Refund policy
# Return & Refund Policy
**Last Updated:** [Insert Date]
Thank you for shopping with **Longhorn Customz LLC**. Because many of our products are custom-made or carefully assembled, please review our return and refund policy below.
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## 1) Returns
We accept returns on eligible items under the following conditions:
- Returns must be requested within **[14/30] days** of delivery
- Items must be **unused** and in **original condition**
- Customer is responsible for **return shipping costs**
To start a return, contact us at:
**longhorncustomz@gmail.com**
We will provide return instructions. Returns sent without approval may not be accepted.
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## 2) Non-Returnable Items
The following items are **not eligible for return**:
- Custom or made-to-order products (including custom light boxes and 3D printed parts)
- Personalized items
- Items that have been used, modified, or damaged after delivery
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## 3) Refunds
Once your return is received and inspected:
- Approved refunds will be issued to your original payment method
- Refunds will be processed within **3–7 business days** after approval
- Original shipping costs are **non-refundable**
If the returned item does not meet our return conditions, the refund may be denied.
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## 4) Damaged or Defective Items
If your item arrives damaged or defective, you must contact us within **48–72 hours** of delivery with:
- Your order number
- Photos of the item
- Photos of the packaging
We will evaluate the issue and may offer a replacement, repair, or refund depending on the situation.
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## 5) LED Strip & Light Product Warranty
We offer a **30-day limited warranty** on LED strips and light box products.
This warranty covers:
- Manufacturer defects
- Failure under normal use
### Warranty Conditions:
- The product must not be modified
- The issue must not be caused by improper installation or incorrect power supply
- **USB and power wiring must not be damaged upon arrival or during use**
If the **USB cable or power wiring is damaged**, the warranty may be **voided**
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## 6) What Is Not Covered Under Warranty
The warranty does **not** cover:
- Damage caused by incorrect voltage or power supply
- Improper wiring or installation
- Physical damage (cuts, burns, crushed parts, etc.)
- Water or weather damage outside product rating
- Normal wear and tear
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## 7) Exchanges
We do not guarantee exchanges. If you need a replacement, we recommend placing a new order once your return is approved (if eligible).
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## 8) Cancellations
Orders may be canceled before production begins.
- Custom orders cannot be canceled once production has started
- If materials or work has already begun, a cancellation fee may apply
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## 9) Contact Us
If you have questions about returns, refunds, or warranty claims, contact us:
**Longhorn Customz LLC**
**Email:** longhorncustomz@gmail.com
**Location:** Dayton, Ohio, United States
We typically respond within **24–48 business hours**
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