Return & Refund Policy

Our Commitment to Quality

At Chivshyx, we take pride in creating high-quality, custom embroidery pieces. Each item is made to order with careful attention to detail. Because our services are custom and personalised, we have specific policies regarding returns and refunds.

Understanding Custom Work

Please note that all embroidery services are custom-made to your specifications. Once work has been completed according to agreed-upon designs and specifications, custom pieces are generally not eligible for return or refund under US consumer protection laws, as they have been created specifically for you.

Your Rights Under US Consumer Protection Laws

You are entitled to certain guarantees under US consumer protection laws, including that:

• Services are provided with acceptable care and skill
• Services are fit for the purpose you told us about
• Services are completed in a reasonable timeframe

When Returns or Refunds May Apply

Major Problems

You may be entitled to a refund or remedy if there is a major problem with our service, such as:

• The work was not completed according to the agreed-upon design and specifications that you approved
• Significant defects in workmanship that were not caused by normal wear or improper care
• The work was not completed within the agreed timeframe (allowing for reasonable extensions due to unforeseen circumstances)
• Materials used were significantly different from what was agreed upon

Minor Problems

For minor issues that can be fixed, we will:

• Repair or adjust the work at no additional cost
• Complete the work within a reasonable additional timeframe

Deposits and Cancellations

Before Work Begins

If you need to cancel your order before we have commenced work and purchased materials, you may be eligible for a refund of your deposit, minus a 10% administration fee to cover consultation time and administrative costs.

After Work Has Commenced

Once work has begun:

• The 50% deposit is non-refundable as materials will have been purchased and time invested
• If you cancel mid-project, you will be charged for all work completed up to the cancellation point, plus the cost of any materials purchased
• Any remaining balance may be refunded after deducting these costs

Assessment Period

Upon collection or delivery of your completed item, you have 7 days to inspect the work and notify us of any concerns. Please examine your item carefully during this period.

What to Check

• The design matches what you approved
• Colours are as agreed upon
• Workmanship meets the quality standards discussed
• There are no obvious defects or errors

How to Request a Return or Refund

If you believe your item qualifies for a return or refund:

1. Contact us within 7 days of receiving your item
2. Provide clear photographs showing the issue
3. Describe the problem in detail
4. Include your order details and any relevant documentation

Assessment Process

When we receive your return request:

1. We will review your case within 2-3 business days
2. We may request to inspect the item in person
3. We will determine if the issue is covered under our return policy
4. You will be notified of our decision and proposed resolution

Remedies We May Offer

Depending on the nature of the issue, we may offer:

• Repair or Rework: We will correct any errors or defects at no additional charge
• Partial Refund: If the issue cannot be fully corrected but the item is still usable
• Full Refund: In cases where the work fundamentally does not meet the agreed specifications and cannot be corrected

Items Not Eligible for Return

The following situations are NOT covered by our return policy:

• Change of mind after approving the design and receiving the completed work
• Damage caused by improper care or cleaning (contrary to provided care instructions)
• Natural wear and tear over time
• Items embroidered on customer-supplied materials that had pre-existing defects
• Colour variations that occur due to lighting conditions or fabric properties that were discussed during consultation
• Minor variations inherent in handmade work (slight variations in hand embroidery are normal and add to the uniqueness of each piece)

Customer-Supplied Items

For embroidery on items you provide:

• We are not responsible for any damage to items that were already damaged or defective before embroidery
• We take reasonable care, but cannot guarantee against all risks inherent in the embroidery process
• Any concerns about the item's condition should be raised BEFORE work begins

Refund Processing

If a refund is approved:

• Refunds will be processed within 7-10 business days
• Refunds will be issued to the original payment method
• You will receive confirmation once the refund has been processed
• Please allow additional time for your financial institution to process the refund

Warranty Period

We warrant our workmanship for 90 days from the date of completion. This warranty covers defects in embroidery workmanship but does not cover:

• Normal wear and tear
• Damage from improper care
• Fading due to exposure to direct sunlight
• Damage to the base fabric or item (unless directly caused by the embroidery process)

Prevention Through Communication

To avoid issues and ensure satisfaction:

• Please ask questions during the consultation phase
• Carefully review and approve all design mockups
• Communicate any concerns promptly
• Follow all provided care instructions
• Inspect your item thoroughly upon collection

Exceptional Circumstances

We understand that sometimes exceptional circumstances arise. If you have a situation not covered by this policy, please contact us to discuss your concerns. We are committed to fair and reasonable solutions.

Dispute Resolution

If you are not satisfied with our response to your return or refund request, you may:

• Request a formal review by contacting us in writing
• Contact your local consumer protection agency for assistance
• Access the relevant industry ombudsman or consumer protection agency

Contact Us About Returns

For any questions or concerns regarding returns or refunds, please contact us:

Chivshyx
140 W Jefferson St
Louisville, KY 40202
United States
Email: info@chivshyx.world
Phone: +1 502 585 4627

Changes to This Policy

We reserve the right to update this Return and Refund Policy at any time. Changes will be posted on this page with an updated revision date. Policies in effect at the time of your order will apply to that order.