At Customiseu.com, every product is crafted with care and attention to detail. Most of our items are custom-printed, made-to-order, or handcrafted, which means each product is created uniquely for you. Because of this, our refund and return policy differs slightly from standard retail policies.
We value your satisfaction and aim to make every purchase a positive experience. Please read this policy carefully to understand your rights and our obligations.
1. Custom & Personalized Products
Since our products are custom-made or personalized, we generally cannot accept returns or offer refunds once an order has been confirmed and sent into production.
Refunds or replacements will only be offered in cases of defective, damaged, or incorrect items (see Section 3 below).
2. Order Cancellations
Orders can only be cancelled if production or customization has not yet started.
Once an order has entered production or customization, cancellation requests
will no longer be accepted, as materials and labor may have already been
committed to your personalized product.
To request a cancellation, customers must contact contact@customiseu.com
as soon as possible, providing the order number and full contact details.
3. Damaged, Defective, or Incorrect Orders
If your item arrives damaged, defective, or not as described, we’re happy to replace it or issue a refund.
Please follow these steps:
1. Contact us within 7 days of delivery at contact@customiseu.com.
2. Include:
Your order number
A clear description of the issue
Photos of the product and packaging showing the defect or error
3. Once verified, we will offer one of the following:
A replacement of the same item (if possible),or
A full or partial refund to your original payment method
Note: We may request that you return the defective item before sending a replacement.
4. Non-Returnable Items
Design or Artwork Variations
Minor variations in color, texture, size, placement, or print quality between the final
product and the on-screen design preview shall not be considered defects. Such differences may occur due to:
Variations in display settings and screen resolutions
Differences in printing processes, fabric textures, or ink absorption
Manual craftsmanship inherent to handmade or custom-printed products
Customer-Approved Designs
If a customer has reviewed and approved a digital proof, design mock-up, or sample before production, any subsequent issues—such as spelling mistakes, typographical errors, or design inaccuracies present in the approved file—will not qualify for a refund or replacement.
5. Contact Us
If you have questions about this policy or wish to initiate a refund or replacement
request, please contact us at:
- contact@customiseu.com
- Or use the live chat feature on our website.
