Return and Refund Policy

Most products supplied by 1PO.COM are custom-made B2B manufacturing orders, while selected in-stock products may be purchased directly online by individual consumers. Because custom products are produced according to approved artwork, specifications, quantity, and packaging requirements, returns are handled differently from standard retail purchases.

Retail Product Returns

For an eligible in-stock product purchased directly online, contact us within 14 calendar days of delivery if you want to request a return. The product must be unused, complete, and in its original condition and packaging. Return approval and the return address must be obtained before sending anything back. For returns caused by a change of mind (buyer's remorse), the customer is responsible for the return shipping costs. If the return is due to our error, such as a defective or incorrect item, 1PO.COM will cover the return shipping fees.

Custom Order Cancellations

Cancellation requests should be made before production starts. Once materials are purchased, printing begins, or production is scheduled, cancellation may not be possible or may incur costs already spent.

Quality Issues

If products arrive with a manufacturing defect, damage, or specification mismatch, contact us within 7 calendar days of delivery with order information, photos, videos, and packaging evidence. We will review the case and may offer replacement, repair, partial refund, or another reasonable solution depending on the issue.

Custom Products Are Non-Returnable

Custom-made products are not eligible for return because they are produced to the buyer's approved artwork, specifications, quantity, and packaging requirements. This does not limit our responsibility to review verified manufacturing defects, damage, or incorrect items under the Quality Issues section. We do not charge any restocking fees for returned items.

Non-Returnable Situations

Returns are generally not accepted for approved custom artwork, buyer spelling or design errors, color differences within reasonable printing tolerance, buyer-requested specification changes after production, or issues caused by improper storage or handling after delivery.

Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed and applied to your original payment method within 3 to 5 business days. Your bank or credit card company may need additional time to post the refund.

Contact

To initiate a return or report a quality issue, please contact us at lori@1po.com with your order details. We will provide return authorization and the specific return mailing address, which may be our Shenzhen factory or Hong Kong operating office based on your location.