TERMS AND CONDITIONS

Aiken North Return, Cancellation and Refund Policy

This Return, Cancellation and Refund Policy applies to all orders placed with Aiken North, referred to below as “Aiken North,” “we,” “us,” or “the Company.”

By approving an estimate, submitting payment, approving artwork, or placing an order, the customer agrees to the terms of this Policy.

1. Order Acceptance

All orders are subject to acceptance by Aiken North. We reserve the right to refuse or cancel an order for reasons including incomplete payment, suspected fraud, pricing errors, unavailable products or materials, production limitations, or incorrect or incomplete customer information.

An order is considered accepted when Aiken North issues written confirmation, accepts payment, or begins artwork, purchasing, setup, or production.

Requests to change or cancel an order must be submitted in writing by email. A requested change or cancellation is not effective unless Aiken North confirms its acceptance in writing. Until written confirmation is provided, the original order remains active and subject to these terms.

2. Order Cancellations

Orders Not Yet in Production

An order may be cancelled only when the written cancellation request is received and approved before artwork, purchasing, setup, production, customization, or other order-related work has begun.

Approved cancellations may be subject to deductions for:

• Artwork or design services already performed
• Product or material purchases
• Setup, administrative, or vendor fees
• Shipping or freight charges
• Non-refundable payment-processing fees
• Other costs incurred in connection with the order

Unless otherwise approved by Aiken North, refunds for cancelled projects on which work has begun will be issued as an Aiken North account credit after all incurred costs have been deducted.

Orders in Production

Once artwork, product purchasing, setup, printing, embroidery, engraving, installation, fabrication, finishing, or any other production activity has begun, the order may not be cancelled.

The customer remains responsible for all costs incurred, including artwork, setup, materials, products, labor, tooling, vendor charges, shipping, administrative fees, and completed production.

Stock Products

Standard, non-customized products may be cancelled only before they have shipped or been committed to a supplier order that cannot be cancelled.

Once an order has shipped, the customer is responsible for the full purchase price and all applicable shipping charges.

Approved cancellations or returns of stock products may be subject to a restocking fee of up to 20% of the product value.

Rush Orders

Rush, expedited, or time-sensitive orders may not be cancelled after the order has been approved, submitted to production, or committed to a supplier.

Credit Card Payments

When an eligible order paid by credit card is cancelled before production begins, the refund may be reduced by any payment-processing fees that are not returned to Aiken North, where permitted by applicable law.

3. Returns and Refunds

Non-Customized Stock Products

Eligible, non-customized stock products may be returned within 30 calendar days after delivery if they are:

• Unused
• Undamaged
• In their original condition
• In their original packaging
• Accompanied by a written Return Merchandise Authorization

Returns must be approved by Aiken North before being shipped or delivered.

The customer is responsible for return shipping and handling unless the return is caused by an Aiken North error or a confirmed product defect. A restocking fee of up to 20% may apply.

Products ordered specifically for a customer may not qualify as returnable stock products, even when they have not been decorated or customized.

Customized or Decorated Products

Customized, printed, embroidered, engraved, fabricated, altered, assembled, or otherwise personalized products are non-returnable and non-refundable except when there is a confirmed manufacturing defect or an error made by Aiken North.

Once artwork has been approved or production has begun, an order may not be returned or refunded because of:

• Customer dissatisfaction with approved artwork
• Incorrect information contained in an approved proof
• Changes in customer preference
• Incorrect sizes, colors, quantities, or specifications selected or approved by the customer
• Normal variations in color, placement, material, manufacturing, or production

Defects and Aiken North Errors

The customer must inspect all products promptly after delivery.

Claims involving defective products, shortages, damage, or failure to match the approved order must be submitted in writing within seven calendar days after delivery.

The claim must include:

• The order number
• A description of the issue
• The quantity affected
• Clear photographs or other supporting documentation
• Any additional information reasonably requested by Aiken North

Aiken North will review the claim and determine whether the issue resulted from a production defect, shipping damage, supplier defect, or Company error.

For an approved claim, Aiken North may, at its discretion:

1. Repair or replace the affected products;

2. Reproduce the affected portion of the order;

3. Issue an Aiken North account credit; or

4. Issue a refund for the affected products.

Unless otherwise required by law, Aiken North’s responsibility is limited to the affected portion of the order.

Aiken North is not responsible for errors contained in artwork, spelling, dimensions, quantities, colors, product selections, placement instructions, or specifications that were supplied or approved by the customer.

4. Artwork and Proof Approval

The customer is responsible for carefully reviewing all artwork and proofs before approval.

Approval confirms that the customer has reviewed and accepted:

• Spelling and grammar
• Names, dates, phone numbers, websites, and contact information
• Product selection
• Sizes and quantities
• Artwork dimensions and placement
• Colors and design elements
• Imprint methods and production specifications

Production will generally follow the approved proof. Once a proof has been approved, corrections or changes may require additional charges and may affect the production schedule.

Colors displayed on monitors, phones, printed proofs, and office printers may differ from final production colors. Exact color matching is not guaranteed unless a specific color-matching service has been requested, approved, and included in the order.

5. Return Authorization Process

To request a return or report a defect, contact Aiken North at [email protected] and provide:

• The order number
• The purchase or delivery date
• The affected product or products
• The quantity involved
• The reason for the request
• Photographs or supporting documentation, when applicable

If the return is approved, Aiken North will issue written return authorization and provide return instructions.

Approved products must be returned within 10 calendar days after authorization is issued. Returns sent without written authorization may be refused and returned to the sender.

Returned products must be received and inspected before a refund, replacement, or account credit is issued.

Approved refunds will generally be processed within 10 to 14 business days after inspection. Processing times imposed by banks, credit card companies, or other payment providers are outside Aiken North’s control.

6. Shipping, Delivery and Risk of Loss

Original shipping, delivery, handling, and freight charges are non-refundable unless the return resulted from an Aiken North error or an approved product defect.

Return shipping expenses will be reimbursed only when:

• Aiken North approves the claim;
• Return shipment is required by Aiken North; and
• The shipping method and expense are approved in writing before shipment.

The customer is responsible for returned products until they are received and accepted by Aiken North. Customers should use a traceable shipping method, properly package the products, and retain proof of shipment.

Delivery dates and production estimates are estimates unless Aiken North has expressly guaranteed a deadline in writing. Aiken North is not responsible for delays caused by carriers, suppliers, weather, equipment failures, labor disruptions, shortages, acts of government, natural disasters, or other circumstances beyond our reasonable control.

7. Exchanges

Aiken North does not provide direct exchanges.

When a stock product qualifies for return, the customer must complete the approved return process and place a separate order for the replacement product.

Customized or decorated products are not eligible for exchange unless Aiken North confirms a defect or Company error.

8. International Orders

Customers are responsible for all customs charges, duties, taxes, brokerage fees, import fees, inspections, and other expenses associated with international shipments.

International orders may be subject to additional cancellation, return, shipping, and supplier restrictions.

International shipping charges, customs charges, duties, and taxes are generally non-refundable.

9. Special Orders and Production Requirements

Large-format printing, custom fabrication, vehicle graphics, installations, specialty finishes, die-cut products, custom apparel, special-order merchandise, and rush production may be subject to additional terms stated in the estimate, proposal, invoice, or order confirmation.

When special terms are included in an estimate, proposal, invoice, or order confirmation, those terms will control if they conflict with this general Policy.

10. Pricing, Payment and Production

Pricing is subject to change until the order is accepted by Aiken North in writing.

Payment requirements will be stated in the applicable estimate, proposal, invoice, or order confirmation. Full or partial payment may be required before products are ordered, artwork is prepared, or production begins.

Production schedules begin only after Aiken North has received all required items, including:

• Payment or an approved payment arrangement
• Final artwork
• Written proof approval
• Product selections and quantities
• Shipping or delivery information
• Any other information or materials required to complete the order

Delays in receiving these items may extend the estimated completion or delivery date.

Once production begins, changes are not guaranteed. Approved changes may result in additional charges and revised production or delivery dates.

11. Limitation of Responsibility

To the fullest extent permitted by law, Aiken North will not be responsible for indirect, incidental, special, consequential, or lost-profit damages arising from an order, production delay, product defect, shipping delay, installation issue, or inability to use the products.

Unless otherwise required by law, Aiken North’s maximum responsibility will not exceed the amount paid for the specific products or services giving rise to the claim.

12. Governing Law

This Policy and any dispute arising from an order with Aiken North will be governed by the laws of the State of Oregon, without regard to conflict-of-law principles.

To the extent permitted by law, any legal action relating to an order or this Policy must be brought in a court of appropriate jurisdiction located in Lane County, Oregon.

A waiver by Aiken North is effective only when made in writing. A waiver in one situation does not constitute a waiver of any other provision or future situation.

If any provision of this Policy is determined to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Contact Information

Questions, cancellation requests, return requests, and defect claims should be submitted to:

Aiken North

Email: [email protected]

Phone: (541) 357-7833