What should I do if the product I received is defective?
If the product you received is defective, report the defect with photos within 5 business days of receipt (Terms, Article 11). O-SEAN reviews the report and arranges a remake, exchange, refund or other appropriate action depending on the extent and cause of the defect.
Defects that are hard to find on receipt, or defects caused by O-SEAN's intent or gross negligence, are not excused just because the 5-business-day reporting period has passed.
What should I do if the quantity is short or a different product arrived?
If the quantity is short or a different product arrived, report the issue with photos or other supporting evidence within 5 business days of receipt. Check quantity, specs, damage and production quality as soon as the goods arrive.
When O-SEAN is at fault, such as a wrong delivery, O-SEAN verifies the issue and arranges a remake, exchange, refund or other necessary action.
Do you inspect before shipping?
Yes, O-SEAN checks quantity and print quality before shipping and does not ship goods that differ from the sample or approved mockup. After receiving the goods, also check quantity, specs, damage and production quality, and report any problem with photos within 5 business days (Terms, Article 11).
For event giveaways, ordering more than the needed quantity is the safe choice, to cover on-site damage or extra attendees.
Is a slight shift in print position or cut line a defect?
A shift in print position or cut line within the manufacturing tolerance for color, print position and size is not treated as a defect, and the tolerance follows the quote, product information or pre-production notice. Cut lines and trimming can shift slightly by the nature of the process, so avoid designs with borders aligned exactly to the cut line or text right at the edge.
If the difference exceeds the tolerance, report the difference with photos within 5 business days of receipt.
Can colors differ on a reorder or a large order?
Yes, colors can differ slightly on a reorder or a large order, even with the same file, depending on the production run or print method. Small and large runs sometimes use different print methods, and fabric or paper from different production batches can also differ.
For a series of merch that must match in color, order the series at once, or at the quote stage ask for the reorder to match the previous physical product.