Refund policy

Last updated: 1 November 2026

The short version

  • Custom and made-to-order goods — anything produced to your size, artwork or specification — cannot be returned simply because you changed your mind. We tell you which items these are before you pay.
  • Standard, non-customised goods can be returned within 14 days of delivery if unused and in their original packaging.
  • Damaged, defective, wrong or missing items are always put right — replacement or refund, at our cost.
  • Approved refunds go back to your original payment method within 14 days.

1. Custom and made-to-order products

We produce to order. Once production has started on goods made to your specification — a printed banner graphic, a custom size, a flag printed with your logo — the item cannot be sold to anyone else, so we cannot accept a return for change of mind.

If you are a consumer in the European Union or the United Kingdom, the statutory right of withdrawal under Directive 2011/83/EU (and the UK Consumer Contracts Regulations) does not apply to goods made to the consumer’s specifications or clearly personalised. We rely on this exclusion only for goods genuinely made to your order. (We do not currently ship consumer orders to the EU, EEA or the UK — see our Shipping Policy.)

This does not affect your rights where goods are faulty, damaged, misdescribed or not fit for purpose.

2. Standard products — 14-day returns

For goods that are not customised (for example whiteboards, cork boards, pet grooming gloves, lick mats, the fabric storage tower, and unprinted hardware) you may return the item within 14 days of delivery.

  • Email us first so we can send return instructions.
  • Goods must be unused, complete and in their original packaging.
  • Return shipping is at your cost unless the item is faulty or we made a mistake.
  • Returns go to our address in Suzhou, China. Please use a tracked service and keep the receipt.

EU and UK consumers — how to withdraw

This section applies only where we have supplied goods to a consumer in the European Union, the EEA or the United Kingdom. We do not currently accept consumer orders for those destinations, so in practice it applies to business and wholesale purchases made on an import basis.

You have 14 days from the day you, or someone you nominate, receive the goods to cancel the contract without giving a reason. To exercise the right, send us a clear statement — an email is enough — using the details at the end of this policy. You may use this wording:

“I hereby give notice that I withdraw from my contract of sale for the following goods: [order number / product]. Ordered on [date], received on [date]. Name: [your name]. Address: [your address].”

After notifying us, send the goods back within 14 days. We will refund you within 14 days of receiving the goods back, or of you providing proof that you returned them, whichever is earlier. We refund the price you paid including the standard delivery cost we charged you. We may reduce the refund if the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

3. Damaged, faulty, wrong or missing items

Contact us within 7 days of delivery with your order number and photographs of the item and its packaging. We will, at our option:

  • send a replacement or the missing part free of charge;
  • offer a partial refund if you prefer to keep the goods; or
  • refund you in full and, where practical, arrange collection.

We cover the shipping cost in these cases.

4. Your statutory rights

  • EU consumers: you are entitled to a legal guarantee of conformity of at least two years from delivery under Directive (EU) 2019/771. If goods are defective you can ask for repair or replacement, or, where those are not possible, a price reduction or a refund. National law may give you longer or additional rights.
  • UK consumers: under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days, and further rights to repair, replacement or a price reduction.
  • United States: in addition to the return windows above, we will repair, replace or refund goods that are defective on arrival or that develop a manufacturing defect within 12 months of delivery. Nothing here limits rights you have under applicable state law.

Our commercial warranty does not replace or reduce any statutory right you have.

5. Cancelling before production

You can cancel for a full refund at any time before production begins. Because we normally start production shortly after your order is confirmed, please contact us immediately — once the goods have entered production or been handed to a carrier, cancellation is no longer possible.

6. Non-delivery and lost parcels

If tracking shows no movement for an unusual length of time, or the carrier confirms the parcel is lost, tell us and we will either resend the order or refund you in full. Delays caused by customs clearance, or by duties not being paid, are the recipient’s responsibility.

7. Refund method and timing

Approved refunds are issued to the payment method used for the original purchase, within 14 days of approval or, for returns, within 14 days of receiving the goods back. Depending on your bank or card issuer it may take a further few working days for the money to appear.

8. How to contact us

Email trinityapc@outlook.com or trinityapcshawn@gmail.com, or message +86 181 0387 9671 (phone / WhatsApp / WeChat). Please include your order number.