Return & Refund Policy
At Netecom, we want you to be satisfied with your purchase. If there is a problem with your order, please contact us so we can review the issue and determine the appropriate solution.
Because our products include both standard and personalized items, return and refund eligibility depends on the type of product and the reason for the request.
1. Personalized & Custom Products
Many Netecom products are made specifically for each customer, including personalized gifts, custom photo products, memorial products, and other products created using customer-provided information or images.
Because these products are made specifically for you, we generally cannot accept returns or exchanges due to change of mind, personal preference, or incorrect personalization information provided by the customer.
However, personalized and custom products may be eligible for a replacement or refund if:
- The item arrives damaged.
- You receive the wrong product.
- There is a manufacturing or printing defect.
- The product has a significant quality issue.
- The finished product does not match the personalization details that were correctly provided and approved by the customer.
Please contact us within 14 days of delivery if you experience one of these issues.
2. Custom Photo Coloring Books
Custom photo coloring books are individually created using photos and information submitted by the customer.
Because each book is specifically produced for the customer, we cannot accept returns or exchanges due to:
- Change of mind
- Personal preference
- Incorrect photos submitted by the customer
- Poor-quality or unsuitable photos provided by the customer
- Incorrect personalization information provided by the customer
If the coloring book arrives damaged, contains a production defect, or does not correspond to the customization information correctly provided by the customer, please contact us within 14 days of delivery.
We will review the issue and provide an appropriate solution.
3. Non-Personalized Products
Eligible non-personalized products may be returned within 30 days of delivery.
To be eligible for a return:
- The product must be unused.
- The product must be in its original condition.
- The product must not have been altered or damaged after delivery.
- The customer must provide the order number and relevant information about the return request.
Personalized and custom products are generally not eligible for return due to change of mind or personal preference. Please see the Personalized & Custom Products section above for applicable exceptions.
Please contact us before sending an item back. We will provide return instructions when a return is approved.
4. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 14 days of delivery.
Please provide:
- Order number
- Photos of the item
- Photos of the packaging, when applicable
- A brief description of the issue
After reviewing the information, we may offer:
- A replacement
- A partial refund
- A full refund
- Another appropriate solution
For damaged or incorrect products, please do not return the item unless we specifically instruct you to do so.
5. Wrong or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order is returned, undeliverable, or otherwise affected because an incorrect or incomplete address was provided by the customer, we will review the situation individually.
Additional shipping or replacement costs may apply if a new shipment is required because of an incorrect address provided by the customer.
If you notice an address error after placing your order, please contact us within 24 hours of placing your order. We cannot guarantee that an address can be changed once production or shipment has begun.
6. Lost or Delivered Packages
If tracking information shows that an order has been delivered but you cannot locate it, please first check:
- Your mailbox or delivery area
- Around your property
- With household members
- With neighbors
- With the carrier using the tracking information provided
If you still cannot locate the package, please contact us with your order number and tracking information.
We will review the shipment status and available delivery information and assist you based on the circumstances.
Cases involving carrier-confirmed delivery, incorrect addresses, or other delivery issues will be reviewed individually.
7. Order Cancellation
If you need to cancel an order, please contact us within 24 hours of placing your order.
After the 24-hour period, cancellation may no longer be possible because production may have started.
Because some products may enter production shortly after an order is received, cancellation may not be possible once production has started.
For personalized and custom products, cancellation may not be possible once personalization or production has begun.
If a cancellation is approved before production begins, the applicable refund will be issued to the original payment method.
8. Order Changes
If you need to change personalization information, photos, product options, or other order details, please contact us within 24 hours of placing your order.
We will do our best to accommodate your request, but changes cannot be guaranteed once production has started.
For custom products, customers are responsible for reviewing the information they provide before production begins.
9. Refunds
When a refund is approved, it will be issued to the original payment method used for the purchase.
Once we process your refund, please allow 3–10 business days for the funds to appear in your account, depending on your bank, credit card company, or payment provider.
The actual time may vary depending on the financial institution.
10. Return Shipping
For approved returns of eligible non-personalized products, the customer may be responsible for return shipping costs unless the return is due to an item being defective, damaged, or incorrectly fulfilled.
For damaged, defective, or incorrectly fulfilled products, we will review the situation and provide appropriate instructions before any return is made.
11. Exchanges
We do not generally offer direct exchanges for personalized or custom products.
If you receive a damaged, defective, or incorrect product, please contact us within 14 days of delivery.
We will review the issue and determine whether a replacement, refund, or another solution is appropriate.
12. Contact Us
If you have questions about a return, refund, replacement, or issue with your order, please contact us:
Email: support@netecomus.com
Phone: +1 (303) 927-0723
Business Address: 1500 N Grant St, Ste R, Denver, CO 80203, United States
Support Hours:
Monday–Friday
9:00 AM–5:00 PM Eastern Time
Please include your order number when contacting us about an existing order so that we can assist you more efficiently.