Refund policy

Order Cancellation

Optitag does not make any guarantees that customers can cancel an order. All items are custom and made to order. However, if an item has not been manufactured and/or shipped, Optitag will try their best to provide the customer a partial or complete refund. If you do attempt a cancellation request, please contact support[at]optitag.io within 24hrs of your order submission, and we will try our best to accommodate your situation. 

Return

Optitag does not accept returns. All items are custom and made to order.

Damaged or Defective Items

Products may be considered damage or defective if they fall under one or multiple of the following classifications:

• Class A: The product arrives damaged. This may include warping, physical, or cosmetic damaged severe enough to hinder the performance of the product.
• Class B: The received product does not match the specifications of the ordered product.
• Class C: The product does not function as advertised.

Official classification of product damage/defectiveness is determined by Optiag on a per scenario basis. Sufficient photo evidence must be provided to Optitag to substantiate the claim. All claims must be submitted to Optitag within 5 days of the customer receiving the order. If a product is determined by Optitag to be damaged or defective, the customer is eligible for either a replacement, refund, or partial refund.

Replacements

Replacements only apply to items that are determined by Optitag to be damaged or defective. A replacement item will be sent to the customer using the original shipment method selected by the customer. Limit one replacement per order. A single replacement may include multiple products if applicable to the order and its items. If Optitag is unable to honor our replacement policy, a full or partial refund will be issued.

Refunds

Refunds only apply to items that are determined by Optitag to be damaged or defective. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The item must be returned to Optitag in order for the refund to be processed. The item must be received by Optitag within 15 days of a solution being met. The customer is responsible for the cost of return shipping. Upon Optitag receiving the returned item, if there is a discrepancy between the initial reason for refund and the received condition of the product, then the customer is subject to a partial refund or no refund. Limit one return per order. A single return may include multiple products if applicable to the order and its items.

Partial Refund

Partial refunds only apply to items that are determined by Optitag to be damaged or defective. A partial refund of 25% can be issued to the customer if they choose not to pursue a Replacement or Refund. Partial refunds only apply to the affected items in the order. We do not refund shipping. Limit one partial refund per order. A single partial refund may include multiple products if applicable to the order and its items.

Not Refundable/Replaceable items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Additional non-returnable items:

• Gift cards
• Digital product downloads
• Shipping costs

Shipping

Shipping costs are non-refundable. Any shipping and handling fees incurred by Optitag as a result of a return will will be deducted from the customer's refund. Optitag does not guarantee that we will receive your returned item.