Refund policy
Last updated: July 30, 2026
1. General
At Official Starter Packs™ ("OSP™"), we are committed to providing high-quality custom products and delivering a professional customer experience.
This Policy outlines the terms and conditions governing cancellations, returns, exchanges, replacements, and refunds.
By placing an order with Official Starter Packs™, you agree to the terms set out below.
2. Custom Products
Most products offered by Official Starter Packs™ are custom-made based on the information, preferences, and files provided by the Customer.
Due to their personalized nature, these products are generally non-returnable, non-resalable, and non-refundable, except where required by applicable law or where an error is attributable to Official Starter Packs™.
3. Order Cancellation
An order may be canceled only before the creative or production process has begun.
Once the creation of the OSP™ Visual, production, printing, or any other manufacturing process has started, cancellation can no longer be guaranteed.
Depending on the stage of the order, administrative or design fees may be retained.
4. Artwork Approval
When your order includes an approval stage, it is your responsibility to carefully review all elements of the OSP™ Visual, including:
- names;
- spelling;
- colors;
- accessories;
- text;
- personalized information;
- and any other element appearing on the product.
Your approval confirms that all information is accurate.
After approval has been given, Official Starter Packs™ cannot be held responsible for errors that could have been identified prior to production.
5. Damaged or Defective Products
If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery.
Your request must include:
- your order number;
- a description of the issue;
- photographs clearly showing the problem.
After reviewing your request, we may, depending on the circumstances:
- replace the product;
- remake the product;
- issue a full or partial refund;
- offer another reasonable solution.
6. Customer Errors
Official Starter Packs™ shall not be responsible for errors resulting from, including but not limited to:
- incorrect information provided by the Customer;
- spelling mistakes;
- incorrect color selections;
- low-quality files;
- blurry photographs;
- approval given by the Customer before production.
In such cases, no refund will be issued.
7. Errors Attributable to Official Starter Packs™
If an error is directly attributable to Official Starter Packs™ and the delivered product does not match the approved order, we will take appropriate measures to correct the situation.
Depending on the circumstances, we may:
- remake the product;
- replace the product;
- issue a full or partial refund;
- offer any other reasonable solution.
8. Refunds
When a refund is approved, it will be issued using the same payment method used for the original purchase, unless another method has been agreed upon by both parties.
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 shipping carrier to assess the situation.
Depending on the circumstances, a replacement, reshipment, or another appropriate solution may be offered.
10. Unclaimed Shipments
If a package is returned to Official Starter Packs™ due to an incomplete or incorrect address, refused delivery, or because it was not claimed within the required timeframe, the Customer may be responsible for the reshipping costs.
11. Chargebacks and Payment Disputes
Before initiating a chargeback or payment dispute with your financial institution, we encourage you to contact us so we may review your situation.
Fraudulent or abusive chargebacks may result in the suspension of our Services or the refusal of future orders.
12. Governing Law
This Policy shall be governed by the laws of the Province of Quebec and the applicable federal laws of Canada.
13. Contact Us
If you have any questions regarding this Return and Refund Policy, please contact us.
Official Starter Packs™