RETURN & EXCHANGE POLICY
Last Updated: February 11, 2026
At Underbase (Direction Vert Inc.), most of our products are custom-made to order. Because each item is produced specifically to your specifications, our return policy is designed to balance customer satisfaction with the nature of personalized manufacturing.
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CUSTOM-MADE PRODUCTS — FINAL SALE
All customized or made-to-order products are considered final sale once production has begun.
Returns or exchanges are not accepted for:
• Change of mind
• Incorrect size or product selection
• Customer design or artwork errors
• Low-resolution or poor-quality uploaded images
• Minor color or placement variations inherent to digital printing
Customers are responsible for reviewing all details prior to placing an order.
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DEFECTIVE OR INCORRECT ITEMS
If you receive a product that is defective or differs materially from your approved order due to our error, you may request a replacement or refund.
To qualify:
• You must contact Customer Care within 7 days of delivery
• You must provide clear photographic evidence
• The item must be unused and in original condition
We reserve the right to inspect and determine eligibility.
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NON-CUSTOM (STANDARD) PRODUCTS
If a non-custom product is eligible for return:
• Return requests must be submitted within 14 days of delivery
• Items must be unused and in original packaging
• Customer is responsible for return shipping
Refunds are issued after inspection and approval.
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SHIPPING ISSUES
Damage during shipping must be reported within 48 hours of delivery with supporting photos.
Carrier delays do not qualify for refunds or cancellations.
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RETURN AUTHORIZATION REQUIRED
All returns must be pre-approved by Customer Care. Unauthorized returns may be refused.
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REFUND METHOD
Approved refunds will be issued to the original payment method or, at our discretion, as store credit.
Shipping and processing fees are non-refundable unless required by law.
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INSPECTION & ACCEPTANCE
Customers are expected to inspect their order upon receipt. Use, washing, or alteration of a product constitutes acceptance.
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EXCLUSIONS
Returns or exchanges will not be accepted for:
• Products damaged by misuse or improper care
• Normal wear and tear
• Clearance or final sale items
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LEGAL RIGHTS
Nothing in this policy limits consumer rights that cannot legally be excluded under Québec law.
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CONTACT
To request a return or report an issue:
Customer Care
info@underbase.ca
Underbase — Direction Vert Inc.
54 rue du Roi, Sorel-Tracy, QC
END OF POLICY
