Refund policy
Returns
We offer a 14-day return policy on eligible, non-custom products. You have 14 days after receiving your order to request a return.
To be eligible for a return, your item must be in the same condition in which you received it: unused, unworn where applicable, and in its original packaging. You will also need your receipt or other proof of purchase.
To request a return, contact us at contact@cadesol.com.
If your return is approved, we will provide instructions on where and how to send your item. Customers are responsible for return shipping costs for standard returns. Items returned without first requesting and receiving return authorization will not be accepted.
Original shipping charges are non-refundable unless the return is the result of a TERV error, defective product, or item damaged in transit.
You can contact us at contact@cadesol.com with any return questions.
Custom, Personalized & Made-to-Order Products
Many TERV products are designed, customized, personalized, or produced specifically for each customer. Because these products cannot generally be resold, custom, personalized, special-order, and made-to-order products are final sale and are not eligible for return or exchange due to a change of mind, preference, sizing selection, color selection, or other customer-selected customization.
Examples may include, but are not limited to:
- Personalized products
- Custom trading cards
- Custom chains and necklaces
- Products featuring names, numbers, logos, photos, teams, schools, organizations, or other customer-requested content
- Custom colors, designs, dimensions, or configurations
- Special-order or one-of-a-kind products
Final-sale status does not affect our commitment to correct products that arrive damaged, defective, materially different from what was ordered, or incorrectly produced by TERV.
Cancellations
Orders may be eligible for cancellation within 1 hour of purchase, provided production or fulfillment has not already begun.
Because many TERV products are made to order, custom orders may enter production shortly after purchase. Once production has started, a custom or personalized order generally cannot be canceled.
If you need to cancel or correct an order, contact us as soon as possible at contact@cadesol.com. We will make a reasonable effort to accommodate your request, but cancellation is not guaranteed after production or fulfillment has begun.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, materially different from what you ordered, or you received the wrong item, contact us as soon as possible at contact@cadesol.com with your order information and photos showing the issue.
We will review the issue and work with you to make it right. Depending on the circumstances, this may include repair, replacement, re-production, store credit, or a refund.
If the issue resulted from an error by TERV or damage during shipment, we will not require you to pay return shipping when a return is necessary.
Customer-Provided Information & Customization
Customers are responsible for reviewing and providing accurate customization information, including names, spelling, numbers, colors, images, logos, sizing selections, and other requested details.
TERV is not responsible for errors resulting from incorrect information supplied or approved by the customer.
If we provide a digital proof or design approval before production, it is the customer's responsibility to review the proof carefully. Once a proof has been approved and production begins, changes may not be possible.
Non-Returnable Items
In addition to custom and personalized products, we do not accept returns on:
- Gift cards
- Clearance or items specifically marked Final Sale
- Products that have been used, altered, damaged after delivery, or returned in a condition different from how they were received
Please contact us if you have questions about whether a specific product is eligible for return.
Exchanges
We do not currently process direct exchanges.
For an eligible non-custom product, the fastest way to receive a different item is to request a return for the original product. Once the return is approved, you may place a separate order for the replacement item.
Custom and personalized products are not eligible for exchange unless there is a defect, production error, or other issue attributable to TERV.
Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days. Your bank or credit card provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at contact@cadesol.com.