Return & Refund Policy

1. General Principle: 100% Custom-Made

• Final Sale: Once production is confirmed or goods are delivered, we DO NOT accept returns, exchanges, or refunds for reasons such as "change of mind," "wrong size ordered by client," or stylistic preferences.
• PI Prevails: The Product Description within the final signed Proforma Invoice (PI) shall prevail over any product display, image, or description on Alibaba, our website, or other platforms.

2. Cancellation Policy

We understand that business plans can change. Our cancellation terms are structured based on the production stage:

• Before Production: If you wish to cancel an order after payment but before mass production begins, we may refund the deposit after deducting any costs already incurred (e.g., design fees, mold fees, raw material procurement).
• During Production: Once the final design is confirmed and mass production has started, the order cannot be cancelled, and the deposit is non-refundable.
• Abandonment Clause: If the balance payment is not received within 15 days after our formal payment notice, DOY Label reserves the right to treat the goods as abandoned. The goods will be disposed of at our discretion, and the deposit will NOT be refunded.

3. Quality Guarantee & Claims

We stand behind our quality. However, as a B2B manufacturer, claims must adhere to strict timelines and evidence requirements.

3.1 Time Limit

You must inspect the goods immediately upon receipt. Any claims regarding quality defects must be raised within 15 days of receiving the goods. Claims made after this period will not be accepted.

3.2 Valid Proof

To process a claim, you must provide:

• High-resolution photos or videos clearly showing the defect.
• A description of the issue and the quantity affected.
• The original carton labels/shipping marks if applicable.

3.3 Scope of Warranty

• Covered: Major Quality Defects caused by non-artificial factors (e.g., wrong material used, severe printing errors, wrong size produced vs. PI).
• Not Covered: Slight color variations within industry standards (CMYK/Pantone tolerances), minor imperfections that do not affect functional usage, or damages caused by improper storage.

4. Resolution Methods

If a valid Major Quality Defect is confirmed by our technical team, we offer the following solutions:

• Option A (Free Remake): We will reproduce the defective goods free of charge. We will prioritize the production cycle, but the client shall bear any secondary costs associated with their side.
• Option B (Compensation): If you choose not to wait for a remake, we can negotiate a partial refund or compensation amount. Note: The compensation amount shall NOT exceed the value of the defective goods.

5. Logistics & Shipping Damages

Liability for damage during transit depends on the shipping arrangement (Incoterms):

• Logistics Arranged by DOY Label: If goods are damaged or lost by our appointed forwarder, we will claim from the carrier and offer you a Free Remake or Compensation.
• Logistics Arranged by Client (EXW/FOB): If you appointed the forwarder, the risk transfers to you once goods leave our factory. You must claim compensation from your logistics provider directly.
• Force Majeure: We are NOT liable for delays or damages caused by Customs inspections, flight cancellations, war, natural disasters, or other uncontrollable events.

6. Samples & Molds

• Sample Fees: Unless otherwise agreed, sample fees are non-refundable if the samples are not approved.
• Mold/Plate Storage: Screen printing plates not used for 6 months may be recycled. Metal molds not used for 2 years may be discarded due to natural degradation. Re-orders after these periods may require new tooling fees.