Refund policy
Return and Refund Policy
Effective Date: January 4, 2026
Thank you for choosing Special Pie products. As our products are custom-made items, please read the following policy carefully before placing your order.
Custom Product Notice
Our hearing protection devices are custom-manufactured according to individual customer requirements. Once production begins, these products cannot be resold to other customers. Therefore, we do not accept returns or refunds except in cases of product quality issues.
Non-Returnable Situations
We can't accept returns or refunds in the following circumstances:
- Customer changes their mind or no longer needs the product
- Customer orders incorrect specifications or model (please verify carefully before ordering)
- Product does not meet customer expectations (non-quality related issues)
- Requests to modify custom engraving, logos, or other personalized content
Product Quality Guarantee
If you receive a product with any of the following quality issues, we will provide free repair or replacement service:
- Product does not function properly upon arrival
- Product has manufacturing defects or damage
Quality Issue Resolution Process
- Contact Us: Please contact us within 7 days of receiving the product via email at sales8@special314.com or WhatsApp at +86 189 2740 7516
- Provide Evidence: Please provide your order number, product photos, and a description of the issue
- Assessment: We will evaluate your case and provide a solution within 1-2 business days
-
Repair or Replacement: Depending on the specific situation, we will provide:
- Free shipping of repair parts
- Free replacement with a new product
Shipping Damage
If the product is damaged during shipping, please take photos immediately upon delivery and contact us. We will assist you in filing a claim with the shipping carrier or directly replace the product for you.
Contact Us
If you have any questions or need assistance, please contact us through the following channels:
- Email: sales8@special314.com
- Phone/WhatsApp: +86 189 2740 7516
- Working Hours: Daily 09:00 - 22:00 (Beijing Time, GMT+8)
We are committed to providing you with high-quality custom products and excellent after-sales service.