Refund policy
Every CustoGifts item is personalized and made to order using the details submitted with your purchase. Because of this, our replacement and refund rules distinguish between problems we are responsible for and changes of mind.
Items that arrive damaged, defective, or incorrect
If your item arrives damaged, has a production defect, or does not match the personalization details submitted with the order, contact us as soon as possible after delivery through our Contact page. Include:
- your order number;
- clear photos of the item and of the packaging.
Please keep the item and its packaging until we confirm the next step — additional information may be needed during review. Once the issue is verified, we will offer a replacement or a refund at no additional cost to you.
Change of mind and customer input errors
Personalized items are produced from the exact names, dates, messages, photos, and options entered at checkout, and cannot be restocked or resold. For that reason, returns or refunds are not available for a change of mind or for mistakes in the personalization details submitted with the order. Please review all details carefully before purchasing. Corrections can only be accepted within 2 hours of purchase — see our Cancellation & Modification page.
How requests are reviewed
Requests are reviewed using the order details, product type, the evidence provided, and applicable consumer law. Nothing in this policy limits any rights you have under mandatory consumer protection law in your place of residence.
Refund processing
Approved refunds are issued to the original payment method. The time for the funds to appear depends on your payment provider.
Contact
CustoGifts — Contact page · admin@custogifts.com