CREATIVE SERVICES
Service deposits reserve production time and are non-refundable once work begins, except where the signed project agreement states otherwise. If a project is cancelled, completed work and committed third-party costs remain payable.
CUSTOM + MADE-TO-ORDER PRODUCTS
Custom, personalized and made-to-order items cannot be returned for preference changes after an approved proof enters production. If an item arrives damaged, defective or materially different from the approved specification, contact DEFY within 7 days of delivery with photos of the item and packaging.
STANDARD PRODUCTS
If a non-custom product is eligible for return, it must be unused and in original condition. Contact DEFY within 14 days of delivery before sending anything back. Original shipping fees are not refundable, and return shipping is the customer's responsibility unless the item was defective or incorrect.
RESOLUTION
Approved remedies may include repair, replacement, store credit or refund to the original payment method. Do not dispose of damaged items or packaging until DEFY confirms the resolution.