Effective Date: September 9, 2024

At FRATIVA, we are committed to providing high-quality custom-printed products and excellent customer service. However, we understand that there may be times when you need to return an item or request a refund. This Refunds and Returns Policy explains the conditions, process, and timeframes for returning products and receiving refunds from our website, frativa.com. We strive to make the process as smooth and user-friendly as possible while maintaining fairness for both our customers and business.

1. Custom Products Policy

Because all of our products are custom-made according to your specifications, all sales are final. Once production begins, returns, exchanges, and cancellations are generally not allowed. However, if the product is defective, damaged, or does not match your order, we will work with you to resolve the issue.

2. Return Eligibility

We will accept returns or issue refunds only under the following conditions:

  • Defective Products: The product has a manufacturing defect or quality issue that occurred during the printing process.
  • Incorrect Orders: The product you received does not match the specifications (e.g., design, size, color) of your confirmed order.
  • Damaged Items: The product was damaged during shipping.

Please note: We cannot offer refunds or returns for custom products if the mistake was due to an error in the design or specifications provided by the customer (e.g., spelling errors or incorrect images).

3. How to Initiate a Return or Request a Refund

If you believe your product meets the conditions for a return or refund, please follow these steps:

  1. Contact Us: Email us at infofrativa@gmail.com within 7 days of receiving your order. Include the following information in your email:
    • Order number.
    • A detailed description of the issue.
    • Photographs of the defect, damage, or incorrect product, if applicable.
  2. Return Authorization: If your return or refund request is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the product.
    • Returns without an RMA number will not be accepted.
  3. Return Shipping:
    • For defective, damaged, or incorrect items, FRATIVA will cover the cost of return shipping.
    • For all other returns that we authorize under special circumstances, the customer will be responsible for return shipping costs.

4. Refunds

Once we receive your returned product and inspect it, we will notify you via email whether your return has been approved. If your return is approved, we will process your refund as follows:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Refund Timeframe: Depending on your bank or payment provider, refunds typically take 5 to 10 business days to appear in your account.

If your return is not approved, we will notify you via email with an explanation.

5. Non-Returnable Items

Certain items are non-returnable or non-refundable, including:

  • Products customized with designs or specifications provided by the customer, unless they are defective or incorrect.
  • Items that have been worn, washed, or altered after delivery.
  • Products damaged due to misuse or improper handling by the customer.

6. Order Cancellations

Since our products are custom-made, order cancellations are only possible before production begins. Once production has started, we are unable to cancel your order. If you wish to cancel an order, please contact us immediately at infofrativa@gmail.com.

7. Return and Refund Process Timeframes

  • Return Request: Must be initiated within 7 days of receiving the product.
  • Return Shipping: If approved, return shipping must be completed within 14 days of receiving the RMA number.
  • Refund Processing: Refunds will be processed within 5 to 10 business days of receiving the returned product.

8. Return Fees and Costs

  • Defective or Incorrect Products: FRATIVA will cover all return shipping fees and associated costs.
  • Other Returns (special circumstances): You will be responsible for paying the return shipping costs.

9. Contact Information for Customer Support

If you have any questions about this Refunds and Returns Policy or need assistance with a return or refund, please contact our customer support team at:

Email: infofrativa@gmail.com
Address: 7900 NW 50th St, Lauderhill, Florida, 33351.
We are available to assist you during regular business hours and will respond to your inquiry as quickly as possible.

This Refunds and Returns Policy is designed to ensure a fair and transparent process for both our customers and business. By placing an order with FRATIVA, you acknowledge and agree to this policy. Thank you for choosing us for your custom printing needs!