Custom Design Product Policy

📌 Overview & Scope

CapHanu Enterprise may offer custom design products that are created, printed, engraved, personalized, stitched, assembled, packaged, digitally prepared, or manufactured according to customer-provided details. These products may include photo gifts, custom T-shirts, mugs, mobile covers, frames, business branding products, uniforms, printed stationery, customized accessories, name-based products, logo-based products, digital design files, and other made-to-order items.

Because custom products are made specifically for one customer, they are different from regular ready-stock products. Once work starts, the product may not be resold to another customer. For this reason, cancellation, return, refund, and exchange rules are stricter for custom design products.

🎨 What Counts as a Custom Design Product?

A product may be treated as custom, personalized, or made-to-order if it is prepared according to customer-specific details, even if the base product is a standard product. Customization may be small or large, but if customer-specific work is involved, this policy applies.

Custom product status may apply to physical products, digital products, print products, design services, B2B branding, wholesale customization, seller branding, packaging customization, or any other product where customer instructions are used.

📤 Customer Uploads, Files & Instructions

Customers are responsible for providing correct, complete, clear, and legally usable files and instructions. This includes images, names, text, logos, spelling, language, numbers, sizes, colors, design placement, layout preference, product variation, material choice, and any other order-specific detail.

• Uploaded images should be clear, high-resolution, properly cropped, and suitable for printing.
• Text, names, dates, mobile numbers, business details, and spellings must be checked by the customer before submission.
• Logo files should preferably be in high-quality PNG, SVG, PDF, AI, EPS, or high-resolution format where required.
• Low-quality screenshots, compressed WhatsApp images, blurry photos, dark images, or small-size images may reduce print quality.
• Customer should provide instructions clearly. Vague instructions may be interpreted by the design/production team according to best effort.
• If the customer submits multiple versions or conflicting instructions, CapHanu Enterprise may request clarification and production may be delayed.

CapHanu Enterprise may resize, crop, compress, clean, align, or adjust uploaded files for production feasibility. Such adjustments are made for practical output and do not guarantee exact screen-to-product match.

🖼️ File Quality, Resolution & Color Limitations

Final print quality depends heavily on the quality of the file provided by the customer. If the original file is low quality, blurred, pixelated, dark, overexposed, cropped, watermarked, or taken from a screenshot, the final output may also appear low quality.

CapHanu Enterprise may guide customers about quality issues, but if the customer approves or proceeds with low-quality files, final output complaints related to file quality may not qualify for refund or replacement.

✅ Design Preview, Approval & Revision Rules

Where applicable, CapHanu Enterprise may provide a digital preview, mockup, sample layout, proof image, or design confirmation before production. The preview is meant to help customers check text, placement, layout, photo, logo, size, and design direction. Once the customer approves the design or order is confirmed for production, changes may not be possible.

• Customer must check spelling, grammar, names, dates, phone numbers, logo, photo crop, orientation, size, color preference, and design placement before approval.
• Minor layout adjustment may be done by the design team for production feasibility.
• Free revisions, if offered, may be limited in number and may not include complete redesign.
• Major changes after approval may require extra charges and may delay dispatch.
• If customer does not respond to approval request within a reasonable time, order may be delayed, cancelled, or processed based on available instructions depending on the case.

Approval through website, WhatsApp, email, chat, call confirmation, uploaded final file, written instruction, or order confirmation may be treated as customer approval.

🖨️ Production, Print & Material Variations

Custom products are made using physical materials, printing methods, heat press, sublimation, vinyl, embroidery, laser, UV print, screen print, digital print, manual finishing, or other production methods. Because of this, minor variations may occur.

• Print color may differ slightly from screen color due to monitor/mobile brightness, RGB/CMYK conversion, material surface, ink, heat, light, and production method.
• Print placement may vary slightly due to product shape, stitching, surface curve, manual setup, or machine tolerance.
• Product size may have standard manufacturing tolerance.
• Fabric texture, material finish, mug coating, cover shape, paper thickness, or accessory design may vary by batch.
• Very small text, thin lines, fine details, low contrast images, or transparent effects may not print exactly like screen preview.
• Packaging may differ depending on product size, courier safety, batch, or availability.

Minor differences in shade, alignment, proportion, texture, material feel, or print output do not automatically qualify as defect unless the product is materially different from the approved design or has a major production fault.

⏱️ Production Timeline & Delivery

Custom design products generally require extra time compared to ready-stock products. Timeline may include design review, file checking, customer approval, printing, production, drying/curing, finishing, quality check, packing, and shipping.

• Normal custom products may take additional processing time depending on product type and workload.
• Bulk, B2B, wholesale, event, corporate, or special design orders may require longer timelines.
• Delay may occur if customer approval is pending, file quality is poor, design clarification is required, payment is pending, or material is unavailable.
• Festival season, high order volume, courier delay, power/machine issue, seller delay, or force majeure may affect dispatch.
• Delivery timeline begins after dispatch, not from design approval alone.

Estimated delivery dates for custom products are practical estimates and not guaranteed promises. Customers should order early for birthdays, events, festivals, campaigns, corporate gifting, or urgent requirements.

🚫 Cancellation, Return, Refund & Exchange

Custom design products are usually non-cancellable, non-returnable, and non-refundable once design work, production, printing, procurement, customization, or processing begins. This is because the product is made specifically for the customer and cannot usually be resold.

Return, refund, replacement, or reprint may be considered only if there is a verified major production defect, wrong item, damaged delivery, incorrect approved design printed by our side, missing item, or material difference from confirmed order. Customer-provided mistakes, low-quality file issues, wrong spelling submitted by customer, wrong size selection, or change of mind are not eligible for standard refund.

📷 Damage, Wrong Product & Defect Claims

If a custom product is received damaged, wrong, incomplete, or with major production fault, the customer must raise a complaint within the applicable time window mentioned in the Return & Refund Policy. Clear proof is required.

• Clear unboxing video should start before opening the parcel and show the full package, label, product, and issue.
• Photos should clearly show the defect, print issue, damaged area, missing part, or wrong item.
• Customer must keep packaging, tags, invoice, accessories, and product unused until review is complete.
• Used, washed, altered, repaired, damaged after delivery, or mishandled products may not qualify.
• If the defect is verified, CapHanu Enterprise may offer reprint, replacement, repair, partial refund, wallet credit, store credit, or other resolution.

Claims without proper proof may be rejected where evidence is necessary to verify the issue.

©️ Copyright, Trademark & Content Rights

Customers are responsible for ensuring they have the legal right to use any image, logo, artwork, photo, design, text, brand name, character, trademark, celebrity image, business mark, or copyrighted content uploaded or requested for customization.

• Do not upload copyrighted, trademarked, celebrity, brand, sports team, movie, cartoon, music, or third-party content unless you have permission.
• Do not upload illegal, abusive, hateful, defamatory, obscene, violent, misleading, politically unlawful, religiously offensive, or harmful content.
• Do not upload private images or personal data of another person without consent.
• For business logos, customer confirms they own or are authorized to use that logo for printing.
• Customer agrees to indemnify CapHanu Enterprise for claims arising from unauthorized content supplied by customer.

CapHanu Enterprise may refuse, cancel, block, remove, or reject any custom order that appears illegal, infringing, offensive, unsafe, fake, misleading, or against platform policy. We are not obligated to print every submitted design.

🔒 Privacy, File Storage & Customer Data

Customer-uploaded photos, logos, artwork, instructions, and design files may be used to process the custom order, create preview, manufacture product, provide support, resolve disputes, prevent fraud, maintain records, and improve service quality.

• Files may be shared internally with design, production, seller, print partner, or support team where needed to complete the order.
• For seller/partner fulfilled custom products, necessary files may be shared with the responsible seller or production partner.
• Files may be retained for limited business, support, dispute, audit, or reorder purpose according to privacy practices.
• Customers should avoid uploading unnecessary sensitive personal documents or private content not needed for the order.

Customer data and uploaded content are handled according to our Privacy Policy. However, no digital transmission or storage method can be guaranteed fully risk-free.

🏪 Seller / Partner Custom Product Responsibility

Some custom design products may be fulfilled by marketplace sellers, printing partners, manufacturers, or service providers. In such cases, the seller or partner may be responsible for production quality, material, packing, dispatch, invoice, design execution, and order-specific terms.

• Sellers must follow approved design and order details.
• Sellers must not misuse customer-uploaded content.
• Sellers must pack custom products safely and dispatch within committed timeline.
• Seller-caused wrong print, wrong product, major defect, or delayed dispatch may lead to seller penalty or payout adjustment.
• CapHanu Enterprise may intervene for customer protection where seller response is delayed or unfair.

🏢 B2B, Wholesale, Corporate & Bulk Custom Orders

Bulk custom orders, corporate gifting, reseller printing, event merchandise, uniforms, packaging, labels, business stationery, promotional material, and wholesale custom products may require special quotation, advance payment, sample approval, production schedule, batch proof, and separate commercial terms.

• Advance payment or full payment may be required before design/production starts.
• Sample approval may be required before bulk production.
• Bulk production may have batch-wise color, placement, material, and size tolerance.
• After production starts, cancellation may not be allowed or charges may apply.
• Bulk defect claims may require batch inspection, sample comparison, photos, videos, and delivery proof.
• Partial replacement, rework, credit note, store credit, or negotiated resolution may be offered for verified defective units.

👛 Wallet, CapCoin, Coupon & Promotional Benefits

Custom product orders may or may not be eligible for coupons, CapCoins, wallet offers, cashback-style benefits, referral rewards, affiliate rewards, free shipping, or promotional campaigns. Offer eligibility depends on product type, order value, campaign rules, and platform decision.

• If a custom order is cancelled before production and refund is approved, wallet/coupon/CapCoin benefits may be reversed or adjusted.
• If a reprint/replacement is provided, promotional benefits may not be issued again.
• If order is refunded due to verified issue, earned CapCoins, referral benefits, or affiliate commission linked to that order may be reversed.
• Offer misuse, fake custom orders, self-referral orders, or abnormal order behavior may lead to benefit reversal and account review.

⚠️ No Exact Match Guarantee

Custom product previews are digital representations. Final physical product may not be a 100% exact match due to print method, material, color profile, lighting, production equipment, screen display, product shape, surface texture, and manual finishing.

• Exact color matching is not guaranteed unless a written professional color-matching service is specifically agreed.
• Exact placement may vary slightly within practical production tolerance.
• Exact size and finish may vary according to manufacturing tolerance.
• Preview mockup may show approximate placement and scale.
• Handmade, manual, or material-based products may have natural variations.

Customer should not expect screen-perfect output unless specifically confirmed in writing for a professional custom project.

🧑 Customer Responsibility

Customer cooperation is important for successful custom product delivery. Customer is responsible for checking details, giving timely approval, providing usable files, responding to support, and understanding custom product limitations.

• Check all names, spellings, dates, numbers, design placement, image crop, size, quantity, and color before approval.
• Upload original high-quality files where possible.
• Provide legal and authorized content only.
• Reply quickly if design team asks for clarification.
• Understand that production may take additional time.
• Do not approve a design if any detail is incorrect.
• Keep delivery proof and unboxing video for damage/wrong item claims.

⚖️ CapHanu Enterprise Rights

CapHanu Enterprise reserves the right to accept, reject, pause, modify, review, cancel, or refuse any custom design order if it violates platform policy, appears illegal, includes unauthorized content, contains offensive material, is technically not feasible, has poor file quality, creates production risk, or may harm the platform, seller, partner, customer, or third party.

We may request additional proof, ownership confirmation, better files, design clarification, advance payment, sample approval, or written confirmation before proceeding. We may also update this policy from time to time based on product category, legal requirements, seller needs, production process, fraud prevention, and customer support improvements.

🔄 Policy Updates

CapHanu Enterprise may update this Custom Design Product Policy due to changes in printing process, product categories, seller operations, legal requirements, platform features, privacy practices, customer support process, or business requirements.

Updated versions will be published on this page with the latest update date. Continued use of custom product services after updates means the customer acknowledges the revised policy.

📩 Contact & Support

For custom design product questions, file quality help, design approval, order status, bulk custom quotation, copyright concerns, wrong print claim, damage claim, or custom product support, contact official CapHanu Enterprise support channels with order ID and complete details.

Please do not share OTP, password, UPI PIN, card details, or unnecessary sensitive personal documents. Share custom design files only through official CapHanu Enterprise channels.