Return & Refund Policy

WHEN CAN I REQUEST A REPLACEMENT AND/OR REFUND?

Please kindly fulfill the following requirements in order to submit your exchange/refund request:

First, buyers have 07 days from the tracking date from the delivery date to request a replacement or refund.

Second, the product condition falls into one of the following categories:

  • The product is defective;
  • The product is not as described;
  • The product is printed with low-quality graphic design;
  • The product is mistaken with another order;
  • Other unwanted errors caused during production

*Please note: We do not liable for reimbursement if the product is:

  • The request arrives after 7 days from the date of successful delivery;
  • The product is printed with low-quality graphic design due to poor quality media submitted during the product customization process.

Thirdly, the product is not customized by the customer’s name and/or picture.

HOW CAN I REQUEST A REPLACEMENT/REFUND?

Please keep in mind that any claims for quality issues and/or garment flaws must be submitted within 07 business days of the delivery date shown by the tracking number. To expedite the process, we require the following information:

  • Your order number/email address is used to place the order/shipping name.
  • Photo(s) showing any defects or damaged components of the actual product received.
  • Photo (s) of the incorrectly delivered product (in the event of an improper color/design from the initial order).
  • Photo (s) showing the size tag and the item as measured using a ruler (in case of incorrect size from original order).
  • Photo (s) of the product's original delivery label.

You can send these pieces of evidence to support@highlyunique.com. Your issue will be received and processed by the Customer Care Department. Our customer service department will then assist you with obtaining a replacement or refund, if applicable.

HOW DO I KNOW IF MY REQUEST IS ELIGIBLE OR NOT?

If we confirm through email that you are eligible for a full refund, our internal team will execute a refund within 07 business days of refund confirmation.

CAN I BE GIVEN A FULL REFUND WHEN I REQUEST A REFUND?

  • We only accept a 100% full refund, including the price of the products and shipping fee.
  • 100% full refund or replacement with a new one will be applied due to the customers' wish.

NOTE:

  • Since it is entirely our responsibility, you will receive a full refund,
  • Create a replacement and deliver it to your address promptly with Express Shipping. You are not required to pay any additional fees.

DO I NEED TO RETURN THE ITEM AND/OR PARCEL TO BE ELIGIBLE FOR A FULL REFUND/EXCHANGE?

No, you don’t. Under no circumstances is it necessary to return your goods. HighlyUnique items are made to order and printed just for you. Please keep in mind that if you return an item without first obtaining our approval, we will not be responsible for any loss or additional costs incurred due to your unapproved return. Thus, if you have a problem with your order, don't hesitate to contact us via support@highlyunique.com within seven business days of receiving your order to express your dissatisfaction. Our customer service department will then assist you with obtaining a replacement or refund, if applicable.

If the issue is significant, we reserve the right to repair the item or offer a refund within a reasonable time. In this case, the product may be retained by the customer.

ORDER MISSING/NOT DELIVERED/TRACKING NOT UPDATING?

If your item has not been updated on the tracking number for at least 15 days or has taken longer than 45 days to arrive, please get in touch with us through email at support@highlyunique.com for assistance. 

*Note: Please be aware that we are not liable for late deliveries caused by client faults in giving incorrect shipping information on their transaction(s)