Refund Policy

1. Overview

At DiplomaCraft, customer satisfaction is our top priority. We stand behind the quality of every document we produce. This Refund Policy explains the circumstances under which we may issue refunds, replacements, or credits, and the limitations that apply to our Products and Services. This policy is part of and subject to our Terms of Service.

Because our Products are custom-made to your exact specifications, our refund policy differs from standard retail return policies. Please read this policy carefully before placing your order.

2. Digital Products

Digital Products are custom-made documents delivered electronically as downloadable PDF files. Due to the instant and intangible nature of digital delivery:

• All digital product sales are final. Once a digital document has been delivered (i.e., the download link has been sent to your email), no refund will be issued, as the product has been fully delivered and cannot be "returned."
• If you have not yet received your digital document, please check your spam/junk folder first. If you still cannot locate it, contact us at support@diplomacraft.com and we will resend it promptly at no charge.
• If your digital document contains an error caused by DiplomaCraft (e.g., a production error not attributable to information you provided), we will correct the error and deliver a revised document at no additional cost.

3. Physical Products

Physical Products are custom-printed documents on premium heavyweight acid-free parchment paper and shipped via USPS. Because each physical document is produced to order based on your specific details:

• Physical products are generally non-refundable once they have been printed and shipped, as they are custom-made items that cannot be resold or returned to inventory.
• If your physical document arrives damaged during shipping (e.g., torn, water-damaged, bent, or otherwise physically damaged by the carrier), contact us within 7 days of delivery with photographic evidence of the damage. We will ship a replacement at no additional cost.
• If your physical document contains a printing defect or production error caused by DiplomaCraft (e.g., smudged printing, incorrect paper stock, missing gold seal), contact us within 7 days of delivery with photos of the defect. We will reprint and reship the document at no additional cost.
• If your order is lost in transit and USPS tracking confirms the package was not delivered, contact us and we will reship the order at no additional cost. Orders reported as "delivered" by USPS are considered fulfilled; however, we will work with you on a case-by-case basis to find a satisfactory resolution.

4. Bundle Orders (Digital + Physical)

Bundle orders include both a digital and a physical component. The digital component is considered delivered once the download link is sent, and the physical component is subject to the physical product policies above. Accordingly:

• The digital component of a bundle order is non-refundable once delivered.
• The physical component is eligible for replacement (not refund) only in cases of shipping damage, production defects, or lost-in-transit orders as described in Section 3.
• Partial refunds for the physical component only will not be issued; the remedy for qualifying issues is a free replacement reprint and reship.

5. Custom Orders

Custom orders involve our design team creating a document to your specific requirements. The custom order process includes a proof approval step:

• Before proof approval: If you wish to cancel a custom order before the design proof has been sent to you, you may request a cancellation. If our team has not yet begun work on your order, a full refund will be issued. If work has already commenced, a partial refund may be issued at our discretion, minus a design fee to cover work already performed.
• After proof approval: Once you approve the design proof, the custom order is considered final. No refunds will be issued for custom orders after proof approval, as the document is produced based on your explicit approval.
• Revisions: Reasonable revisions are included during the proof process. However, requests for extensive changes that fundamentally alter the scope of the original order may incur additional fees, which will be communicated to you before proceeding.
• If the final delivered custom product contains a production error caused by DiplomaCraft that was not present in the approved proof, we will correct and reship the document at no additional cost.

6. Customer Errors

DiplomaCraft produces documents exactly as specified by the Customer during the ordering process. We are not responsible for errors resulting from incorrect, incomplete, or misspelled information provided by you, including but not limited to:

• Misspelled names, institution names, or locations
• Incorrect dates, degree titles, or course information
• Wrong template selection
• Incorrect or incomplete shipping address

If you discover an error after your order has been placed that was caused by information you provided, you may contact us as soon as possible. If the document has not yet been produced, we may be able to correct the information at no charge. If the document has already been produced or delivered, you will need to place a new order. We may, at our discretion, offer a courtesy discount on the reorder.

7. Cancellations

Because our Products are produced to order and digital products are delivered instantly, the window for cancellation is extremely limited:

• Digital orders: Cannot be cancelled once payment is processed, as delivery is instantaneous.
• Physical orders: May be cancelled within 1 hour of placing the order by contacting us at support@diplomacraft.com, provided the document has not yet been sent to production. Once a physical order is in production or has been shipped, it cannot be cancelled.
• Bundle orders: The digital component is non-cancellable. The physical component follows the physical order cancellation rules above.

8. Chargebacks and Disputes

We strongly encourage you to contact us directly at support@diplomacraft.com before initiating a chargeback or payment dispute with your bank or credit card company. We are committed to resolving any issues promptly and fairly.

Filing a fraudulent chargeback (i.e., a chargeback for a transaction that you authorized and for which you received the Products or Services) is a form of fraud. We reserve the right to dispute all chargebacks and to provide evidence of the transaction, delivery, and your authorization to the payment processor. We also reserve the right to pursue legal remedies and report fraudulent chargebacks to the appropriate authorities.

9. Refund Process

If you believe you are entitled to a refund or replacement under this policy:

1. Contact us at support@diplomacraft.com within the applicable timeframe specified above.
2. Include your order number, a description of the issue, and any supporting evidence (photos, screenshots, etc.).
3. Our support team will review your request and respond within 2 business days.
4. If a refund is approved, it will be processed to your original payment method within 5–10 business days. The exact timing depends on your bank or credit card company.
5. If a replacement is approved, we will produce and ship the replacement according to our standard production and shipping timelines.

10. Non-Refundable Situations

To be clear, refunds will not be issued in the following situations:

• Change of mind or buyer's remorse after a digital product has been delivered or a physical product has been shipped.
• Errors in the document that result from incorrect or incomplete information provided by the Customer.
• Dissatisfaction with a document that was produced accurately according to the information and template selected by the Customer.
• Inability to use the document for any purpose, including (but not limited to) use as an official, authentic, or accredited credential.
• Failure to download a digital product within the download link expiry period (contact us if you need a new link).
• Custom orders after the design proof has been approved.
• Late complaints submitted after the 7-day reporting window for physical product issues.
• Orders placed in violation of our Terms of Service.

11. Policy Modifications

DiplomaCraft reserves the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with an updated "Last updated" date. The Refund Policy in effect at the time of your purchase will apply to that transaction. We encourage you to review this policy before each purchase.

12. Contact Information

If you have any questions about this Refund Policy or need to request a refund or replacement, please contact us:

• Email: support@diplomacraft.com
• Website: diplomacraft.com/contact

Our support team is available Monday through Friday and typically responds within 24 hours.