To return a onthemark product: You must request an RMA (Return Merchandise Authorization) number before making a return. To obtain an RMA number simply email us at Customer Support and request an RMA number. Please be sure to let us know in your email the date of your purchase, what you would like to return and why you want to return it. The RMA number, once received, must be written in a conspicuous place on the outside of the return parcel.
What can be returned: Most of the items we sell can be returned if onthemark made a legitimate decorating mistake. All returns must be in their original packaging. Items to be returned must be in new condition. If there is any noticeable wear, the item(s) simply cannot be returned.
What cannot be returned: Items that have been customized and were decorated correctly in accordance with the order instructions and (or) art proof. No returns will be accepted after 30 days of receipt of purchase. Items that are not in their original packaging cannot be returned. Items with noticeable wear cannot be returned. Items must be in like new condition to be eligible for return.
Returns for refund: must be made within 30 days of receipt of purchase.
Returns for exchange or store credit: must be made within 30 days of receipt of purchase.
Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.
To return your items:
1. Contact Customer Support to obtain an RMA (Return Merchandise Authorization) number.
2. Write the RMA number in a conspicuous place on the outside of the return parcel.
3. We will e-mail you an RMA number along with the address of the appropriate factory to send your return.