Refund policy

Overview

Festivity Factory supplies existing products and also handles sourcing, samples, and customized production. Return, cancellation, and refund conditions can differ by product or project. The conditions applicable to a sourced, sampled, or customized order will be confirmed before that order proceeds.

This policy does not limit any rights or remedies that cannot lawfully be excluded.

Contact us within 7 calendar days

Please email hello@festivityfactory.com within 7 calendar days of receiving the goods if you wish to report damage or a quality issue that was present on arrival, report an incorrect item, or request a return. Include your order number, a description of the issue or request, and, where relevant, clear photographs of the goods and packaging.

The 7-day contact period is not a promise of an unconditional or no-reason return. Returns for reasons other than an arrival-related quality issue or incorrect item require our review and approval. Any longer period or remedy required by applicable law remains available.

Goods that arrive damaged, defective, or incorrect

Keep the goods and packaging available while we review your report. Please contact us before returning anything. If we confirm that the goods had a quality issue when they arrived or that we sent an incorrect item, we will bear the reasonable costs of handling the approved return or exchange. We will explain the appropriate resolution and the next steps for your order.

Depending on the circumstances and applicable rights, the resolution may involve a replacement, repair, refund, or another agreed remedy. We will not require a particular remedy where applicable law provides otherwise.

Damage caused after arrival by use, wearing, washing, storage, alteration, or other handling is not considered an arrival-related quality issue.

Approved returns for other reasons

A return unrelated to an arrival-related quality issue or incorrect item is subject to our review and approval, the confirmed order terms, and applicable law. If we approve such a return, the customer is responsible for its return shipping cost. We do not promise an unconditional return for every order.

Do not send goods to the sender address printed on a parcel. We do not publish one fixed return address because the appropriate destination may differ by order. After approving a return, we will provide the return address and instructions applicable to that order. Goods sent without our return instructions may not reach the correct destination.

Sourcing, samples, customized goods, and production orders

Sourcing work, sample development, customized products, and orders that have entered production may involve work or costs committed specifically for your project. Requests to cancel, change, or refund these projects are assessed against the terms confirmed for the project, costs already incurred, work already completed, and applicable law. There is no universal cancellation fee or unconditional refund for these orders.

If you need to change or cancel a project, contact us as soon as possible at hello@festivityfactory.com. We will tell you what can still be changed and whether project-specific costs have already been incurred.

Refunds

If a refund is approved or legally required, we will confirm the amount, payment method, and processing steps with you. The time for funds to appear may also depend on the payment provider or bank. For help, email hello@festivityfactory.com and include your order or Proforma Invoice number.