Welcome to the giftsundertree FAQ page.

Here you can find answers to common questions about Returns, Refunds & Quality Issues.

As most of our products are made according to individual customer requirements, specifications and production conditions may vary from project to project. If you cannot find the answer you need, please contact us with your product requirements for more detailed assistance.

1. Can customized canvas bags be returned?

Because customized bags are manufactured according to customer-specific requirements, they generally cannot be returned simply because the customer changes their mind after production has started or after the products have been completed.

This includes products customized with unique dimensions, colors, logos, artwork, printing, accessories, labels, or packaging.

If there is a genuine quality issue or the products materially differ from the confirmed specifications, please contact us so that we can investigate the situation.

2. Can I cancel a customized order after placing it?

Please contact us immediately if you need to cancel an order.

Whether cancellation is possible depends on the production stage.

If materials have not yet been purchased and production has not started, cancellation may be easier to arrange.

If custom materials have already been ordered, printing screens have been prepared, samples have been produced, or mass production has begun, some or all costs may no longer be refundable.

3. What should I do if I receive defective products?

Please contact us as soon as possible and provide your order information together with clear photographs or videos showing the issue.

We may ask you to provide details such as the affected quantity, carton information, product condition, and type of defect.

After reviewing the evidence, we will determine the cause and discuss an appropriate solution based on the actual circumstances.

4. What is considered a product defect?

A defect generally refers to a significant issue that affects the function, appearance, or agreed specification of the product.

Examples may include serious stitching failures, incorrect printing, major material defects, missing accessories, significant dimensional errors, or other substantial deviations from the approved specifications.

Minor variations normally associated with textile manufacturing, such as small dimensional differences, slight color variations, minor stitching differences, or limited print-position variations, may not be considered defects if they fall within reasonable production tolerances.

5. What happens if the logo is printed incorrectly?

If the finished product contains a printing error caused by our production that materially differs from the final artwork or proof approved by the customer, please contact us with photographs and order details.

We will investigate the issue and determine an appropriate solution.

However, if the incorrect spelling, artwork, color instruction, logo version, or placement was included in a proof that the customer approved before production, the resulting product may not qualify for a refund or free replacement.

Customers should therefore carefully review all proofs before approval.

6. What happens if products are damaged during shipping?

If cartons or products arrive visibly damaged, please photograph the outer packaging, shipping label, cartons, and damaged products as soon as possible.

Where appropriate, please also note visible damage with the carrier at the time of delivery.

Send the evidence to us promptly so that we can determine whether the issue occurred during production, packaging, or transportation and assist with any applicable carrier claim or other solution.

7. How are refund or replacement requests handled?

Refund and replacement requests are reviewed individually based on the order specifications, nature of the issue, affected quantity, supporting evidence, and production records.

Depending on the circumstances, an appropriate solution may include replacement of affected products, reproduction, partial compensation, refund for affected items, or another mutually agreed solution.

Because most of our products are customized specifically for each customer, refunds are not automatically available for change-of-mind requests or issues resulting from customer-approved specifications.

Still Have Questions?

If you have questions about Returns, Refunds & Quality Issues, please contact us and provide as much information as possible about your project.

Our team will review your requirements and help you determine a suitable solution for your custom canvas bag project.