Made for you, with fair remedies when something is wrong.
We do not accept change-of-mind returns after approval and manufacturing begins, while remaining responsible for damage, defects, and nonconformity.
Made-to-order piece
Before payment, you approve the specific 3D model used for manufacturing. Change-of-mind returns are therefore unavailable after approval and manufacturing begins, without limiting mandatory statutory rights.
Before manufacturing
You may request cancellation before manufacturing starts. We review the order stage, any completed service, and the mandatory rights applying to the case.
Delivery damage
Report visible damage within 48 hours where possible and include the order number plus photographs of the item and packaging. This supports a carrier claim and does not waive latent-defect or statutory claims.
Defects and nonconformity
Reviewable cases include material manufacturing defects, incorrect material, significant mismatch with the approved model, missing order contents, and product-safety concerns.
Remedy
Our first remedy is a no-cost remake. We refund when a remake is impossible, does not resolve the issue, creates an unreasonable additional delay, or a refund is legally required.
Return cost
We do not require a return before the initial assessment. If the item must be returned for an approved inspection or remedy, Souven provides or pays for return shipping.