Return & Refund Policy

Returns

What if my product is damaged or wrong?

Our team performs thorough quality checks on every order that ships. If you have still received a damaged or wrong product, drop us an email at info@midtowncustom.com. You will be informed about the next steps accordingly.

What are the cases in which I can return an item?

• Damaged Product: You received a product that was physically damaged upon delivery.
• Mislabeled Product: You received a product that does not match the description or label provided at the time of purchase.

Which items cannot be returned or replaced?

• Late Request: Requests initiated more than 07 days after delivery cannot be accommodated.
• Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
• Custom, Personalized, or Printed Products: Products that have been custom-made, personalized, monogrammed, engraved, printed, or otherwise manufactured according to the customer's specifications are not eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect due to our error.
• Original Packaging: Returns must include all original packaging, price tags, labels, and accessories. Items returned without these, with damaged packaging, or opened, will not be accepted.
• Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
• Intentional Damage: Products that have been intentionally damaged or otherwise destroyed are not eligible for return.
• Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.

How long will the return process take?

We will make sure that the return process is smooth and fast. Once we receive your product for a return, we will process it within 7 to 14 working days after a thorough inspection. If your return is approved, the refund will be credited to your original payment method.

Return Process

To return an item, please email customer service at info@midtowncustom.com with your concern and the order number to obtain return approval. Place the item securely in its original packaging and mail your return to the following address:

• Return Shipping Fees: Where there was a legitimate issue with the product (a defect in quality or an error in the item shipped), Midtown Custom Souvenirs and Gifts LLC will cover return shipping fees. For all other reasons — including change of mind or accidental order — the customer is solely responsible for all return shipping costs. We recommend using a trackable shipping method, as we are not liable for items lost during return transit.
• Confirmation Required: Please do not mail your return package without receiving confirmation from us. Returning an item without prior confirmation may result in the rejection of your return request, and no refund or replacement will be provided.

Repeated Return Requests

• We reserve the right to impose charges as necessary to reimburse the expense of delivery if we observe a transactional history of repeated returns.
• We also reserve the right to make products ineligible for return if we observe a transactional history of repeated returns.
• The liability and risk of such returns shall be on you to establish your claim for return. Replacement shall only be initiated if the return passes through the conditions mentioned above. If the product fails verification and checks, it shall be shipped back to you at your expense.

Exchanges

At Midtown Custom Souvenirs and Gifts LLC, we are committed to ensuring your satisfaction with our products. Please read the following terms regarding our exchange policy.

Eligibility for Exchange

• Product Condition: To be eligible for an exchange, the item must be unused, unworn, in the same condition that you received it, and returned in its original packaging with all tags, labels, and accessories intact.
• Exchange Eligibility: Exchanges are only available for changes in size or colour, subject to product availability.
• Custom Products: Products that have been custom-made, personalized, printed, embroidered, engraved, or otherwise manufactured according to your specifications are not eligible for exchange under any circumstances, except where required by applicable law.

Exchange Process

To initiate an exchange, please contact our customer support team within 07 days of receiving your order. Provide your order number, the item(s) you wish to exchange, and the reason for the request.

Once your exchange request is approved, we will provide you with detailed instructions. We will inspect the returned item to ensure it meets the exchange eligibility criteria. If the item does not meet these criteria, we will notify you that the exchange has been denied. If approved, we will process your exchange and send out the new item.

Exchanges for Different Products

• Price Difference: If you wish to exchange an item for a different product at a different price, you will need to pay the difference if the new item is more expensive, or we will refund the difference if the new item is less expensive.
• Order Timing: The new order, after applying any price differences, will be subject to the same processing and shipping times as a new purchase.

Cancellations

Immediate Order Processing & Cancellation Limitations

At Midtown Custom Souvenirs and Gifts LLC, we aim to process and ship your orders as quickly as possible. Once an order has been shipped, it cannot be cancelled under any circumstances. We kindly ask our customers to review their orders carefully before completing the purchase.

If you need assistance before your order is shipped, please reach out to our customer support team promptly.

Cancellation from Our End

We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order:

• Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you've placed an order. If this happens, we'll inform you as soon as possible and offer a full refund or suggest alternative options.
• Non-compliance with Terms of Service: We uphold our Terms of Service and if an order doesn't align with these or with applicable laws, we reserve the right to cancel it.
• Suspicion of Fraudulent Activity: If we suspect any fraudulent activity or unauthorized use of payment information, we'll cancel the order to protect both you and our platform.

Should we need to cancel your order for any reason, we'll reach out using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method.

Changes to This Policy

Midtown Custom Souvenirs and Gifts LLC reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the "Last updated" date at the top of this page.