Return and Refund Policy

 

At CustAmaze, we value every purchase and stand 100% behind the quality of our products. Our goal is to ensure your satisfaction with every custom order. Please review our return and refund policy below:

1. General Policy

We take pride in the craftsmanship of our personalized products. However, we understand that issues may occasionally arise, and we're here to help.

Damage or Defects:

  • If your item arrives damaged or defective, please contact us within 5 days of delivery.
  • Send us photos of the damage or defect, and we will promptly resolve the issue by offering either a replacement or a refund.

2. Non-Returnable Items

Personalized Products:

  • Please Note: Due to the custom nature of our products, all personalized items are non-returnable and non-refundable unless they arrive damaged or defective.
  • Each personalized product is made-to-order specifically for you, and as such, we cannot accept returns or exchanges for items that are correctly produced according to the specifications provided at the time of order.

3. Refund and Replacement Service Procedure

If you receive a damaged or defective product, follow these steps to request a refund or replacement:

Step 1:
Contact our Customer Service Team at hello@custamazegifts.com.

Step 2:
Provide details of your request, including photos of the damaged or defective item and the packaging it arrived in. Make sure to include a clear image of the shipping label to assist us in processing your request.

Step 3:
Once we receive your request, we will review it promptly. If approved, you will receive either a refund or a replacement for the item.

4. Refunds and Exchanges

Refunds:

  • Refunds are only issued for products that arrive damaged, defective, or incorrectly fulfilled.
  • We do not provide refunds for personalized products that are correctly made according to your order details.

Exchanges:

  • If you receive an item that is not the correct size or design due to an error on our part, please contact us immediately.
  • We will arrange for an exchange at no additional cost to you.

5. Order Cancellations

Cancellation Policy:

  • Due to the personalized nature of our products, cancellations are only accepted within 3 hours of placing the order.
  • After this period, production begins, and the order cannot be canceled or altered.

6. Shipping Delays

Shipping Information:

  • While we strive to meet our shipping estimates, delays may occur that are beyond our control.
  • No refunds will be issued for items delayed in transit.

7. Approval Process for Custom Designs

Design Approval:

  • You will receive a digital mock-up of your custom design within 1-3 business days for approval.
  • Two revisions are available at no additional cost.
  • If we do not receive your approval within 24 hours, we will proceed with production to avoid delays.

8. Contact Information

If you have any questions or need assistance with your order, please contact us at hello@custamazegifts.com. We are here to ensure your satisfaction with CustAmaze.