Refund policy

Refund and Return Policy

Thank you for choosing ProperPins for your custom enamel merch! Because every order is 100% custom-made to your specific design and requirements, our return and refund policies are outlined below.

No Returns or Exchanges Due to the highly customized nature of our products, we do not accept returns or exchanges for any reason. Once a custom order goes into production, the sale is final. We cannot accept returns if you change your mind, no longer need the pins, or if there were errors in the artwork/proof that you approved prior to production.

Refunds and Remakes (Order Issues) We stand by the quality of our work! If there is a definitive error or defect with your order, we want to make it right. We offer partial or full refunds, or a complete remake of the defective pins, under the following circumstances:

  • Manufacturing Defects: There are significant flaws in the enamel filling, metal plating, or physical structure of the pin.

  • Production Errors: The final product clearly deviates from the final digital proof you approved (e.g., completely incorrect enamel colors, missing design elements, or the wrong metal plating).

  • Incorrect Quantity: You received fewer pins than you ordered.

What Does NOT Qualify for a Refund or Remake Please note that the following situations are not eligible for refunds or remakes:

  • Approved Errors: Spelling mistakes, sizing issues, or design flaws that were present in the digital proof you approved.

  • Slight Color Variations: Due to the physical nature of mixing enamel paints, slight color variations from your digital screen to the physical pin are normal and expected.

  • Minor Imperfections: Small, barely visible surface scratches or dust specks are standard in the enamel pin manufacturing process and do not constitute a defective batch.

How to Report an Issue If you believe there is a problem with your order, please follow these steps:

  1. Contact Us: Email us at info@properpins.com within 14 days of receiving your delivery.

  2. Provide Details: Include your Order Number and a brief description of the issue.

  3. Attach Photos: You must attach clear, well-lit photos showing the defect or error on the pins. If the issue affects multiple pins, please provide a photo showing the affected pins together so we can verify the quantity.

Once we receive your email, we will review the issue within 1-3 business days and work with you to arrange either a refund for the affected pins or an expedited remake of the defective batch.