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Refund Policy

A legal disclaimer

At NATO, we take pride in delivering exceptional custom event branding solutions. Due to the personalized nature of our services, we have the following refund policy in place to ensure fairness and transparency for both parties.

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1. General Refund Guidelines

  • Custom Orders: All products and services are made-to-order based on client specifications. As such, we do not offer refunds for change of mind, design preferences, or cancellations after production has begun.

  • Exceptions: Refunds are only considered in the following cases:

    • Errors on Our Part: If the final product deviates from the approved design or contract terms.

    • Damaged Items: If goods arrive damaged due to our error or shipping carrier negligence (see Shipping Policy for details).

    • Late Delivery: If delays are caused by NATO and not agreed upon in advance.

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2. Refund Eligibility

  • Request Deadline: Refund requests must be submitted in writing via email to contact@natoart.com within 48 hours of delivery or service completion.

  • Required Documentation: Include the following in your request:

    • Order number or contract reference.

    • Photos or descriptions of the issue (e.g., damaged items, design errors).

    • Any relevant communication or proofs previously approved.

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3. Refund Process

  1. Submission: Email your refund request to contact@natoart.com with the subject line “Refund Request: [Order Number].”

  2. Review: We will review your request within 3–5 business days and may contact you for additional details.

  3. Resolution:

    • If approved, refunds will be issued via the original payment method within 7–10 business days.

    • Alternatively, we may offer a replacement, redesign, or credit (your choice) to resolve the issue promptly.

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4. Non-Refundable Services

  • Design Services: Fees for design work (e.g., concept development, revisions, mock-ups) are non-refundable once the project has commenced.

  • Shipping Costs: Original shipping fees are non-refundable unless the error was caused by NATO.

  • Expedited/Rush Orders: Additional fees for rush production or shipping are non-refundable.

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5. Client Responsibilities

  • Approvals: Clients are responsible for reviewing and approving proofs, mock-ups, and design concepts before production. Once approved, changes or cancellations are not eligible for refunds.

  • Communication: Delays caused by late client feedback, incomplete information, or unresponsiveness may affect deadlines and are not grounds for refunds.

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6. Dispute Resolution

If you disagree with our refund decision:

  1. Mediation: Contact us directly at contact@natoart.com to discuss alternative solutions.

  2. Documentation: We will provide evidence supporting our decision (e.g., approved proofs, contracts).

  3. Credit Option: If mediation fails, we may offer a partial credit toward future services as a gesture of goodwill.

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7. Contact Us

For refund requests or questions, please contact:

Note: This policy does not affect your statutory rights as a consumer under applicable law.

Refund Policy - the basics

Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased.

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