Return & Exchange Policy

Return and Exchange Policy

At VinylFrog, we are dedicated to delivering high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the following policy.

1. Conditions for Return and Exchange

1.1 Applicable Situations

• Manufacturing Defects: Products with visible manufacturing defects, such as damage or significant, unremovable dirt/stains on specific meters (e.g., 1m, 2m, 3m).
• Logistics-related Damage: Products damaged during shipping.
• Obvious Color Difference: When the product received has a noticeable color discrepancy.
• Incorrect Product or Color: If the delivered product does not match your order (e.g., wrong color or size).

1.2 Additional Notes

If the ordered product is damaged upon receipt, customers must retain both the ordered product and the packaging for inspection by the logistics team during the pickup.

1.3 Non-Applicable Situations

• Minor color differences or appearance discrepancies unrelated to product quality.
• Packages that are not in original, unopened condition.
• Items that have been used or damaged by the customer.
• Products altered without authorization.
• Sales Items
• Special Order Items
• Tools or Accessories
• Sheets or Samples
• Custom Designed Products
• Small Meter Roll Cut from Standard Full Roll

2. Application Period

• Return Requests: Must be submitted within 7 days of receiving the product.
• Exchange Requests: Must be submitted within 7 days of receiving the product.

3. Return and Exchange Process

3.1 Contact Customer Service

To initiate a return or exchange, email us at support@vinylfrog.com with the following details:

• Order number and LOT number of the item you ordered.
• A detailed description of the issue (including photos or videos).
• Your preferred resolution (refund or replacement).

3.2 Review and Approval

We will review your request and notify you of approval or rejection within 1-2 business days.

3.3 Return the Item

• For Non-USA Orders: Return the item to our warehouse in China:
  

VinylFrog

10-313 Hongfeng Creative Park, Jiangxia,

Baiyun, Guangzhou, 510000, Guangdong, China.

• For USA Orders (Full Rolls Only): Contact our customer service for U.S. warehouse return instructions.

4. Return Shipping Costs

• Shipping costs and taxes are non-refundable.
• For defective items (manufacturing defects, shipping issues, or incorrect products), VinylFrog will cover the return shipping costs.
• For personal reasons (e.g., change of mind or incorrect orders), the customer is responsible for return shipping costs.
• For orders originally shipped from China to the United States, if the return is requested for personal reasons (e.g., change of mind or incorrect orders), the customer will also be responsible for any duties, taxes, or related fees incurred during the return process.
• Notes:
  • For cancellations due to personal reasons, a 5% handling fee will be charged to cover operational and exchange rate losses.
  •  If the fee exceeds 5% of the order amount, the actual fee will be charged. This policy is effective starting February 2025.

5. Refunds

5.1 Refund Method

• Refunds will be processed to the original payment method (e.g., credit card, PayPal).
• Processing times may vary based on your payment provider.
  

5.2 Late or Missing Refunds

If you haven’t received your refund:

1. Check your bank account.

2. Contact your bank or credit card company for potential delays.

3. If the issue persists, email us at support@vinylfrog.com.

6. Contact Us

Thank you for choosing VinylFrog. We are committed to providing you with quality products and excellent customer service. For any questions or assistance, please reach out to us.

• Customer Service Email: support@vinylfrog.com