Effective Date: November 2025
1. Introduction
Thank you for choosing Cassidy Prime Tech. We pride ourselves on delivering high-quality custom branding, printing, and IT solutions. Because the majority of our products—including apparel, promotional items, signage, and displays—are customized to your specific requirements, they are unique to you and cannot be resold. This policy outlines your rights and obligations regarding refunds, cancellations, and returns.
2. Cancellation Policy
We understand that circumstances may change. However, due to the speed at which we process orders to meet deadlines, strict cancellation rules apply:
- Before Production Begins: If you wish to cancel your order, please contact us immediately. If artwork has not been approved and production (printing, embroidery, or material procurement) has not started, we will offer a full refund or store credit.
- After Production Begins: Once an order has entered the production phase or stock has been specifically ordered for your custom job, we cannot accept cancellations. The customer will be liable for the full cost of the order.
- Design/Setup Fees: If our design team has already completed artwork or setup work prior to cancellation, a design fee may be deducted from any refund.
3. Returns and Refunds
A) Custom/Personalized Goods
We do not accept returns or offer refunds for custom-branded goods in the following instances:
- Change of mind or cancellation of the event for which the goods were ordered.
- Errors in the artwork (spelling, layout, phone numbers) that were approved by the client during the proofing stage.
- Incorrect size selection by the client. Please refer to our sizing charts before ordering apparel.
B) Defective or Damaged Goods
We stand by the quality of our work. You may be eligible for a refund or reprint if:
- The product itself is materially defective (e.g., torn fabric, broken mechanism).
- The print quality is significantly poor (e.g., ink smudges, peeling) due to our error.
- The final product differs fundamentally from the approved proof (e.g., wrong item color, wrong logo placement).
Reporting Period: Any defects must be reported to Cassidy Prime within 5 business days of delivery. Please provide photographic evidence of the issue.
4. Artwork and Color Disclaimer
- Proof Approval: Customers will receive a digital proof for approval before production. It is the customer's responsibility to check all spelling, dates, contact details, and layout. Cassidy Prime is not liable for errors that were present in the approved proof.
- Color Matching: Please note that colors viewed on a computer or mobile screen (RGB) often differ slightly from the final printed color (CMYK/Pantone). Slight color shifts are standard in the printing industry and are not considered defects.
5. Delivery and Shipping
Production times are estimates. Cassidy Prime is not responsible for delays caused by third-party courier services or customs delays. If a package is lost in transit, we will assist in tracking the shipment and filing a claim.
6. Contact Us
If you have any questions regarding this policy or need to report an issue with your order, please contact us via the contact forms on our website or via email.