhatsApp: +86 136 8578 2588
Website: https://www.cailemengsign.com
Office Address: Room 644, Block B, ITC Silicon Valley International Center, Xiaoshan District, Hangzhou, China