RETURN & REFUND POLICY

At SAMERAO, our products are made to order specifically for each customer. Production begins based on the product, size, color, design, and other options selected when the order is placed.

Because our products are made to order, we generally do not accept returns, exchanges, refunds, or replacements due to customer error, change of mind, or personal preference, except where required by applicable law.

Please carefully review your order details, shipping information, and the size guide provided on each product page before completing your purchase.

This policy applies to orders shipped to the United States and Canada.

1. WHEN A REFUND OR REPLACEMENT MAY BE PROVIDED

After an order has been shipped, a refund or replacement may be provided under the following circumstances:

Defective or Damaged Products

If a product arrives with a verified manufacturing defect, damage, printing or embroidery defect, or another quality issue attributable to production or fulfillment, the customer may qualify for a refund or replacement.

Incorrect Products

If the customer receives a product that differs from the confirmed order due to a production or fulfillment error, including an incorrect product, size, color, or design, the order may qualify for a refund or replacement.

Lost Packages or Qualifying Delivery Issues

If the customer provided complete and accurate shipping information but the package is confirmed lost in transit or remains undelivered for an extended period due to a verified logistics issue, the order may qualify for a refund or replacement following an investigation.

Delivery delays alone do not automatically establish that a package has been lost.

Eligibility will depend on the circumstances, tracking information, carrier investigation, and applicable consumer protection laws.

2. CUSTOMER ERRORS AND NON-ELIGIBLE RETURNS

Because SAMERAO products are made to order, we generally do not accept returns, exchanges, refunds, or free replacements for the following reasons:

• Selecting the wrong size, color, product, or variation.
• Providing an incorrect or incomplete shipping address.
• Providing incorrect recipient or contact information.
• Changing your mind after production has started.
• Deciding that you no longer want the product.
• Preferring a different size, fit, color, design, or style.
• Refusing delivery without a qualifying product or fulfillment issue.
• Failing to cooperate with required customs clearance procedures.
• Refusing to pay applicable customs duties or import charges that were properly disclosed and legally payable by the recipient.

These exclusions apply only to the extent permitted by applicable law.

Customer dissatisfaction with a correctly produced item does not, by itself, establish a manufacturing defect.

3. SIZE AND FIT

Customers are responsible for reviewing the size guide provided on each applicable product page before ordering.

If SAMERAO delivers the exact size selected and the product conforms to its description, a return, exchange, refund, or replacement will generally not be available solely because the fit differs from the customer's personal preference.

If the size received differs from the size confirmed in the order due to a production or fulfillment error, the customer may submit a claim under Section 4.

This section does not exclude remedies for products that are defective, materially misdescribed, or otherwise nonconforming under applicable law.

4. REPORTING DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

Customers should contact SAMERAO at support@samerao.com, preferably within 30 days of delivery, if they receive a defective, damaged, or incorrect product.

To help us investigate, please provide:

• Order number.
• Full name associated with the order.
• A clear description of the issue.
• Photographs showing the entire product.
• Close-up photographs showing the defect, damage, or incorrect item.
• Photographs of the packaging, where relevant.
• Video evidence when reasonably necessary to demonstrate the issue.

Additional supporting information may be requested where reasonably necessary.

Submitting a claim does not automatically guarantee a refund or replacement. SAMERAO will review the information and determine an appropriate resolution.

The 30-day reporting period reflects our fulfillment partner's standard after-sales process. It does not eliminate any mandatory legal rights or remedies that may apply beyond that period.

5. APPROVED CLAIMS AND FREE REPLACEMENT SHIPPING

If SAMERAO confirms that an order qualifies for a remedy due to a verified manufacturing defect, shipping damage, incorrect item, or qualifying fulfillment issue, we will provide an appropriate resolution.

Depending on the circumstances, this may include:

• A replacement product.
• A refund to the original payment method.
• Another remedy required by applicable law.

When a replacement is approved due to a verified production, fulfillment, or carrier-related issue, SAMERAO will cover both the replacement product and its standard shipping costs.

Customers will not be charged additional standard shipping fees for an approved replacement.

Customers should not return products to SAMERAO or any production facility unless specifically instructed to do so.

Unauthorized returns may not be accepted or reimbursed.

Where a return is required to resolve a verified defect or fulfillment error, SAMERAO will provide appropriate return instructions and cover any return shipping costs it is legally required to bear.

6. INCORRECT OR INCOMPLETE SHIPPING INFORMATION

Customers are responsible for providing accurate and complete shipping and recipient information.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, name, postal code, telephone number, or other necessary information, the order generally will not qualify for a complimentary replacement or refund solely on that basis.

Customers must contact support@samerao.com as soon as possible if they notice an error.

We will make reasonable efforts to coordinate corrections before shipment, but changes cannot be guaranteed once production or shipping arrangements have begun.

If redelivery is available:

• The carrier or fulfillment partner may require additional handling, storage, correction, or redelivery charges.
• Redelivery may take approximately 20–30 additional business days, depending on the carrier and circumstances.
• Reasonable additional costs arising from incorrect customer-provided information may be charged to the customer where legally permitted.

If a package is permanently lost or cannot be recovered because of incorrect customer-provided information, a complimentary replacement or refund may not be available, subject to applicable law.

7. LOST PACKAGES AND EXTENDED NON-DELIVERY

If a package appears to be lost or remains undelivered beyond the estimated delivery window, customers should contact support@samerao.com.

Please provide the order number, tracking information, delivery address, and a description of the issue.

SAMERAO will investigate the shipment with its fulfillment and logistics partners.

Where the package is confirmed lost in transit or remains undelivered due to a verified carrier-related issue, SAMERAO will provide an appropriate remedy, which may include:

• A replacement at no additional product or standard shipping cost.
• A refund to the original payment method.
• Another resolution required by applicable law.

An investigation may be necessary to distinguish a delayed shipment from a lost package.

Customers will not be required to wait indefinitely for an unresolved delivery issue. Any applicable legal delivery deadlines and remedies remain in effect.

Where non-delivery results from incorrect customer information, refusal of delivery, or failure to complete required customs procedures, eligibility for a complimentary replacement or refund may be limited as permitted by applicable law.

8. CUSTOMS DUTIES, IMPORT TAXES, AND REFUSED SHIPMENTS

SAMERAO offers free standard shipping on all orders to the United States and Canada.

However, free shipping does not necessarily include import duties, customs clearance charges, brokerage fees, or other applicable government-imposed charges.

Unless expressly stated otherwise at checkout, import-related charges not collected by SAMERAO may be the responsibility of the recipient, subject to applicable law.

Customers may be required to provide documents, cooperate with customs authorities, or pay applicable import charges before delivery.

If a customer refuses to pay properly disclosed and legally applicable customs charges, refuses delivery, or fails to cooperate with customs clearance procedures, the shipment may be delayed, held, returned, or otherwise processed by the carrier or customs authorities.

Where the resulting loss or additional expense is attributable to the customer's refusal or failure to cooperate, a complimentary replacement or refund may not be available, subject to applicable law.

Reasonable additional charges for storage, return transportation, or redelivery may be the customer's responsibility where legally permitted.

If customs charges arise because of an error attributable to SAMERAO or its fulfillment partners, we will review the circumstances and provide any remedy required by applicable law.

9. ORDER CANCELLATIONS AND CHANGES

If you need to cancel or modify an order, contact support@samerao.com as soon as possible.

Our production partner normally aims to produce and dispatch orders within approximately 48 hours after payment confirmation, although actual processing times may vary.

Before production begins

A cancellation may be possible with a full refund of the amount paid to SAMERAO.

After production begins but before shipment

Cancellation may no longer be possible because production costs may already have been incurred.

Where cancellation is permitted, any applicable deduction for production-related costs will only be made if it has been properly disclosed and is permitted by applicable law.

After shipment

Orders generally cannot be canceled through the ordinary cancellation process. Refunds, replacements, or other remedies will be evaluated under this policy and applicable consumer protection laws.

The made-to-order nature of our products does not exclude any mandatory cancellation or refund rights.

10. SHIPPING DELAYS

Our estimated total delivery time is 5–14 business days, including production and shipping.

This timeframe is an estimate, not a guaranteed delivery date.

Delays may occur because of production requirements, quality control, carrier disruptions, customs processing, severe weather, public holidays, or other circumstances beyond our reasonable control.

If an order is significantly delayed, customers should contact SAMERAO so we can investigate.

A delay does not automatically qualify a package as lost. However, customers retain any rights to cancellation, refund, replacement, or other remedies arising under applicable law.

11. REFUND PROCESSING

Approved refunds will be issued to the original payment method used for the purchase.

Once SAMERAO processes a refund, additional time may be required by the customer's bank, credit card issuer, or payment provider before the funds appear.

Because SAMERAO provides free standard shipping, no standard shipping fee will be deducted from an approved refund.

Any separate, properly disclosed charges resulting from customer-requested redelivery, incorrect shipping information, or customs-related issues will be handled according to this policy and applicable law.

12. MULTIPLE SHIPMENTS

Orders containing multiple products may be delivered in separate packages due to production schedules or logistical requirements.

Customers will not be charged additional standard shipping fees for split shipments.

If an item from a multi-item order is missing, damaged, or incorrect, SAMERAO will investigate the affected item and provide an appropriate remedy.

13. MADE-TO-ORDER ACKNOWLEDGEMENT

By placing an order with SAMERAO, customers acknowledge that:

• Products are generally made to order after payment confirmation.
• Product details, sizes, colors, and delivery information should be carefully reviewed before checkout.
• Returns or exchanges based solely on customer preference or selection errors are generally not accepted.
• Qualifying defects, incorrect products, and verified delivery issues may be eligible for remedies.
• Free standard shipping applies to all orders shipped to the United States and Canada.
• Additional customs-related charges may apply as described in this policy.

This acknowledgement does not waive or restrict any mandatory consumer protection rights.

14. APPLICABLE CONSUMER RIGHTS

Nothing in this policy limits, excludes, or overrides any rights or remedies that customers may have under applicable federal, state, provincial, territorial, or other consumer protection laws.

If any provision of this policy conflicts with mandatory applicable law, the applicable legal requirement will prevail.

15. CONTACT INFORMATION

For questions about returns, refunds, replacements, cancellations, or delivery-related issues, please contact:

SAMERAO

Email: support@samerao.com

Website: https://www.samerao.com

Please include your order number and relevant supporting information so we can investigate your request efficiently.