Graphique
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Returns and Refunds

Last updated: 12 October 2026

Every Graphique souvenir is made to order with your names, photos and event details, and we print only after you approve your design preview. A personalized item cannot be sold to anyone else, so we do not accept returns or give refunds for a change of mind.

If your order arrives damaged, has a printing defect, or does not match the preview you approved, we will make it right at no cost to you.

This policy covers orders placed on this website and orders placed through our Facebook and Instagram pages.

Check your preview carefully

Your preview is the last chance to change anything. Before you approve it, check:

  • the spelling of every name;
  • the event date, age and venue;
  • the photo, the colors and the theme;
  • the item, the option and the quantity.

Ask us for changes before you approve. Once you approve, your order goes into production, and we print exactly what is on the preview.

What we will fix

  • Damaged on arrival: broken, cracked, crushed or scratched pieces.
  • Printing defects: smudged, faded, peeling or misaligned prints.
  • Not what you approved: a design, text or photo that differs from your approved preview, or the wrong item or option.
  • Missing pieces: fewer pieces than you paid for.

For any of these, we reprint the affected pieces and deliver them to you, and we pay for the replacement delivery. If we cannot reprint them in time for your event, we refund those pieces instead.

What we cannot accept

  • Change of mind, or ordering more pieces than you need.
  • Mistakes that were already in the preview you approved, such as a misspelled name.
  • A canceled or moved event after you approved the preview.
  • Small color differences between your screen and the printed item. Every phone and monitor shows color a little differently.
  • Small variations in handmade finishing, such as ribbon, glitter or packaging.
  • Damage from use, heat, water or storage after delivery.

How to report a problem

  1. For damaged, wrong or missing pieces, contact us within 48 hours of receiving your order, while the box and packing are still with you. For a printing defect that only shows later, such as a print peeling off, contact us as soon as you notice it.
  2. Send your order number and clear photos of the affected pieces and the box they came in. An unboxing video helps us a lot.
  3. Keep the affected pieces until we reply. We usually do not need them back. If we do, we arrange and pay for the return.

We reply within one working day and tell you whether we will reprint or refund.

Damage during delivery

We pack every order carefully and photograph it before it leaves us.

  • If we book the rider for you, report any damage to us as above and we will handle it.
  • If you book the rider yourself, the order is in the rider’s care once we hand it over. Report the damage to Lalamove or Grab through their app. We will send you our packing photos to support your claim.

Canceling an order

  • Before you approve your preview: you can cancel and we will refund you in full.
  • After you approve your preview: your order is already in production, so it can no longer be canceled or refunded.

How refunds are paid

We refund to the payment method you used: card, GCash, Maya or PayPal. Once we send a refund, it usually shows up within 5–10 working days for cards and PayPal, and sooner for e-wallets, depending on your bank or provider.

Delivery fees are paid directly to the Lalamove or Grab rider, so we cannot refund them.

Your rights under the law

Nothing in this policy limits your rights under the Consumer Act of the Philippines (Republic Act No. 7394) or other Philippine law.

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