return policy
Effective Date: 9/19/2025
At City-Gates, we value your satisfaction with our creative services and digital products. Please review our return and refund policy below:
1. Services (EPKs, Design, Audio, Branding, and Storefront Setup)
Due to the custom nature of creative services, all sales are considered final once work has commenced.
Refunds are not available after project initiation. However, we are committed to revisions in accordance with the scope of work agreed upon.
If a project is canceled before work begins, a full refund will be issued.
2. Digital Products (Templates, Downloads, Assets)
Digital products are non-refundable once delivered or downloaded.
If you encounter an error with a file or cannot access your download, please contact us within 7 days of purchase, and we will provide a corrected file at no additional cost.
3. Physical Merchandise (Print-on-Demand, Apparel, Accessories)
Merchandise produced through print-on-demand partners (e.g., clothing, accessories) is made to order.
Returns are accepted only in cases of:
Defective or damaged items upon arrival
Incorrect product or size shipped
Requests must be submitted within 14 days of delivery, with photo documentation of the issue.
Items returned for reasons such as buyer’s remorse, wrong size ordered, or color preference will not be eligible for refunds or exchanges.
4. How to Initiate a Return or Issue
To request a refund or report an issue, please email [support@city-gates.com] with:
Order number
Description of the issue
Photo evidence (for physical merchandise)
We will review your request and provide resolution steps within 5 business days.
5. Processing Refunds
Approved refunds will be issued to the original method of payment.
Processing times may vary by your bank or payment provider, typically 5–10 business days.
6. Policy Updates
City-Gates reserves the right to update or modify this Return & Refund Policy at any time. All changes will be posted on this page with the updated effective date.