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Return Policy Updated
Cancellations and Modifications
Please choose attentively. Unfortunately, we are unable to accept cancellations or modifications to your order once placed. Once you receive your order confirmation, we almost immediately pay our manufacturers and request production of your handmade items.
Once we have paid our manufacturers to proceed with your order, they don’t allow for cancellations or modifications (except for correcting shipping address errors) and therefore neither can we. In our effort to reduce waiting times for our valued customers, we process everything almost immediately, so if you make an error with your order, we kindly you to reach out to us as soon as possible. It could be that we haven’t processed our payment towards our manufacturers and are in time to adjust your order.
Size Exchange Offer
We offer one complimentary size exchange per customer*! Just reach out to us via our contact us page or via email at customerservice@projects817.com. within 7 days of your order being marked as delivered and we’ll happily arrange the exchange for you.
Once we accept your exchange request, we'll email you with the instructions on how to proceed with returning your item/s. Once your item/s have been received and confirmed they are in their original condition, we'll place a new order with the requested size. As with a regular order you'll receive, confirmation and tracking info via email.
* Please be aware that this offer is not applicable to sale, discounted, clearance items or purchases using a discount code and only applies to full price purchases. Exchanged items are not eligible for further exchanges or refunds.
** Free exchange refers to the cost of the new size and standard shipping of the new pair only. You are responsible for all return shipping cost, and they are non-refundable. Any Upgraded shipping cost paid on the original order are beared by you and are non-refundable.
To continue offering free delivery of all orders, customers must bear all cost related to their order returns/exchanges except for items received damaged/incorrect orders or other cases where required by law.
Exchanges must be initiated within 7 days of your order being marked as delivered and postmarked within 14 days of your order being marked as delivered. Items must be returned in their original box, original condition and wrapped to prevent damage during transit. Exchanged purchases must be in their original box, original condition, unworn (shoes can be tried on for size). and wrapped to prevent damage during transit. This offer is valid for one use per customer.
Satisfaction Guaranteed or get your money-back!
We are so certain that you'll love your Projects817 item/s, that we offer satisfaction guaranteed or get your money-back*! If for any reason you aren't pleased with your item/s once you have received them, just contact us via our contact us page or via email at customerservice@projects817.com. within 7 days of your order being marked as delivered and let us know that you would like to return them.
Once we approve your return request, we'll email you with instructions on how to proceed with your return. Once we've received your item/s and confirmed they're in their original condition, we will process your refund back to your original form of payment.
* Please note that this offer excludes sale, discounted or clearance items, or purchases using a discount code and only applies to full price purchases.
To continue offering free delivery of all orders, customers must bear all cost related to their order returns/exchanges except for items received damaged/incorrect orders or other cases where required by law. Any Upgraded shipping cost paid on the original order are beared by you and are non-refundable.
Exchanges must be initiated within 7 days of your order being marked as delivered and postmarked within 14 days of your order being marked delivered. Items must be returned in their original box, original condition and wrapped to prevent damage during transit. Exchanged purchases must be in their original box, original condition, unworn (shoes can be tried on for size). and wrapped to prevent damage during transit. This offer is valid for one use per customer.
*** Money-back is for the purchase price of the item(s) only. Any Upgraded shipping cost paid on the original order are beared by you and are non-refundable.
Damaged or Defective Items
We pride ourselves on providing great quality products and are confident that you will love your Projects817 item/s. However, we're realistic, and we understand that sometimes inadvertently mistakes happen. If you receive an item that you believe is damaged and/or defective, please contact us immediately via our contact us page or via email at customerservice@projects817.com. with photo proof of the damage and/or issue so that we can provide you with a resolution you'll be happy with.
Once we have confirmed that the item is indeed damaged or defective, we’ll happily arrange the shipment of a replacement at no additional cost to you.
* This policy only applies strictly to the actually product purchased and received damaged. Damaged packaging, including boxes, is not covered by this policy as boxes are considered packaging and we aren't responsible for package damage caused by couriers during transit.
** Items that are damaged by the customer, such as by not following care instructions, won't be accepted for returns.
*** Defective/damaged/flawed item/s bought from the Clearance collection aren't eligible for returns or exchanges. These products are sold "as is" , with details of their defective clearly stated in the product listing.
Incorrect Sizing / Design Sent
In the unfortunate event that an error is made and you receive an item that isn't the size or design that you ordered, please contact us via our contact us page or via email at customerservice@projects817.com. and we’ll happily arrange an exchange at no additional cost to you.
Shipping Delays
Current world issues have had a serious impact on international air shipments and deliveries; therefore, we can’t guarantee shipping timeframes for your order. Please understand that shipping delays are beyond of our control, and we’re unable to speed up delayed deliveries and kindly ask for your patience.
No refunds will be provided for items that haven’t been received due to delayed shipments, or packages in transit. If, however, investigations reveal that your items were lost in transit, you will be provided with a complimentary replacement.
Fraudulent Chargebacks / Cyber Shoplifting
We sincerely love to make our customers happy, and always do everything we can to ensure they are satisfied with their Projects817 purchases. That said, we are aware of a troubling new trend of fraudulent chargebacks towards innocent businesses from customers who are either dishonest people trying to get items for free, or impatient customers who are blaming sellers for delayed shipping times that are beyond the sellers' control.
Fraudulent chargebacks are extremely harmful to small businesses and negatively affect the hardworking families behind those businesses. It is on the same level as shoplifting, only more often than not the seller's insurance will not cover these losses so the impact on the business can be devastating.
Although we wish we didn't have to address this problem, due to the rise in inappropriate chargebacks affecting small businesses we need to be clear, delayed shipping is not a valid reason to file a chargeback, and any chargebacks made for this, or any other inappropriate motive will be considered fraudulent and fought with evidence and you will no longer have the possibility to make future purchases with our store. If necessary and appropriate, a police report will be filed against any customer involved in making fraudulent claims.
If you have a genuine issue, please reach out to us before considering filing a chargeback as we have always, and will always, go out of our way to ensure that our customers are satisfied.
Exceptions / Non-Returnable Items
We apologize, however, we can’t accept returns on gift cards, used items, clearance items or exchanged items.
Discount codes
Discount codes must be utilized at the moment you place your order. Unfortunately, we're unable to provide partial refunds in cases where customers have forgotten to use or have discovered a discount code after paying full price.
Refund and Exchange Terms and Conditions
To start the return/exchange process, please contact us via our contact us page or via email at customerservice@projects817.com.
All refunds or exchanges must be initiated within 7 days of your item/s being marked as delivered. Once you have made contact, we will provide you with instructions on how to return your package. Please ensure your item/s shipped back and postmarked within 14 days of your order being marked as delivered. Items sent back to us without our approval/ consent for a return or exchange will not be accepted.
To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn and unused, clean, and free of animal hair, and in its original packaging (where applicable).
We reserve the right to annul any exchange or refund offers stated above and refuse further service if a customer is abusive in anyway, shape or form or displays other unacceptable behaviors towards Projects817 staff.
We reserve the right to cancel and refund any orders that our system highlights as medium or high fraud risk, or for any other reason.
If you have any questions, comment, or concerns please feel free to contact us at customerservice@projects817.com..
Note: Depending on your bank and payment methods, refunds may take 5-10 business days to process.
Disclaimers:
* Return policy updated November 2nd 2022 and is effective immediately for orders placed from November 2nd 2022. Orders placed prior to this date are subject to the previous policy depending on the date your order was placed.
* Return policy updated June 23rd 2022 and is effective immediately for orders placed from June 23rd 2022. Orders placed prior to this date will follow the old policy.