Refund policy

Last updated: November 2025

🧭 General Policy

Because nearly all products sold by Eccentriq Development Solutions LLC and its subsidiaries (Command Emblematic Sales and Defined Branding Co.) are custom-made to order, all sales are considered final once artwork or production has begun.

We do not offer refunds or returns for buyer’s remorse, design changes, or preference issues once proofs have been approved. Every item is produced according to the specifications, descriptions, and proofs confirmed by the client before manufacturing.

Your payment or digital approval of a proof serves as final authorization for production.

⚙️ Non-Refundable Deposits & Retainers

All art retainers, deposits, and design fees are non-refundable.
These payments cover the creative time, labor, and materials invested in original artwork, molds, and layout development, and they reserve your place in our production queue.

If a project is canceled after proofing or before manufacturing, no refund will be issued for any completed design or pre-production work.

🪙 Ship’s Store Purchases (Individual Items)

Items purchased directly from our Ship’s Store—such as individual patches, coins, belt buckles, or other finished merchandise—are eligible for return or replacement only if they arrive defective, misprinted, or damaged.

Claims must be submitted within 30 days of delivery.
Returned items must be unused, unwashed, and in their original packaging.
Sale or clearance items are final and not eligible for refund.

We do not offer “satisfaction guaranteed” returns for these retail items; customers make their selections based on the product descriptions and photos provided.

📦 Custom Bulk Orders

All custom bulk orders (coins, patches, apparel, signage, awards, etc.) are insured shipments.
Refunds for these orders will only be processed in cases where packages are lost, stolen, or damaged in transit, and only after the carrier (USPS, UPS, FedEx, DHL, or other service) has approved and paid the insurance claim for the loss.

Once reimbursement is received from the carrier, we will promptly process the corresponding refund or replacement.

🧾 How to File a Claim

Email us at orders@eccentriq.com with:
- Your order number
- Photos of the damaged or incorrect items (if applicable)
- A brief description of the issue
If the claim is approved, we’ll provide return or replacement instructions.

Return Address:
Eccentriq Development Solutions LLC
Attn: Returns — Order #______
5000-18 U.S. Hwy 17 S., Box 42
Fleming Island, FL 32003

🔁 Replacement or Refund

Upon verification of a valid claim:

A replacement will be produced and shipped at no additional cost, or
A refund will be issued to the original payment method (minus shipping or restocking fees, if applicable).

Refunds will not be granted for:

Customer-submitted artwork errors (misspellings, incorrect colors, or design changes after proof approval)
Normal production variations (slight color or texture differences)
Delays outside our control (shipping, customs, material shortages, etc.)

🚫 Exclusions

We do not accept returns or issue refunds for:

Custom or personalized products after proof approval
Non-refundable art retainers and mold/development fees
Clearance or promotional items
Delays caused by carriers or force-majeure events

💳 Late or Missing Refunds

If a refund has been approved, please allow 10 business days for processing.
If funds do not appear after that time:

Check your bank account and contact your credit card company.
If the issue persists, contact your bank to verify the transaction.
Finally, email orders@eccentriq.com for assistance.

📮 Return Shipping

Customers are responsible for return shipping costs unless otherwise approved.
We recommend using a trackable service and retaining proof of shipment.
We are not responsible for returned packages lost in transit.

🛡 Our Commitment

We take pride in the quality of our work and stand behind every custom piece we create.
If a verified error or defect occurs, we will correct it quickly and professionally.
By placing an order with us, you acknowledge and agree to the terms of this policy.