AFCultures Sale Policy

I. Order Policy

1. Quotation Validity Policy

AFCultures quoted price is valid for thirty (30) days from the date of the quotation. After this period, we may adjust the price based on factors such as material cost changes, shipping rate fluctuations, or expedited order requests. Any changes will be promptly communicated to the customer.

2. Leadtime

After the payment is made and mockup design is confirmed, the standard leadtime is 15-20 business days. For paid priority orders, the leadtime is 10-15 business days.

If a rush order is delayed due to delayed design confirmation from the Buyer or late payment of the remaining balance, the rush order fee will not be refunded, even if the order is received later than anticipated.

To ensure timely delivery, please inform us of your desired delivery date and complete all payments at your earliest convenience.

3. Order Confirmation

An order is officially confirmed when the customer completes payment & confirms the mockups, either by paying in full or making a deposit of 50% of the total quoted price.

The production will begin when the required payment & mockup confirmation are received.

4. Free Mock-up Changes

We always send a design mockup for your approval before production. During this period, you can adjust your designs for free. Please confirm sign specifications (e.g., dimensions, surface finish, LED color, UV print options) prior to production to avoid disputes.

Once approved, the Buyer may request mock-up adjustments (including: size, metal material, text, light mix) at no extra charge within one (01) day after the design approval.

After 1 day of design confirmation, which means the production process has begun, the mock-up can no longer be altered without incurring additional fees. Additional fees will be calculated and informed to the Buyer.

5. Mock-up Change Fee

After 1 day of design mockup confirmation, any further changes to the mock-up will incur a minimum fee of 10% of the total order value.

II. Cancellations

Once the design is approved, cancellations are not allowed as production begins immediately after your confirmation.

If a cancellation is requested during the design review process, before production starts, a non-refundable $30 design fee and a 5% two-way transaction fee (covering both the initial charge and refund processing by the payment gateway) will be deducted from the total amount. This fee covers the time and resources allocated to processing your order and making a design mock-up from the moment it was placed.

For more details, please refer to Section VI: Refund Policy.

III. Review policy

1. Review Period

The buyer has one (01) day from the time of receiving the video to review and confirm the product, as well as verify the shipping address.

During this period, the Buyer should carefully check the video and provide feedback or request adjustments if necessary.

The final product will closely resemble the approved design mock-up. If you notice any discrepancies, please inform us immediately so we can make prompt corrections

2. No Response

If we do not receive any feedback or response from the Buyer within one (01) day, we will proceed with packaging and shipping the product to the confirmed address.

3. Additional Changes

Any changes requested after the review period or adjustments needed due to new requirements or preferences, which differ from the original design mock-up, will incur an additional fee.

IV. Receipt & Claims policy

1. Upon Receipt of Goods

When receiving your package, it is required that you record a video of the unboxing process. We only process claims that we have videos. Please email us the unboxing video and pictures of the products with your order number to support@afcultures.com no more than 7 days from the received date, so we can assist you best.

2. Damaged Package Policy

If the shipping box appears damaged upon arrival, please follow these steps:

a. Record a Video:

Record a video showing the damaged packaging, including:

Clear footage of the package’s condition.

Seal condition.

Internal cushioning (e.g., bubble wrap, Styrofoam, cardboard dividers).

Any visible merchandise damage.

The placement of the merchandise inside the package.

Any unusual markings or labels (e.g., custom inspection, repackaging) on the box before opening.

b. Photo of Shipping Label:

Take a clear photo of the shipping label that shows the tracking number on the damaged package.

c. Proof Submission:

Send all the videos and photos proof to support@afcultures.com within 7 days of receiving the package.

d. File a Claim with Shipping Carrier:

In the meantime, the Buyer must contact the shipping company and file a claim to initiate an investigation into the damaged shipment.

e. Assistance from Us:

We will assist you in working with the shipping company to expedite the claims process. While waiting for the shipping carrier's compensation decision, we can remake the product for you. However, if the claim is denied due to missing documentation from the Buyer, the Buyer will be responsible for paying an additional fee for the remake and reshipping of the product.

f. Please Retain the Packaging

Please do not dispose of the damaged packaging. The shipping carrier may need to collect it as part of the investigation process.

3. Lost Package Policy

In the event of a lost package, please take the following steps:

a. Contact the Shipping Carrier:

Proactively reach out to the shipping carrier to file a claim. They can handle the investigation process more efficiently when initiated by the recipient.

b. Support for Lost Packages:

If the shipping carrier is unable to provide results within 15 business days of the investigation, we can assist in remaking the product for you.

However, if the claim investigation fails due to missing or incomplete information from the Buyer, the Buyer will be responsible for paying an additional fee to have the product remade and shipped again.

c. Wrong Address Shipments:

In the case of a package being delivered to the wrong address due to Buyer's misinformation, please contact the shipping carrier to arrange for address correction. We will also update the address from our side to assist with the process.

In the case of a package being delivered to the wrong address due to Seller's mistakes, we shall bear all the incurred costs and responsibility to deliver the package.

4. Force Majeure Policy

AFCultures shall not be held liable for any delays, damage, or failure in performance caused by events beyond its reasonable control, including but not limited to:

Natural disasters (e.g., floods, earthquakes, storms, fires)

Shipping disruptions due to weather, customs, or logistics breakdowns

Acts of war, terrorism, civil unrest, or labor strikes

Power outages or government-imposed restrictions

Cracking or breakage of acrylic surfaces during transit due to unforeseen impact

In such events, AFCultures will make reasonable efforts to mitigate the effects and maintain communication with the customer. However, no compensation or refund shall be provided under force majeure circumstances.

V. Returns & Exchanges Policy

Products that match the approved design mock-up and the finished product video are not eligible for return or exchange. Prior to receiving your product, there are two review processes: the design approval and the finished product video. Please ensure you carefully check both stages.

We do NOT accept returns, or exchange all of our products. as all items are made by order and customized according to the customer's specifications. We only provide support for remaking products in cases of damage due to technical errors that cannot be corrected, incorrect colors or finishes compared to the approved design,.. For more details, see replacement policy.

VI. Refund Policy

Refunds are only granted under the following conditions:

1. Before Production

A refund may be issued if the customer requests to cancel the order before production begins. In such cases, a non-refundable $30 design fee and a 5% two-way transaction fee (which covers both the initial payment processing and the refund fee charged by the payment gateway) will be deducted from the total amount. This fee covers the time and resources allocated to processing your order and making a design mock-up from the moment it was placed.

2. During Order Confirmation

If the customer does not respond for more than 21 days after payment, AFCultures reserves the right to automatically cancel the order and issue a partial refund, deducting:

- $30 of Design service fees

- 5% of order for the payment gateway transaction fees (two-way)

In such cases, the customer may reuse the design in a future order with discounted design fees.

3. Post-Delivery & Special Cases

A refund for unsatisfied/defective products can only be applied when you provide a video as proof.

We may refund you partially, or fully refund, depending on each case. If you have any problems with the product immediately after receiving it, please contact support@afcultures.com for refund approval. Once the refund is approved, a refund will automatically be applied to your credit card or original method of payment. Typically between 3-5 business days depending on your account holder’s processing.

a. Cases of Color or Light Discrepancies Compared to Approved Design

It is essential to carefully review your design artwork before approval, specifically in regard to paint color, details, light colors.

Paint Color:
Please note that all signage is custom-painted based on designs approved by the customer prior to production. Be aware that the colors shown in your artwork proof may not be exact, as colors can vary across different screens, printers, and materials. For an accurate color match, please specify a Pantone (PMS) color before approving the artwork proof.
Alternatively, we can send you a sample paint chart first for an additional shipping fee of $100, which you will cover. If you choose not to request a paint sample, we are not responsible for any slight color differences that may occur. We may assist with paint color adjustments only if you request changes after reviewing a video of the completed product and before the sign is shipped. However, once the sign has been delivered, no refunds will be issued due to paint color discrepancies.

Light Color:
Please note that there may be slight variations in light colors displayed in the design artwork compared to real-life conditions and the actual product video. We will only issue refunds if the light color is incorrectly rendered from one color to another or if the wrong type of light is used. To avoid confusion with similar shades (such as purple and pink or cyan and blue), please check carefully and confirm with us.
Additionally, there may be small details that cannot attach light wires or where the color light fades and are overwhelmed by other stronger color lights nearby, so it can't display clearly. We will inform you of such issues during production, and we appreciate your understanding.

Surface:
Please confirm the surface material and its finished surface before production if you have any questions. Specifically, for products with UV-printed surfaces, we will not issue refunds for claims that the surface appears dark or details are unclear, as this is a characteristic of the product. To prevent UV-printed details from appearing blurry, please send us your design files with high resolution to ensure the sharpest print. The UV surface may appear darker when backlit due to shadowing effects; therefore, please hang it in a well-lit area to enhance visibility. We will only refund if we use a different surface material than what was approved in your design mockup.

Size:
Please confirm the exact size of your sign before approving the design, including both the height and width, to avoid any miscommunication. Normally, our size is based on the largest length of the sign, while the other length will based on the ratio of your logo (could be height or width).

b. Case of Wrong Spelling

Please double-check all spelling before approving the design and reviewing the finished product video. Once the product has been delivered, it means it has passed through two approval checkpoints by you. Therefore, we can only offer partial refunds or remake the item with the correct spelling for a small shipping fee that you will cover.

c. Case of Late Delivery

Please refer to the Leadtime section above. If a rush order is delayed due to delayed design confirmation from the Buyer or late payment of the remaining balance, the rush order fee will not be refunded, even if the order is received later than anticipated.

d. Refund Policy for Additional Accessories or Repair Costs

For signs that meet warranty conditions, we will reimburse you for any expenses incurred in purchasing additional accessories or repair costs necessary to make the sign operational, provided the issue is due to a manufacturing defect.

To qualify for a refund, please submit the receipt for the accessories or repairs, ensuring that the purchases and repairs adhere to our provided instruction.

VII. Replacements

We are dedicated to ensuring your complete satisfaction with our custom signage. If you receive a sign that is damaged, defective, or differs from your approved design, we will provide a replacement under the following conditions:

1. Eligibility for Replacement

The sign must qualify for replacement, be within the warranty period, and meet the required criteria for warranty coverage.

A video documenting the damage and the unboxing process must be submitted as evidence.

The sign must remain unaltered and in its original condition

2. Conditions for Replacement

If the issue arises from incorrect approvals, including color discrepancies or spelling errors, the customer will be responsible for the cost of the shipping fee for the replacement.

If the sign is damaged beyond repair due to a manufacturing defect, we will provide a full remake of the sign. However, before deciding to remake, we will guide you on some repair methods, check for issues, and suggest alternative solutions. If we determine that the issue is indeed due to manufacturing and cannot be resolved otherwise, we will proceed with the remake.

If any piece or detail is missing due to a production error, we will remake that specific part at no additional cost.

3. Process for Replacement

To initiate a replacement, please contact us at support@afcultures.com with your order details and video proof of the issue.

Upon approval, we will process the replacement and inform you of any additional costs if applicable.

We appreciate your understanding and are committed to ensuring your satisfaction with our products.

VIII. Warranty

For Led backlit metal sign:

We offer a 1-year warranty for LED lights and a 2-year warranty for metal parts counting from the date of shipping.

For Dimensional 3D sign:

We offer a 2-year warranty counting from the date of shipping covering manufacturing defects that affect the light function of sign, including issues with materials, power transformers, light strips, warping due to manufacturing defects.

1. Warranty Conditions

All warranties apply only to signs used under normal conditions and installed according to our Usage & Installation Guidelines.

A video showing the issue must be submitted as proof, and the signage must not be manipulated or altered in any way.

Usage & Installation Guidelines:

- The sign must be installed in the appropriate location, and hung according to the provided instruction. We recommend turning off the signage after 10 hours of continuous use and allowing it to rest for a few hours before turning it back on.

- Please store the power unit in a dry location, suitable temperature (65°F to 75°F) with sufficient air ventilation, as it operates at a high temperature. Do not store the power unit inside your wall, as this may lead to overheating and potential failures. We will not be responsible for any fire accidents or damage to your property resulting from this issue. Even with waterproof power units, do not expose them directly to rain or sunlight for long hours.

- The sign must not be altered, modified, or installed using third-party, unapproved components.

2. Exclusions from Warrant Coverage

Third-party components

Damage resulting from improper use, impact, or accidental mishandling, including drops, bumps, or collisions, is not covered under this warranty.

Signs placed outdoors without prior notice or weatherproofing from the step order confirmation.

The warranty does not cover any wear and tear or cosmetic changes (Examples: color changes due to environmental factors or cleaning products, peeling adhesive due to weather conditions,..) that do not impact the functionality of the sign.

3. Process for Warranty

We value safety above all else. If the proper function of your dimensional light sign has been compromised in any way (e.g., short circuit, fire hazard, etc.), we advise you to stop using it immediately and disconnect the power supply completely until it is safe to continue.

If you meet the criteria for the warranty and want to make a claim, you can submit a request via our email: support@afcultures.com. We’ll need a detailed explanation of the issue as well as some photographs and video proof of the issue. Make sure the photos are clear, including the current situation of the power transformer and all the jack connection.

If you aren’t an expert mechanic and aren’t sure of the problem, don’t panic, our team will investigate the issue thoroughly. One of our customer service teams will be in touch to discuss your claim and outline any further steps required. If any replacement parts or repairs are needed that aren’t covered by the warranty we’ll contact you with our recommendation.