- Policy overview
- As a print-on-demand platform, we do not accept returns because of our unique production model.
- However, we are committed to ensuring customer satisfaction and offer remedies for damaged items.
- Required end-user action
- To address issues efficiently, we request that customers:
- For any damaged item: provide photographs showing the defect and the overall design of the item
- For malfunctioning electronics: a short video that demonstrates the problem.
- Communicating with the end-user - Proof request email -
- To address issues efficiently, we request that customers:
Hi {user_name},
{Agent_name} here from [Partner's_name] support. We're sorry to hear about the issue with your order and appreciate you bringing this to our attention. To assist you swiftly, could you please send us:
- A close-up photo of the issue.
- A broader photo showing the item and its design.
- [For electronics:] A short video demonstrating the malfunction.
This will help us determine the next steps to resolve your issue promptly.
Thank you for your cooperation,
{Agent_name} on behalf of the [Partner's_name] Team
- Determination & responses
- Determination by Covver:
- Upon receipt of the proof, Covver shall determine if the item is damaged
- If damaged - we shall offer the end-user refund or reshipment
- If determined not to be damaged - we shall push back
- Communication with the end-user
- Refund/reshipment email:
- Determination by Covver:
Hi {user_name},
We sincerely apologize for the inconvenience caused by the damaged item. We would like to rectify this by offering a reshipment of the item or a refund, allowing you to choose an alternative product.
Please let us know your preference so we can proceed accordingly.
Thank you for your understanding, and we look forward to resolving this to your satisfaction.
Thank you for your cooperation,
{Agent_name} on behalf of the [Partner's_name] Team
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- Push-back email:
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Hi {user_name},
Thank you for providing the images/videos of your item. We have carefully reviewed your submission with our quality assurance team. Based on our evaluation, the item appears to be in good condition and functioning as intended. We understand this might not have been the outcome you were expecting, and we’re here to assist with any further concerns or questions.
If there's anything else you need help with, or if there's something specific about the item's functionality or design that you'd like to discuss, please don't hesitate to let us know. We're here to ensure you have a positive experience with our products.
Thank you for your understanding, and we look forward to assisting you further.
Thank you for your cooperation,
{Agent_name} on behalf of the [Partner's_name] Team