Refund & Returns Policy

Overview

Aquaholic Gifts specialises in custom-printed and custom-embroidered corporate gifts. Because every order is produced specifically for you — with your logo, your colour, your specifications — our refund and returns policy reflects the nature of bespoke manufacturing.

We take quality seriously and stand behind our work. If we make an error or produce something that does not meet the approved specifications, we will make it right. At the same time, we ask that customers understand that custom goods cannot be returned simply because of a change of mind or preference.

Custom Orders: No Returns or Refunds

All orders placed with Aquaholic Gifts are treated as custom production orders. Once an order is confirmed and your artwork proof has been approved, production begins. At this point, the materials are committed and the print run is underway — we are unable to accept returns or issue refunds for:

• Change of mind after artwork has been approved
• Colour perception differences between screen display and physical print (this is normal and disclosed in our Disclaimer — see Disclaimer page)
• Minor dimensional tolerances within the industry-standard ±2–3mm range
• Orders where the customer provided incorrect artwork, text, or specifications that were approved on the proof
• Quantity discrepancies within the industry-standard ±3–5% overage/underage on large print runs
• Products that have been used, washed, or distributed

We strongly encourage all customers to review their digital proof thoroughly before approving production. If you are unsure about anything on the proof — a font, a Pantone colour, a placement — please raise it before approving. We would rather delay production by a day than have you unhappy with the result.

What Is Covered

We stand fully behind orders where the fault lies with our production. The following situations are covered under our quality guarantee:

What Is Not Covered

To be transparent, the following are explicitly excluded from our quality guarantee and refund/return policy:

• Colour variation between digital proof and physical product. Screens display colours in RGB (backlit). Physical prints use CMYK or Pantone inks on physical substrates. Some variation is inherent and expected. If colour accuracy is critical, request a physical pre-production sample (available for larger orders — enquire).
• Print placement within ±2–3mm tolerance. Minor positional variation is standard in screen printing, pad printing, and heat transfer production. This is not considered a defect.
• Embroidery thread shade variation. Due to different thread dye lots, subtle colour variation between batches is possible and is not considered a defect.
• Normal batch-to-batch product shade differences (e.g. fabric colour in apparel, bag material). These are inherent to mass-manufactured goods and are outside our control.
• Errors in artwork or text that were present in the approved proof. Once a proof is approved, we produce exactly what was approved. Please check all text, spellings, phone numbers, and URLs carefully before approving.
• Orders where products have been used, distributed, or altered — quality claims must be raised before items are used or distributed.

How to Raise a Quality Claim

If you believe your order has a genuine manufacturing defect or material deviation from the approved artwork, please follow these steps. Claims must be raised within 7 calendar days of delivery.

Resolution & Timeline

We understand that when gifts are for an event or deadline, time matters. Here is how we approach resolution:

• Replacement run: We will re-produce the affected items as a priority order. For most standard items, replacement production takes 5–7 working days from claim approval.
• Partial defect: If only a portion of your order is affected, we will replace only those units — you keep the unaffected items.
• Store credit: Where a replacement run is not feasible (e.g. discontinued product, event already passed), we will issue a store credit of equivalent value, valid for 12 months.
• Cash refund: Issued only where neither replacement nor credit is appropriate, and at our discretion. Cash refunds take 7–14 working days to process.
• Collection of defective items: We may request the defective items to be returned for quality audit. If so, we will arrange collection at no cost to you.

Order Cancellations

Cancellation requests must be made in writing (WhatsApp or email) as early as possible. Whether a cancellation can be accepted depends on how far along production is:

• Before artwork proof is issued: Full refund or credit, less any artwork preparation charges already incurred.
• After proof issued but before approval: Cancellation is accepted; a nominal artwork fee may apply.
• After artwork approval but before printing begins: Cancellation may be accepted; material sourcing costs may be charged.
• Once production has begun: Cancellation is not possible. You will be charged the full order value.
• Once production is complete: Full payment is due. Items will be delivered as ordered.

If you need to cancel, please contact us immediately via WhatsApp — the sooner you let us know, the more likely we can accommodate your request without charge.

Artwork Approval — Your Responsibility

The digital proof we send you before production is your final chance to review all aspects of the order. By approving a proof, you are confirming that:

• All text, names, phone numbers, URLs, and other content is correct
• Logo, brand marks, and artwork are the correct version and resolution
• Print placement, sizing, and orientation are as intended
• Colour references (Pantone, HEX, CMYK) have been communicated and you accept normal screen-to-print variation
• Product model, colour, and size are correct
• Quantity is correct

If you notice an error on a proof after you have already approved it, contact us immediately. If production has not yet begun, we can usually catch it. Once printing has started, changes cannot be made.

Questions & Quality Claims

For quality claims, order queries, or anything covered in this policy, please reach out. WhatsApp is the fastest channel — our team typically responds within the hour during business hours.