Refund policy
Refund & Return Policy
We want you to be happy with your EtgSky order. Because many of our products are personalized and made specifically for each customer, return and refund eligibility may vary depending on the type of product and the reason for the request.
Please review the policy below before placing your order.
Personalized and Custom Products
Personalized and custom-made products are created specifically according to the photos, names, text, options, and other customization information provided by the customer.
Because these products are made specifically for you, we generally cannot accept returns, exchanges, or cancellations for reasons such as:
- Changing your mind after production has started.
- Ordering the wrong phone model, color, name, photo, or other customization option.
- Providing incorrect or incomplete customization information.
- No longer wanting the product after it has been produced or delivered.
Please carefully review your photos, personalization details, phone model, shipping information, and other selections before submitting your order.
Order Changes and Cancellations
If you need to change or cancel your order, please contact us at support@etgsky.com as soon as possible.
We will make reasonable efforts to assist you if production has not yet started.
Once a personalized product has entered production, we may not be able to change or cancel the order.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrectly produced, or materially different from the customization information you submitted, please contact us within 7 days of delivery.
Please email support@etgsky.com and include:
- Your order number.
- A description of the issue.
- Clear photos showing the product and the problem.
- Photos of the shipping package if the item was damaged during delivery.
After reviewing the information provided, we may offer an appropriate resolution, such as a replacement, remake, or refund, depending on the circumstances.
If the issue resulted from an error on our part, we will work with you to resolve it at no additional product cost.
Non-Personalized Products
If you purchase an eligible non-personalized product and wish to request a return, please contact us within 30 days of delivery.
To be eligible for a return, the item must generally be unused, in its original condition, and include its original packaging where applicable.
Please contact us before returning any item. Returns sent without prior authorization may not be accepted.
Return Process
To request a return or report an order issue:
- Contact support@etgsky.com with your order number and the reason for your request.
- If necessary, provide photos or other information that helps us review the issue.
- We will review your request and provide further instructions if the return is approved.
- Do not send products to the shipping origin or any address shown elsewhere on our website unless our customer support team has specifically provided that address for your approved return.
Please note: The address from which an order was originally shipped may not be our designated return address.
Return Shipping Costs
If a return is required because we sent an incorrect, damaged, or defective product, we will provide appropriate instructions regarding the return or replacement.
For eligible returns that are not caused by an error on our part, the customer may be responsible for return shipping costs.
Any applicable return shipping requirements will be communicated before the return is sent.
Refunds
Once an approved return or refund request has been reviewed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method whenever possible.
After a refund has been issued, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
Original shipping charges, if any, may not be refundable unless the refund is due to an error on our part or otherwise required by applicable law.
Lost Packages
If tracking indicates that your package has not been delivered within a reasonable period after the estimated delivery window, please contact us at support@etgsky.com.
We will assist you in reviewing the shipment status with the applicable logistics provider.
If a package is confirmed lost in transit, we will work with you on an appropriate resolution.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping information when placing an order.
If you notice an error in your shipping address, please contact us as soon as possible before the order is shipped.
Once an order has been dispatched, we may not be able to change the delivery address or recover a package sent to an address incorrectly provided by the customer.
Exceptions
We reserve the right to refuse a return or refund request where there is evidence of misuse, intentional damage, fraudulent activity, or where the request does not meet the conditions described in this policy.
Nothing in this policy is intended to limit any rights that cannot be excluded under applicable consumer protection laws.
Contact Us
If you have questions about a return, refund, replacement, or order issue, please contact:
Email: support@etgsky.com
Please include your order number so we can assist you more efficiently.