Refund policy
At Estinger, we want every order to arrive as expected and provide a satisfactory shopping experience. If you receive an item with a production issue, damage, or another eligible problem, please contact our customer support team at support@estinger.com so we can review the situation and assist you.
By completing a purchase with Estinger, you confirm that you have reviewed and accepted the terms of this Refund Policy.
1. Order Cancellation and Changes
If you need to cancel your order or request a change, please email us at support@estinger.com as soon as possible.
When contacting us, please include:
- Your order number.
- The change or cancellation you are requesting.
- Any corrected information where applicable.
Cancellation requests must be submitted within 2 hours of placing the order.
Because orders may move into production shortly after they are received, requests submitted after this 2-hour window cannot be guaranteed and may no longer be accepted.
For approved cancellations:
- A 20% management and transaction fee based on the total order value will apply.
- Any remaining eligible amount will be refunded according to the original payment method and applicable processing procedures.
If you request changes to a design or personalized detail, additional production time may be required. This may result in a later estimated delivery date, particularly during busy periods or holidays.
Personalized products may enter production shortly after checkout. Once production has begun, we may no longer be able to change:
- Names.
- Photos.
- Designs.
- Sizes.
- Colors.
- Shipping details.
- Other customization information.
Please carefully review all order and personalization details before completing your purchase.
By placing your order, you acknowledge and accept these cancellation and modification conditions.
2. Replacement and Refund Eligibility
Requests for replacements or refunds must be submitted within 7 days from the date your order is delivered.
Claims submitted more than 7 days after delivery may no longer be eligible for review.
Because many of our products are customized or made specifically for each customer, Estinger does not normally accept physical returns.
If an eligible item arrives defective, damaged, or incorrect, you generally will not be required to send the defective product back. Once your claim has been approved, we may arrange a replacement at no additional product cost.
Due to the customized nature of our products and hygiene considerations, exchanges and full refunds are generally available only when there is a significant problem with the order.
Your item may qualify for review if it is:
- Significantly different from the description or sample shown when you placed your order.
- Damaged because of a manufacturing error.
- Damaged during shipping.
- Different from the product you ordered.
- Produced with a significant printing or customization defect.
For issues that do not meet the conditions above, we may offer a partial refund where appropriate. Original shipping charges may be excluded unless otherwise required or approved.
Color and Appearance Differences
Please allow for reasonable differences between website images and the final product.
Variations of up to approximately 20% may occur in color or visual appearance because of:
- Photography lighting.
- Computer or mobile screen settings.
- Monitor calibration.
- Printing processes.
- Material differences.
- Production conditions.
Minor differences of this nature are not normally considered product defects.
How to Submit a Replacement or Refund Claim
To request a review, please contact:
Your email should include all relevant information needed to evaluate the issue, including:
- Your order number.
- Clear photographs or video showing the issue.
- A clear photo of the package or shipping label.
- Your complete delivery address.
For printing-related claims, please provide close and clearly visible photographs of the affected printing area.
If your claim concerns print placement, dimensions, or sizing, please include a measuring reference such as:
- Measuring tape.
- Ruler.
- Measuring stick.
- Another clearly visible measurement tool.
This allows our team to accurately assess the issue.
Our customer support team will review the photographs, video, and information you provide.
If your claim is approved for replacement, we will arrange for an eligible replacement product to be produced and sent to you at no additional cost.
If a replacement cannot reasonably be provided, we may issue a refund for the eligible product, including applicable shipping charges where appropriate.
Please contact us before attempting to send any product back.
Returns made without prior authorization may not qualify for a refund. If an unauthorized return does not meet our eligibility requirements, our customer support team will contact you regarding the available options.
3. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address during checkout.
Please carefully review your shipping information before submitting your order.
Estinger is not responsible for packages delivered to the wrong location or returned because the customer supplied incorrect, incomplete, or inaccurate address information.
This includes errors involving:
- Street address.
- House or apartment number.
- City.
- State or province.
- Postal or ZIP code.
- Recipient name.
- Other delivery information.
Packages returned to the sender because of customer-provided address errors may not necessarily be returned to our production facility and, in certain circumstances, may be donated or otherwise disposed of.
For this reason, we cannot provide a free replacement when delivery failure results from an incorrect address supplied by the customer.
Please verify all shipping information carefully before placing your order.
4. Customer-Provided Photo Quality
Certain personalized products require customers to upload photographs or images.
The final result of these products depends significantly on the quality of the original image submitted.
For the best results, customer-provided images should be:
- Clear.
- Properly focused.
- Well lit.
- High enough in resolution.
- Correctly cropped.
- Free from unwanted obstructions.
If the uploaded image is blurry, pixelated, dark, poorly cropped, cut off, or otherwise low quality, Estinger cannot guarantee that the finished product will meet the customer's visual expectations.
Where photo guidelines or examples are provided on the product page, we strongly recommend following them before uploading your image and completing your order.
Issues caused directly by the quality of a customer-provided photo generally do not qualify as manufacturing defects.
5. Late or Missing Refunds
If we have confirmed that your refund has been processed but you have not yet received the funds, please allow additional time for your financial institution to complete the transaction.
We recommend that you:
- Check your bank or payment account again.
- Contact your credit card provider.
- Contact your bank.
- Contact the payment service used for the original purchase.
Refund posting times can vary depending on the bank, card issuer, or payment provider.
If you have completed these steps and still cannot locate your refund, please contact us at:
Business Information
For questions concerning this Refund Policy, cancellations, order modifications, replacement claims, refunds, or other order-related matters, please contact us using the information below:
Brand: Estinger
Business Name: PURRSITIVE LIMITED
Business Registration No.: 74422909-000-09-25-4
Registered Office: UNIT 308, 3/F., CHEVALIER HOUSE, 45-51 CHATHAM ROAD SOUTH, TSIM SHA TSUI, HONG KONG
Phone: +85292907533
Email: support@estinger.com