Refund policy

Refund & Returns Policy

At Boxverse.co, we are committed to delivering high-quality, custom-made fan products and gift sets tailored to your needs. Because our items are personalized and custom-made to order, please read our policy carefully to understand how we handle returns and refunds.

Eligible Reasons for a Refund

  • Faulty or Defective Items: If the product you receive is faulty or defective (e.g., damaged during transit or arrives in an unusable condition), you are entitled to a refund. Please notify us at support@boxverse.co within 7 days of delivery with photographic evidence to arrange for an inspection.

  • Items Not Matching Design Specifications: If the delivered items do not meet the approved design proofs (e.g., incorrect logos or custom elements), we will issue a refund or replacement. Note: Minor variations due to production technicalities (e.g., slight colour shifts from digital screens) are not considered grounds for a refund.

  • Products Lost During Delivery: If your order is confirmed as lost by the courier, we will offer a replacement or a refund. Refunds are processed only after the investigation with the third-party courier is concluded and our claim is settled.

  • Change of Mind: You may request a cancellation and full refund if you change your mind within 7 days of payment. After this 7-day window, production will have commenced, and we cannot issue refunds for personal preference changes.

Non-Eligible Reasons for a Refund

We cannot offer refunds for the following:

  • Incorrect Information Provided: Errors caused by incorrect information provided by the customer (e.g., spelling mistakes or wrong custom details approved in the design proof).

  • Digital Proof Discrepancies: Slight variations between the final physical product and the digital design viewed on-screen due to production technical limitations.

  • Product Usage: We do not accept returns on items that have been opened or used.

  • Improper Care: Issues arising from improper handling or care of the products after delivery.

Acceptance of Goods

We advise all customers to carefully check their products upon arrival. If we do not receive communication regarding defects within 7 days of delivery, the goods will be considered accepted. After this period, refunds cannot be issued.

Production & Shipping Timelines

As our items are custom-made, production times may vary based on complexity and volume. Customers are not entitled to a refund simply because production or shipping takes longer than an estimated timeframe, as these are provided as estimates rather than guaranteed delivery dates.

How to Request a Refund

  1. Contact our support team at support@boxverse.co within 7 days of receiving your items.

  2. Include your order number and clear photographic evidence of the issue.

  3. Our team will review your request and conduct an investigation.

  4. If approved, refunds are processed to your original method of payment within 30 days.