Cancellation, Returns & Refund Policy

1. Order Cancellation Policy

Before Dispatch / Processing: If you need to cancel an order, please do so within 1 hour of placing it.
- To cancel, email us immediately at orders@offisentials.com with your Order Number in the subject line.
Personalized Products: Once customization has begun or an order has been processed, cancellations and refunds are not permitted.
After Dispatch: Orders cannot be cancelled once they have been dispatched.

2. Replacement Policy

Our team takes the utmost care with respect to product quality and packaging to ensure safe delivery. However, in the rare event that a fragile item is damaged or defective upon arrival, it is eligible for replacement under the following conditions:

📹 Mandatory Unboxing Video Requirement

Important: You MUST record an unbroken Unboxing Video starting from the initial sealed courier package all the way to displaying the end product. Without an unboxing video, no complaints or claims will be entertained—no exceptions.

Terms for Replacement

Timeframe: Any damage or defect must be conveyed to our team within 2 hours of receiving the package.
Shipping Fees: Replacement items will be shipped out to you; however, extra shipping costs apply.
Product Condition: Please ensure the original product tags, packaging, and materials remain intact for reverse pick-up (if applicable).

3. Return Policy

No Returns: Returns are not applicable for any orders as all products are custom-made and personalized specifically for each customer.

4. Refund Policy

Due to the unique, custom-made nature of personalized products, we do not issue monetary refunds once an order has been processed or customization has begun.

Quality/Defect Exceptions: If there are defects or errors made on our part, please contact our support team within 2 hours of receiving your package (with your unboxing video). We will review your case and offer a suitable solution, such as a product replacement or correction.
Non-Refundable Scenarios: Refunds/replacements will not be issued for:
- Changes in personal preference.
- Incorrect information, text, or images provided by the customer.

5. Contact & Support

If you have questions about a product prior to ordering, feel free to reach out. We are happy to share real-time product photos or videos via WhatsApp or email.