QUALITY GUARANTEE & ORDER POLICY
Last Updated: February 11, 2026

At Underbase (Direction Vert Inc.), we are committed to delivering high-quality custom products manufactured to your specifications. Because most of our items are made-to-order, this Guarantee outlines the conditions under which remedies may be available.

  1. MADE-TO-ORDER PRODUCTS

All products are manufactured based on customer-provided designs, selections, and specifications. Production begins shortly after order confirmation.

For this reason, all sales are considered final once production has started, except in the situations described below.

  1. DEFECTIVE OR PRODUCTION ERRORS

If a product contains a manufacturing defect or an error caused solely by us, we will, at our discretion:

• Replace the product, or
• Issue a refund for the affected item

To qualify, you must contact Customer Care within 7 days of delivery and provide clear photographic evidence of the issue.

  1. CUSTOMER DESIGN RESPONSIBILITY

Customers are solely responsible for reviewing and approving all design elements prior to ordering. Underbase is not responsible for issues resulting from:

• Spelling, grammar, or punctuation errors
• Low-resolution or poor-quality uploaded images
• Incorrect sizing, color, or product selection
• Layout or design mistakes introduced by the customer
• Approved proof errors

We do not automatically proof or edit customer-submitted designs.

  1. NON-REFUNDABLE CIRCUMSTANCES

Refunds or replacements will not be issued for:

• Customer design errors
• Change of mind
• Incorrect sizing or product choice
• Minor color variations inherent to digital printing
• Shipping delays beyond our control

  1. DELIVERY & SHIPPING

Delivery timelines are estimates. Carrier delays, customs processing, or events outside our control do not qualify for refunds.

  1. LIMITED SATISFACTION CONSIDERATION

If you are dissatisfied for reasons not covered above, you may contact us within 30 days of delivery. While custom products are generally non-refundable, we may — at our sole discretion — offer store credit or other goodwill remedies.

  1. INSPECTION REQUIREMENT

Customers are responsible for inspecting products upon receipt. Continued use or alteration of a product constitutes acceptance.

  1. LIMITATION

This Guarantee is limited to the original purchaser and applies only to products purchased directly from Underbase.

Nothing in this policy limits consumer rights that cannot legally be excluded under Québec law.

For assistance, contact:

Customer Care
info@underbase.ca
Underbase — Direction Vert Inc.
54 rue du Roi, Sorel-Tracy, QC

END OF GUARANTEE

 

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