Policies

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OUR POLICIES

LIVEWIRE CREATIVE SERVICES, INC

Customer satisfaction is our primary goal, if you are unsatisfied, please contact Customer Service immediately so that we may resolve the issue.

*** PROOF APPROVAL POLICY ***

Please check all proofs, plans, drawings and renderings very carefully. All artwork must be approved by the customer before we move forward with any order. While care has been taken to follow your instructions in the preparation of the proof, it is ultimately your responsibility to ensure ALL details are correct.

Be sure to check all aspects of the proof including sizes, fonts, fabrication specs, installation methods, spelling, grammar, layout, colors and design before approving work. LiveWire is not responsible for any costs or liability associated with errors or omissions once this proof has been approved.

If a proof containing errors is approved, the client is responsible for payment of all original costs plus any costs for revisions or reprints.

The client is also fully responsible for approvals of any Copyrights, Trademarks or Licensing Agreements for all provided artwork.

Proofs are for conceptual purposes. All colors displayed may look slightly different in person than on your computer screen or paper printout due to individual monitor or printer color settings.

And due to fabrication constraints details such as the layout, size, or color may change slightly in the final product from what was specified. This will be considered acceptable common practice in our industry and the client will not reject products for this reason. We do not “color-match”, we are able to do color-approximation.

All quoted turnaround times and project schedules begin once the proof is approved. Standard printing turnaround is 3-5 days from proof approval depending on our current workload. Fabrication and other more complicated projects will take longer. A rush fee (~20-50%) may be applied for requests shorter than 3 days.

All renderings and designs created by LiveWire are the property of LiveWire and can not be reproduced or manufactured without written permission from LiveWire. An artwork release fee of $350 will apply if you choose to have someone else produce your project using our plans.

By approving this proof, either by physically signing off on the proof sheet or by electronic means (email reply), the client releases LiveWire, and any third party we contract, from liability of any kind. Your approval is also contractually binding for your payment for all services and products produced by us.

These rules are meant to provide an understanding of our proof approval process and to ensure all parties are aware of the importance of this process.

*** ORDER CANCELLATION POLICY ***

ORDERS THAT HAVE ALREADY BEEN PRODUCED, SHIPPED, INSTALLED, OR DELIVERED MAY NOT BE CANCELED.

ALL CUSTOM MANUFACTURED OR PRIVATE LABEL ORDERS MAY NOT BE CANCELLED FOR FULL REFUND IF PRODUCTION HAS BEGUN.

ALL CREDIT CARD PAYMENTS ARE FINAL AND CAN NOT BE DISPUTED TO AVOID PAYMENT. FOLLOW OUR POLICIES BELOW FOR REFUND/EXCHANGE. YOUR APPROVAL OF OUR PROOFS OR JOB DETAILS IS YOUR AUTHORIZATION FOR US TO CHARGE YOUR CARD.

To request a cancellation of an order you must contact customer service BEFORE it is produced, ships, is installed or delivered. If Customer Service is able to cancel your order, you will be sent a confirmation email that your order has been canceled, please keep this for your records.

When contacting customer service to cancel an order, please be ready to provide your name, the order number, your email address, and other contact information.

If you do cancel your order after it has been logged-in, you will be assessed a 15% cancellation fee plus any costs before credit is issued.

Deposits paid on orders that are not completed due to customer delay or non-response will not be refundable after 60 days and will convert to store credit only.

Customers wishing to return an order that has already shipped must follow our Product Return Policy Information listed here. Orders, which are refused at delivery, will not be accepted for refunds and may be returned to the sender at the sender’s expense.

PRODUCT RETURN/REFUND POLICY

ALL PRODUCTS ARE NON-RETURNABLE AND NON-REFUNDABLE EXCEPT FOR DEFECTIVE OR DAMAGED GOODS. SEE DAMAGED GOODS TERMS.

PRODUCTS THAT HAVE BEEN USED OR INSTALLED ARE NON-RETURNABLE AND NON-REFUNDABLE, NO EXCEPTIONS.

SHIPPING CHARGES ARE NON- REFUNDABLE.

IMPORTANT: Please inspect all items that arrive in a damaged shipping box. Make a note on the delivery slip indicating as such. If product is damaged contact customer service within 24 hours and we will begin the claim process for the damaged goods.

DAMAGED GOODS: Any claims for damaged items or discrepancies (for example: missing items in your order) must be submitted to our Customer Service Department within 24 hours after delivery and noted on the delivery slip. You must notify Customer Service by e-mail or telephone. We will not be responsible for, nor issue a refund or exchange, if notified after 24 hours.

Defective or damaged materials will be exchanged with the same or similar product at no additional cost to you, as long as you have a valid RETURN MERCHANDISE AUTHORIZATION (RMA) and provide proof of damage acceptable to us. Plus, all materials will be inspected to determine whether the item appears to have been defective or damaged by you or during shipping. Any exchange to you may be affected by our determination.

NON-DAMAGED GOODS: You may return unopened, and non-custom manufactured items by contacting our Customer Service department within 3 days of receipt for a valid RMA. A 20% restocking charge and a US$5.00 refund charge will be levied on all authorized returns. Shipping charges, other shipping related duties and/or other taxes incurred by us regarding the return will also be deducted from your refund.

ALL RETURNS: All returns must be sent in the original package, in the same condition it was received and must be accompanied by a valid RETURN MERCHANDISE AUTHORIZATION (RMA) issued by Customer Service. To obtain an RMA, please follow the instructions below./>p

Unauthorized returns, refused shipments, returns that do not include a valid RMA or are received at the improper address will not be accepted for refunds and may be returned to the sender at the sender’s expense.

We do not match any company’s guarantees and/or warranties.

Steps to complete a Return Merchandise Authorization (RMA) – All Returns

1. Call our Customer Service Department at 714-777-7850 to request a Return Merchandise Authorization
(RMA) within the time limits specified above. You will receive an email confirmation of your request, please keep this for your records.

2. Write your reason for returning the product and the RMA number on the invoice or sales receipt you received with your order and include in the package.

3. Please pack the product in its original packaging. If original packaging was damaged then pack all in a new shipping container.

4. The RMA MUST be written underneath your return address at the top left of the shipping package being returned.

5. Mail back the product PROMPTLY, pre-paid postage by you.

6. Please keep a copy of all receipts, invoices, and communications for your records.

7. Returns that do not include the RMA or are received at the improper address may be returned to the sender at the sender’s expense.

8. Failure to follow any of these instructions may affect your refund or exchange.

RMA’s, which are not received at our location within 10 business days of issue, are void and will NOT be honored.

For all approved refunds, please allow 7-14 business days after our warehouse receives your package for a refund to be processed to your credit card or account.

Contact Customer Service at:

Telephone: 714-777-7850

Email: support@livewireweb.com

LiveWire Creative Services, Anaheim, CA

Note: LiveWire Creative Services, Inc is also referenced as “LiveWire”.

LiveWire is a Woman Owned Small Business (WOSB) located in a Federal HUBZone.