Return and Refund

Last Updated: July 12, 2026

Thank you for shopping at Cusprint, operated by Hong Kong Primadawn Group Limited. We take great pride in our craftsmanship and quality control. Because our products are custom-made to your exact specifications and unique designs, our return and refund guidelines differ from standard retail stores.

Please review our policy below regarding how we handle errors, damages, and refunds.

1. Custom Products & Order Cancellations

  • The Custom Printing Nature: All products sold on Cusprint are uniquely printed with user-submitted files. Consequently, we cannot accept returns, modifications, or refunds for "change of mind," ordering incorrect sizes/quantities, or file submission errors (e.g., low-resolution uploads, spelling mistakes present in your original artwork).

  • Order Cancellations: You may cancel an order only if it has not yet entered our production queue. Because our production window begins quickly, cancellation requests must be sent to support@cusprint.com within 2 hours of placing your order. Once production has started (normally lasting 7–10 days), orders cannot be canceled or modified.

2. Issues Covered Under This Policy

We want you to love your custom merchandise. We will gladly rectify any issues if the product arrives and suffers from:

  • Manufacturing Defects: Issues with structural materials, seams, or hardware.

  • Printing Faults: Severe color deviations outside industry standards, misalignments, or blurred prints not caused by poor file quality.

  • Transit Damage: Items severely broken or damaged during delivery.

  • Incorrect Items: Receiving a different product, size, or design than what was displayed on your final order confirmation.

3. How to Report an Issue (Claims Process)

If your order arrives with a qualifying defect or error, you must notify us within 7 calendar days of verified tracking delivery:

  1. Send an email to support@cusprint.com.

  2. Include your Order Number in the subject line.

  3. Provide a clear description of the issue.

  4. Attach high-resolution photos or video clips clearly showing the defect, alongside a photo of the shipping label on the original packaging.

Please do not return items back to our Hong Kong registered office address or production hubs without prior written authorization from our support team.

4. Resolution Options

For confirmed quality issues verified by our inspection team, you may choose one of the following options:

  • Reprint of the affected items at no extra cost to you (shipped with priority queueing).

  • Full or partial refund sent back to your original payment method.

  • CusPoints™ equal to the affected product’s value, credited to your account for immediate use on future orders.

5. Refund Processing Timeline

Once a refund or partial refund is officially approved by our customer support team:

  • The refund will be issued via our Shopify infrastructure.

  • Refunds are processed within 3–5 business days after approval.

  • The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal, Stripe).

Note on Banking Delays: While we release funds within 3–5 business days, please note that your bank or credit card issuer may take an additional few days to post the transaction to your statement.

6. Contact Our Legal & Support Team

For any questions regarding your order quality, disputes, or to submit a return claim, please contact our administrative team:

  • Company Name: Hong Kong Primadawn Group Limited

  • Brand: Cusprint

  • Support Email: support@cusprint.com

  • Registered Address: RM 1002, 10/F Easey Commercial Building, 251 Hennessy Road, Wan Chai, Hong Kong Island, Hong Kong