Return and Refund Policy
Last updated: July 30, 2026
1. General
At Official Starter Packs™ ("OSP™"), we are committed to providing high-quality customized Products and delivering a professional customer experience.
This Policy describes the terms and conditions governing cancellations, returns, exchanges, replacements, and refunds.
For the purposes of this Policy, any person purchasing a Product or Service from Official Starter Packs™ shall be referred to as the "Customer."
By placing an Order with Official Starter Packs™, the Customer agrees to the terms and conditions of this Policy.
2. Customized Products
The majority of the Products offered by Official Starter Packs™ are custom-made based on the information, preferences, and files provided by the Customer.
Due to their customized nature, these Products generally cannot be returned, resold, or refunded unless required by applicable law or where an error is directly attributable to Official Starter Packs™.
3. Order Cancellation
An Order may only be cancelled before the design or production process has begun.
Once the creation of the OSP™ Artwork, production, printing, or any other stage of manufacturing has commenced, cancellation can no longer be guaranteed.
Depending on the stage of the Order, administrative, design, or production fees may be retained.
4. Approval of the OSP™ Artwork
Where the Order includes an approval stage, it is the responsibility of the Customer to carefully review all elements of the OSP™ Artwork, including:
- names;
- spelling;
- colors;
- accessories;
- text;
- personalized information;
- any other element appearing on the Product.
The Customer's approval confirms that all information is accurate and meets their expectations.
Once such approval has been given, Official Starter Packs™ shall not be liable for any errors that could reasonably have been identified before production.
5. Damaged or Defective Product
If the Customer receives a Product that is damaged, defective, or does not conform to the approved Order, the Customer must contact us within seven (7) days of receiving the Product.
The request must include:
- the Order number;
- a detailed description of the issue;
- photographs allowing us to assess the situation.
Following our review, Official Starter Packs™ may, depending on the circumstances:
- replace the Product;
- remake the Product;
- issue a full or partial refund;
- propose any other solution deemed reasonable.
6. Errors Attributable to the Customer
Official Starter Packs™ shall not be liable for errors resulting from, including but not limited to:
- inaccurate information provided by the Customer;
- spelling mistakes;
- an incorrect color selection;
- a file of insufficient quality;
- a blurry or unsuitable photograph;
- approval of the OSP™ Artwork by the Customer prior to production.
In such circumstances, no refund shall be granted.
7. Errors Attributable to Official Starter Packs™
If an error is directly attributable to Official Starter Packs™ and the delivered Product does not correspond to the Order approved by the Customer, we will take the appropriate measures to correct the situation.
Depending on the circumstances, we may:
- remake the Product;
- replace the Product;
- issue a full or partial refund;
- propose any other solution deemed reasonable.
8. Refunds
Where a refund is authorized, it shall be issued using the same method of Payment originally used for the purchase, unless the Parties expressly agree to another method.
Processing times may vary depending on the Customer's financial institution.
9. Products Lost or Damaged During Shipping
If a package is lost or damaged during transit, Official Starter Packs™ will work with the Carrier to assess the situation.
Depending on the circumstances, we may:
- arrange for a replacement shipment;
- replace the Product;
- propose any other reasonable solution.
10. Unclaimed Products
If a package is returned to Official Starter Packs™ due to an incomplete or incorrect address, refusal of delivery, or because it was not claimed within the prescribed time, reshipping fees may be charged to the Customer.
11. Payment Disputes
Before initiating a payment dispute with their financial institution, the Customer is encouraged to contact us so that we may review the situation and, where possible, reach a mutually satisfactory resolution.
Any abusive, fraudulent, or bad-faith payment dispute may result in the suspension of our Services or the refusal of any future Order.
12. Governing Law
This Policy shall be governed by and construed in accordance with the laws of the Province of Québec and the applicable federal laws of Canada.
13. Contact Us
For any questions regarding this Policy, please contact us.
Official Starter Packs™