Refund policy

Refunds are only granted under the following conditions:

1. Before Production

  • A refund may be issued if the customer requests to cancel the order before production begins. In such cases, a non-refundable $30 design fee and a 5% two-way transaction fee (which covers both the initial payment processing and the refund fee charged by the payment gateway) will be deducted from the total amount. This fee covers the time and resources allocated to processing your order and making a design mock-up from the moment it was placed.

2. During Order Confirmation

  • If the customer does not respond for more than 21 days after payment, AFCultures reserves the right to automatically cancel the order and issue a partial refund, deducting:

    • $30 of Design service fees

    • 5% of order for the payment gateway transaction fees (two-way)

  • In such cases, the customer may reuse the design in a future order with discounted design fees.

3. Post-Delivery & Special Cases

A refund for unsatisfied/defective products can only be applied when you provide a video as proof.

We may refund you partially, or fully refund, depending on each case. If you have any problems with the product immediately after receiving it, please contact [email protected] for refund approval. Once the refund is approved, a refund will automatically be applied to your credit card or original method of payment. Typically between 3-5 business days depending on your account holder’s processing.

a. Cases of Color or Light Discrepancies Compared to Approved Design

It is essential to carefully review your design artwork before approval, specifically in regard to paint color, details, light colors.

  • Paint Color:
    Please note that all signage is custom-painted based on designs approved by the customer prior to production. Be aware that the colors shown in your artwork proof may not be exact, as colors can vary across different screens, printers, and materials. For an accurate color match, please specify a Pantone (PMS) color before approving the artwork proof.
    Alternatively, we can send you a sample paint chart first for an additional shipping fee of $100, which you will cover. If you choose not to request a paint sample, we are not responsible for any slight color differences that may occur. We may assist with paint color adjustments only if you request changes after reviewing a video of the completed product and before the sign is shipped. However, once the sign has been delivered, no refunds will be issued due to paint color discrepancies.

  • Light Color: 
    Please note that there may be slight variations in light colors displayed in the design artwork compared to real-life conditions and the actual product video. We will only issue refunds if the light color is incorrectly rendered from one color to another or if the wrong type of light is used. To avoid confusion with similar shades (such as purple and pink or cyan and blue), please check carefully and confirm with us.
    Additionally, there may be small details that cannot attach light wires or where the color light fades and are overwhelmed by other stronger color lights nearby, so it can't display clearly. We will inform you of such issues during production, and we appreciate your understanding. 

  • Surface: 
    Please confirm the surface material and its finished surface before production if you have any questions. Specifically, for products with UV-printed surfaces, we will not issue refunds for claims that the surface appears dark or details are unclear, as this is a characteristic of the product. To prevent UV-printed details from appearing blurry, please send us your design files with high resolution to ensure the sharpest print. The UV surface may appear darker when backlit due to shadowing effects; therefore, please hang it in a well-lit area to enhance visibility. We will only refund if we use a different surface material than what was approved in your design mockup.

  • Size:
    Please confirm the exact size of your sign before approving the design, including both the height and width, to avoid any miscommunication. Normally, our size is based on the largest length of the sign, while the other length will based on the ratio of your logo (could be height or width).

b. Case of Wrong Spelling

Please double-check all spelling before approving the design and reviewing the finished product video. Once the product has been delivered, it means it has passed through two approval checkpoints by you. Therefore, we can only offer partial refunds or remake the item with the correct spelling for a small shipping fee that you will cover.

c. Case of Late Delivery

Please refer to the Leadtime section above. If a rush order is delayed due to delayed design confirmation from the Buyer or late payment of the remaining balance, the rush order fee will not be refunded, even if the order is received later than anticipated.

d. Refund Policy for Additional Accessories or Repair Costs

For signs that meet warranty conditions, we will reimburse you for any expenses incurred in purchasing additional accessories or repair costs necessary to make the sign operational, provided the issue is due to a manufacturing defect.

To qualify for a refund, please submit the receipt for the accessories or repairs, ensuring that the purchases and repairs adhere to our provided instruction