Refund & Return Policy
Last Updated: November 11, 2026
Small-Batch Custom Craftsmanship
At BM2 Sipware, every product is printed on demand with small-batch precision. Because our products are custom-made specifically for your order, we do not offer returns, exchanges, or refunds for change of mind or incorrect item selection.
However, if your order arrives damaged, defective, or gets lost during transit, we are fully committed to making it right.
1. Damaged or Defective Products
Despite strict quality checks, products can occasionally be damaged in transit due to courier mishandling. If you receive a misprinted, chipped, or damaged item:
Timeframe
You must submit a replacement or refund request within 7 days of delivery. Requests submitted after 7 days will incur standard reprinting and reshipping charges.
Required Proof of Defect
You must provide clear visual evidence to process a claim:
- An unboxing video showing the unopened package, the shipping label, and the product being removed.
- Clear photos of the damaged/defective product and the original packaging.
Resolution
- Replacements: Once approved, a replacement item will be printed and dispatched within 2–3 business days.
- Refunds: Approved refunds will be processed to your original payment method or issued as store credit within 2–3 business days.
2. Careful Unboxing Requirement
Please handle your parcel with care when opening it. Damages caused by scissors, knives, or sharp instruments during unboxing are not eligible for replacement or refund unless:
- A complete, unedited unboxing video clearly shows the damage occurring prior to opening.
- Photos of the outer courier packaging/cover are provided.
3. Package Damage at Time of Delivery
If the parcel appears visibly crushed, torn, or damaged upon delivery:
- Request the courier delivery agent to add a formal remark noting the package damage in their handheld terminal or delivery sheet before signing.
- Take photos of the outer box before opening it to expedite your replacement claim with courier partners.
4. Lost in Transit & Shipping Delays
A. Lost Shipments
If a package is officially confirmed as "Lost in Transit" by our logistics partners, BM2 Sipware will immediately issue a full replacement or refund.
B. Delivery Delays
If a shipment has not had a delivery attempt made within 15 days (Air) or 20 days (Surface), you may choose to:
- Have a replacement produced and shipped at no extra charge.
- Receive a full refund for the affected order.
5. Return & Replacement Workflow
When a legitimate return or replacement claim is submitted, here is how the process works:
Customer Submits Claim
Includes video & photo proof within 7 days of delivery.
Claim Inspection & Approval
Reviewed and approved within 24–48 hours by support.
Courier Pickup / Replacement Dispatch
Item picked up or fresh print initiated immediately.
Quality Verification
Returned item received & checked at our facility.
Resolution Issued
Replacement Shipped (2-3 days) OR Refund Granted (2-3 days).
6. Important Return Considerations
Custom Return Address
All returns are handled directly through our centralized fulfillment infrastructure. Custom or third-party return addresses are not supported by logistics partners.
Address Accuracy
Ensure your full shipping address and contact number are accurate at checkout. Packages lost or misdirected due to incorrect buyer address details are not eligible for free reshipping or refunds.
7. How to File a Claim
To report an issue with your order, please contact our support team with your Order ID, Unboxing Video, and Photos: