- Can I return an item that has been personalised?
Sure, We will be happy to help! If you happen to receive a personalised item that you're not satisfied with, we understand how frustrating that can be. However, please keep in mind that personalised items cannot be returned unless there is a manufacturer's fault. But don't worry, if you believe there is an issue with the product or there was a mistake made during the personalization process, our friendly customer service team is here to help. Simply send an emailto16601743582@oupower.net with a photo of the item and a brief explanation of the issue, and we'll do our best to provide you with the best possible solution.
We do have a soft spot for our customers, so if you have a personalised order with us and there is an issue, let us know and we'll see what we can do to help. We want to make sure you're happy with your purchase and have a positive experience shopping with us. Let me know if you have any other questions or concerns!
Yes of course you can. We sincerely apologise for any inconvenience caused if you've received a faulty product .
Contact our customer service team if you have received a faulty product - Email16601743582@oupower.net
Please include a clear explanation of the fault and attach a picture of the item.
Our customer service team will assist you in resolving the issue and finding the best solution
Currently, we're unable to process exchanges for different items. If you want a completely different item, you'll need to place a new order. Don't forget to contact our online customer service to cancel the order.If you have any questions or need assistance, our customer support team is here to help!
- What is the refund policy？
Thank you for shopping on our independent website. To protect your legitimate rights and interests, the following are detailed return and refund rules. Please read them carefully before placing an order. If you have any questions, please contact our customer service at support
16601743582@oupower.net.
Application Period: Requests must be submitted within 30 days from the date of receipt (based on the logistics delivery time). Requests beyond this period will not be accepted.
Refund: Once the product is inspected and confirmed to be in good condition, the refund will be processed to the original payment method within 3-5 working days ( subject to the rules of the bank/payment platform).
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Applicable Scenarios |
Processing Method |
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- The product has minor defects (e.g., small scratches that do not affect use) and you agree not to return it.
- The product is lost and cannot be recovered (confirmed by logistics).
- The replacement product still has problems and you refuse another exchange.
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- After verification by customer service, the negotiated amount (e.g., 80%-100% of the product price) will be refunded directly without returning the product.
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- Subjective reasons (e.g., "not liking the product", "wrong size selected", "wrong style purchased" with no quality issues).
- Product undeliverable or returned due to incorrect address/insufficient information provided by the buyer.
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- You need to contact customer service to apply for a return within 14 days of receipt. After customer service confirms that the product meets the return conditions, a return address will be provided.
- The return shipping cost shall be borne by you (you can choose the logistics provider at your discretion; it is recommended to keep the logistics tracking number).
- After the product is received and confirmed to be intact, the product amount will be refunded within 3-5 working days (excluding return shipping costs and possible tariffs/customs clearance fees).
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Returns and refunds are not supported in the following cases:
Customized products (e.g., Customized shoes, customized shin guards,printed,Customized jerseys or exclusively designed items). |
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- The product has quality issues (such as damage, functional failure, or material inconsistency with descriptions).
- Wrong or missing items (e.g., style, color, size inconsistent with the order, or missing accessories).
- Product damage caused by logistics transportation (photos/videos of the damage at the time of signing for receipt are required).
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- Contact customer service and provide evidence of the problem (photos/videos).
- The customer service will negotiate with you on the relevant refund amount and the handling method of the goods.
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If the goods are damaged or incomplete but still functional for normal use, you can contact customer service to apply for a partial refund without returning the items. |
If you have any questions, feel free to contact customer service. We will do our best to solve your problems!