RETURNS AND CANCELLATIONS
Canceling Your Order Before Production
You can cancel any order free of charge and without providing a reason, as long as it has not gone into production. We begin processing orders placed on our online store almost immediately. To cancel your order, please check its status by reviewing your profile and the order status section.
If your order has not yet gone into production, you can cancel it by contacting our customer service center. Our agents will cancel your order in our system, and if successful, they will send you a confirmation email. Cancellation will then be free of charge. If cancellation is not possible, the products will be delivered to you, and you can return them following the procedure outlined below.
Return of Orders After Delivery: Defective Products
You have the right to return products delivered to you if they are defective or do not comply with your order. If your claim is justified, the purchase price will be refunded. Shipping costs are borne by the customer unless the error is on our part. If you are unsure, please contact us via our website chat.
Custom or Low-Quality Products
For products customized to your specifications (e.g., with images or designs provided by you), returns will not be accepted unless the product is defective or does not comply with the order. It is your responsibility to ensure that the designs and images provided are of high quality. G5 CUSTOM is not responsible for errors in designs provided by the customer.
Your Right of Withdrawal
If you are not satisfied with a product you have ordered, you can exercise your legal right of withdrawal. Inform us within 15 calendar days after the product has been delivered to you or a third party indicated by you (other than the carrier). If you ordered several products in one order that were delivered separately, you have 15 calendar days after the last product was delivered to exercise this right, without needing to provide a reason.
Upon exercising your right of withdrawal, you are obliged to return the products without undue delay and within 15 calendar days from the day you informed us of your decision.
Please ensure that the products you return are complete and have not been used in any way other than as reasonably necessary to decide whether you want to keep them (e.g., trying on clothes or shoes is allowed, but wearing or washing them is not). If you do not comply, and the value of the product decreases as a result, we may hold you liable for this decrease in value. The right of withdrawal does not apply to products that are manufactured to your specifications or are clearly personalized.
For practical information on how to make a return, contact us via our website chat. You can also inform us of your intention to exercise your right of withdrawal through another clear declaration (e.g., by letter, fax, or email). It is sufficient to send us this declaration before the end of the withdrawal period.
If you inform us that you wish to return a product, we will refund all payments received. Delivery costs will not be refunded unless it is a total default by G5 CUSTOM (excluding any additional costs incurred from your choice of a delivery option other than the least expensive type of standard delivery offered by us). Refunds will be issued without undue delay and, in any case, no later than 15 days from the day we are informed of your decision to exercise the right of withdrawal. However, we may refuse to refund until we have received the goods back or you have supplied evidence that you have returned the goods.
Refund Information
Refunds will be issued based on the original method of payment. If you paid by bank transfer, please provide this information to Customer Services when you initiate the refund, so that we can refund the money directly to your account.
Events Beyond Our Control
An Event Outside Our Control means any act or event beyond our reasonable control, including but not limited to strikes, lock-outs, or other industrial action by third parties, civil disturbance, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not), or the threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disaster, or failure of public or private telecommunications networks.
If an Event Outside Our Control occurs that affects the performance of our obligations under these Terms of Sale:
a) We will contact you as soon as reasonably possible to notify you; and
b) Our obligations under these terms and conditions will be suspended, and the time for performance will be extended by the duration of the Event Outside Our Control.
If the Event Outside Our Control affects our delivery of a product to you, we will agree on a new delivery date with you after the Event Outside Our Control has ended. You may cancel the contract if an Event Outside Our Control occurs and you no longer wish for us to supply the products. Please see your cancellation rights under the Cancellation section above.
