Refund policy

Overview

At BirthdayRun, all products are custom-made to order, based on the design and information provided by each customer.

Because of the personalized nature of our products, this policy explains when refunds, returns, or replacements may apply.

1. Custom-Made Products (Important)

All medals, race bibs, and custom items are made specifically for you.

👉 Therefore:

  • All custom orders are final once design approval is given
  • We do not accept returns or offer refunds for:
    • Change of mind
    • Incorrect details submitted by the customer (e.g. names, dates, numbers)
    • Design preferences after approval
    • Delays caused by external shipping carriers

This is in line with consumer protection laws for personalized goods, which are exempt from standard return rights.

2. Design Approval & Customer Responsibility

Before production, you will receive a design proof for approval.

By approving the design, you confirm that:

  • All text, spelling, numbers, and details are correct
  • You accept the design layout and appearance
  • The product will be manufactured exactly as approved

👉 Once approved:

  • The order enters production
  • No changes, cancellations, or refunds can be made

3. Quality Guarantee & Defective Items

We stand behind the quality of our products.

If your order arrives:

  • Damaged
  • Defective
  • Significantly different from the approved design

👉 Please contact us within 5 days of delivery

Include:

  • Order number
  • Clear photos of the issue

After review, we may offer:

  • A free replacement, or
  • A partial or full refund, at our discretion

4. Shipping & Delivery

  • Production and delivery timelines are estimates, not guarantees
  • We are not responsible for delays caused by:
    • Shipping carriers
    • Customs processing
    • Incorrect address provided by the customer

👉 Such delays do not qualify for refunds or chargebacks

5. Order Changes & Cancellations

  • Orders can be modified or canceled before design approval
  • After approval, the order is locked into production and cannot be canceled

6. Chargebacks & Disputes

By placing an order, you agree to this policy.

👉 Customers agree not to initiate chargebacks for:

  • Approved custom designs
  • Production timelines within stated ranges
  • Shipping delays outside our control

In the case of a dispute, we will provide:

  • Design approval records
  • Order confirmations
  • Production and delivery evidence

7. Non-Custom Products (if applicable)

If non-custom items are offered:

  • Returns are accepted within 14 days of delivery
  • Items must be unused and in original condition

8. Contact Information

For all support requests:

📧 support@birthdayrun.com
🌐 www.birthdayrun.com