Terms & Conditions

Article 1 About these Terms
1.1 Scope of these TermsThese Terms set out the terms on which we supply you any products, services or digital content we provide.

1.2 Why read these terms? Please read these terms carefully before you order. They tell you who we are, how we provide your products, how you and we can change or end the contract, what to do if there is a problem, and other important information. If you think there is an error in these terms, please contact us.

1.3 Customer category (business or consumer)
Certain parts of these Terms and Conditions may apply to you depending on whether you are a business or a consumer.

You are considered a "Consumer" if:

If you are an individual

You are purchasing the product primarily for your own personal use (i.e. use not related to your business, trade or profession)

You are considered a "business" if:

You are purchasing goods for purposes related to your business, trade, occupation or professional activities

1.4 If you are a business, these terms and conditions constitute the entire agreement between you and us for the purchase. You acknowledge that you have not relied on any statement, promise, representation or warranty made by us or anyone acting on our behalf that is not set out in these terms and conditions, and agree that you will not bring any claim based on any honest or negligent misrepresentation or misrepresentation.

Article 2. Information about us and how to contact us
2.1 About us (※You must enter your company name and legal information here)

2.2 How to Contact Us You can contact our customer service department by phone at +86-579-85031530 or email at service@vograce.com.

2.3 How we may contact you If we wish to contact you, we will do so at the telephone number, email address or postal address that you provide to us when placing your order.

2.4 "Written" includes email When we use the words "written" or "written" in these Terms, this also includes email.

Article 3: Contract with Customer
3.1 How we accept your order When we accept your order, we will let you know by email. At that point a contract will come into existence between you and us.

3.2 If we are unable to accept your order, we will inform you in writing (by email etc.) and you will not be charged for the products. Reasons for refusal to accept your order may include, but are not limited to, the product being out of stock, unforeseen resource constraints, the discovery of an error in the price or description of the product, or our inability to meet your requested delivery date.

3.3 Order Number: Once your order is accepted, we will assign an order number to it and notify you. If you have any queries regarding your order, please quote your order number to facilitate our assistance.

3.4 Terms and Conditions To purchase our products, you must meet the following conditions:

(a) You are 13 years of age or older (or, if you are under 13, you have parental permission);
(b) you have a credit or debit card that is accepted by us;
(c) You are authorized to use the credit or debit card (e.g., you own the card or have permission to use it);
Article 4: About our products
4.1 Products may vary slightly from images Product images displayed on our website are for illustrative purposes only. Whilst we endeavour to accurately display the colours of the actual product, we cannot guarantee that colours will appear exactly as they appear on your device and therefore the actual product may vary slightly from the images displayed.

4.2 Product Packaging The packaging of the products may vary from the images shown on the Website.

4.3 Characteristics of Custom-Made Products All our products are custom-made to order for you. To ensure that your product meets your requirements, please note the following points:

4.4 Artwork Data All products will be produced based on the artwork data you submit. Please make sure that the data is correct. We are not responsible for any defects caused by submitted files.

4.5 Regarding color: Digital printing may cause slight color differences, but we conduct quality control daily and strive to keep the color within the acceptable range.

We take great care in the production of our products, but it is technically difficult to achieve 100% exact color matching during printing. The printed colors will be very close, but there may be slight differences between each printing lot.

4.6 Registration marks (cut lines) When producing acrylic products, we recommend that you leave registration marks (margins) of about 2 mm from the edge of the artwork file. We will not be held responsible for defective products caused by not following our instructions, even though we have warned you in advance.

4.7 Sizes and Measurements: If we manufacture products to your requested size, you are responsible for the accuracy of the measurements. We are not responsible for defects caused by incorrect measurements. Sizes include the edges of charms and holes and are measured by the "longest side" and not the size of the design itself.

4.8 If you request proofs, we will send you proof images of your artwork prior to production. Once you have approved the proofs, they will be deemed accurate and ready for production. We will not be liable for any errors not corrected after approval.

4.9 Sample Request If you would like to check the finish before placing a large order, we recommend purchasing a sample.

4.9 (cont.) Samples We provide samples of all our products to ensure your satisfaction in the following areas:

(a) Our manufacturing process
(b) Typographical accuracy
(c) Print quality
(d) How your design choices will be reflected on the product

Please note that it may take 2-10 business days to produce a sample, and additional costs may apply.

Please note that if you decline to purchase a sample of a custom product made for you, we cannot be held responsible for any defects resulting from errors in the files submitted or failure to comply with our product guidelines, and because samples are custom products, they cannot be cancelled or returned even if you later change your mind (see clause 8.4).

4.10 Small parts and swallowing hazards Our products contain small parts that may pose a choking hazard if swallowed accidentally. Never give to children under 3 years of age. Keep all products out of reach of infants. We are not responsible for any use of the product after purchase.

Article 5: Changes to Orders by Customers If production has already begun after an order has been placed, the order cannot be changed. However, if you wish to change an item you have already ordered, please contact us. We will check whether the change is possible, and if so, inform you of the price, delivery date, and other matters that may be required for the change. We will then confirm whether you wish to make the change.

Article 6 Changes by the Company
6.1 Minor Changes We may make minor changes to the Products or these Terms to reflect changes in applicable laws and regulations, evolution of technology, changes to payment methods, changes to system functionality, etc.

6.2 Material Changes We may also make significant changes to these Terms or the Products as necessary, as will be announced in the product descriptions on our website. If we make such changes, we will notify you before the changes take effect. If you do not agree to the changes, you may end the contract and receive a refund for any Products you have already paid for but not yet provided.

Article 7: Provision of Products
7.1 Delivery charges Delivery charges are as displayed on our website.

7.2 International Shipping If you wish to ship your product outside of China, customs duties and taxes may be imposed upon you. These taxes and duties must be paid by the buyer.

Duties and fees on international orders are determined by the government in accordance with the laws of the destination country and may be charged by the shipping carrier before or at the time of delivery. Please check with your local postal authority for more information regarding customs fees and taxes.

If the buyer does not pay the shipping costs to receive the item or if the item is abandoned, no refund will be given. We strongly recommend that you respond within 7-14 days according to local regulations.

7.3 When you place your order, we will tell you when you expect your products to be delivered. We will deliver your products as soon as possible, usually within 30 days of the date on which we accept your order.

7.4 Delays due to Force Majeure If delivery is delayed by factors outside our control, we will contact you promptly and try to minimise the effect of the delay. If we do this, we will not be liable for losses caused by the delay. However, if the delay is likely to be significant, you may end the contract and ask for a refund for any goods not yet provided (but not if the goods are already 'in production' or have already been partially produced).

7.5 What to do if you are not at home If you are not at home when the parcel is delivered and it cannot be placed in your mailbox, we will leave a note with instructions on how to redeliver it or collect it from your nearest office.

7.6 If you fail to redeliver or collect the parcel, we will contact you to ask for instructions. We may charge you a storage fee and a redelivery fee. If we are unable to contact you despite reasonable efforts and are therefore unable to deliver or collect the parcel, we may terminate the contract (Article 10.2 applies).

7.7 Ownership and Liability for Products Ownership of the Products passes to you upon delivery by us to your specified address.

7.8 When does ownership of the goods become established? Ownership of the goods becomes yours once we have received full payment for them.

7.9 Failure to provide information If you do not provide us with information necessary for the provision of the products (e.g. artwork data), we may terminate the contract or charge you additional work fees. We are not liable for any delays in delivery caused by late provision of information.

7.10 Reasons for Suspending Supply We may suspend the supply of Goods to you for the following reasons:

(a) To address technical issues and minor technical changes
(b) Adapting to changes in laws and regulations
(c) Changes at your request or as notified by us (see Section 6)

7.11 Your rights in the event of a suspension of supplies We will notify you in advance of any suspension of supplies, except in the case of an emergency or unforeseen problem. If production has not yet begun and the goods are "in production" or only partially made, you may end the contract and, for a period exceeding 10 days, we will refund any advance payments for any unsupplied goods.

7.12 Suspension for Non-Payment If you fail to pay for the Products by the due date, we may, on notice to you, suspend supply of the Products until the outstanding amount is paid. Unless you dispute the non-payment, we will not charge you for the Products during any period of suspension and may charge you late payment interest in accordance with clause 14.6.

Article 8: Your rights regarding termination of the contract
8.1 Your rights to terminate the contract Depending on the reason for termination, the following rights apply:

(a) If the product is faulty or not as described: you have statutory rights to repair, replace or get a partial or full refund (consumers - see article 12; businesses - see article 13);
(b) You want to end the contract because of our actions or anticipated actions (see Section 8.2).

8.2 If we end the contract because of our actions The contract will end immediately and you will receive a full or partial refund for any goods not yet made or provided, or may be entitled to compensation, if:

(a) If you do not agree with the changes to the Products or Terms (see Article 6)
(b) There was an error in the price or description.
(c) When there is a possibility that the supply may be significantly delayed due to unforeseen circumstances.
(d) Where supply is suspended for technical reasons for a period of more than two weeks.
(e) If the item is incorrect and we are responsible for re-producing it, we will refund the price of the incorrect item if you wish to receive a refund.

If the product has already been manufactured or partly manufactured for reasons other than those listed above (a) to (e), the customer will be responsible for the cost of that part.

8.3 Consumers' right to end a contract if they "change their mind" For products purchased online, consumers generally have a legal right to end the contract and receive a refund within 14 days.

8.4 If you cannot cancel the contract if you "change your mind" The above right of withdrawal does not apply if:

(a) Custom-ordered or individually personalized products
(b) Products which, after delivery, cannot be separated from other items

Article 9 How to terminate the contract
9.1 How to notify us of termination If you wish to terminate this contract, you may do so by contacting us in one of the following ways:

(a) By phone or email: Contact Customer Service at +86-579-85031530 or service@vograce.com and include your name, address, order information, phone number, and email address.

9.2 Return of Goods after Termination of the Contract If you terminate the contract after delivery or receipt, please do not return the goods unless instructed to do so by a VOGRACE representative.

9.3 Return shipping costs We will cover the shipping costs for the return of the goods in the following cases:

(a) If the product is defective or not as described
(b) Causes caused by us (such as a pricing or description error, significant delay, or the enforcement of contractual rights).
(c) If proof of mailing (tracking number, etc.) can be confirmed

9.4 Refund Policy If you are eligible for a refund, we will refund the price of the product and any shipping charges to you using the same method of payment, except that we may make some deductions (see below for details).

9.5 Refund timing Refunds will be made as soon as possible.

Article 10 Termination of the contract by our company
10.1 Termination for breach of contract by you We may end the contract at any time by giving you written notice if:

(a) If the customer fails to pay the fee by the due date
(b) If you are unable to provide us with information necessary to provide you with the products (e.g. artwork data) within a reasonable period of time
(c) You fail to deliver or collect the goods within a reasonable time.
(d) If the artwork data you submit contains any of the following:
(i) any content that is defamatory towards any particular individual; (ii) any content that is obscene, hateful or inflammatory; (iii) any content that is sexually explicit or violent; (iv) any content that discriminates on the basis of race, sex, religion, nationality, disability, sexual orientation or age; or (v) any content that infringes the intellectual property rights of any third party.
(e) If you behave in an insulting or threatening manner towards our staff.

10.2 Obligations to indemnify you for breach of contract If we end the contract under clause 10.1 above, we will refund any sums you have prepaid for goods not yet provided, but we will deduct or charge you separately for our reasonable costs incurred as a result of the breach.

10.3 Discontinuance of Products If we discontinue supplying a particular product we will give you at least one month's notice and will refund any prepayment for such product.

Article 11 If you have any questions or complaints about the product, please contact us at the following details:
Tel: +86 13362934940
Email: service@vograce.com

Article 12 Consumer rights regarding defective products
12.1 Conformity obligations If you are a consumer, we are under a legal obligation to supply you with goods that conform to this contract.

12.2 Obligation to return defective goods (this means that rejected goods must be returned)

Article 13 Business Owner's Rights Regarding Defective Products
13.1 Warranty If you are a business, we guarantee that at the time of delivery of the Goods:

(a) Conforms to the product description and specifications
(b) Free from material defects in design, materials and workmanship.
(c) the goods are of satisfactory quality
(d) Suitable for the intended use.

13.2 What we do about defective products We have the option to repair, replace or fully refund the defective product if:

(a) if you give us written notice of the defect within a reasonable time after you discover it;
(b) We have had a reasonable opportunity to inspect the goods.
(c) The product is returned at our expense.

13.3 Cases not covered by the warranty The warranty does not apply in the following cases:

(a) If you continue to use the product after giving notice
(b) You have not complied with our instructions (or accepted commercial practice) regarding the storage, installation, use or maintenance of the Products.
(c) Defects arising as a result of following designs and specifications specified by you
(d) if you have altered or repaired the goods without our written consent
(e) Defects caused by normal wear and tear, intentional damage, negligence or improper use.

13.4 Limitation of Our Liability. Except as expressly set out in this Article 13, we shall have no liability whatsoever in relation to the above warranty.

13.5 Application to Repaired or Replacement Goods. The terms of this Article will also apply to repaired or replacement Goods provided under Article 13.2.

Article 14. Prices and Payment
14.1 Product Pricing The price of the product is the price shown on the order page. We make every effort to ensure that the prices shown are accurate, but if you notice a price error in your order, please see clause 14.3.

14.2 Changes in Value Added Tax (VAT) If the rate of VAT changes between the date of your order and the date the products are supplied to you, we will adjust the amount of VAT you pay accordingly, unless you have paid in full before the rate change.

14.3 What to do if there are pricing errors Despite our best efforts, it is possible that the goods may be priced incorrectly. We will normally check the price before you order, and if the correct price is lower than the stated price, we will charge the lower amount. On the other hand, if the correct price is higher than the stated price, we will seek your instructions. If the price is clearly a misstatement, which you could have reasonably recognised as an error, we may end the contract and refund any amounts already paid and require the return of any goods already delivered.

14.4 Timing and Method of Payment We accept payment by credit card, debit card and PayPal. Payment for the Products is due at the time of ordering on the Website.

14.5 Prohibition of offsetting (for businesses)
If you are a business customer, you must pay all amounts due to us without offset, counterclaim, deduction or withholding (except as required by law).

14.6 Late payment interest (※ Although there is no specific interest rate stated in the original text, interest may be charged for late payments)

Article 15 Our liability for damage suffered by consumers
15.1 Liability for Foreseeable Damages We are liable for foreseeable damages suffered by you as a result of our breach of these Terms or our failure to exercise reasonable care. Foreseeable damages are those that are clearly expected to occur or that both you and we were aware of at the time of entering into the contract. However, we are not liable for unforeseeable damages.

Article 17 Handling of Personal Information
17.1 How we use your personal information We will only use your personal information in accordance with the policy set out on our website.

Article 18 Other Important Matters
18.1 Liability for Third Party Intellectual Property Rights. If you submit artwork files which contain copyrighted material of a third party, we will not be liable for any resulting intellectual property infringement claims.

If we reasonably believe that the artwork you provide is not your intellectual property, we have the right to cancel the contract and production of the products.

18.2 Transfer of Contract We may transfer our rights and obligations under this Contract to another entity. We will notify you in writing of any transfer so that your rights will not be affected.

18.3 No Third Party Rights. This Agreement is between you and us, and no third party has any rights to enforce any term of this Agreement. No third party consent is required to modify or terminate the Agreement.

18.4 If any provision of this Agreement is found to be invalid, the remaining provisions will remain in full force and effect.

18.5 Delay in Enforcing Rights Is Not a Waiver If we do not enforce any right under this Agreement immediately, it does not mean we will lose the right to enforce it later. For example, if you make a late payment but we do not charge you immediately, we will retain our right to charge you at a later date.

Governing Law These Terms of Use and any other agreements regarding the services we provide you shall be governed by and construed in accordance with English law.