Return & Refund Policy

Cancellation & Modification:

 

  1. If you change your mind about your purchase and no longer desire the item, please email us within 2 hours of placing your order.
  2. If you need to modify your design, please email us within 12 hours of placing your order.
  3. If you need to modify your address information, please email us within 48 hours of placing your order.
Please be informed that:
  • Please understand that after a limited time, the order will be locked and cannot be modified or canceled.
  • We are not guaranteed to deliver your order promptly if your order needs design modification as it will take us much longer to process your order.

     

    30-day Refund/Replacement Policy:

    • The following reasons are covered by our 30-day Refund/Replacement Policy. In the cases below, you have the option of a refund or a replacement:
    1. Defective received items – damaged, fractured, or unable to function correctly.
    2. Lost/missing items.
    3. Incorrect – the received item differs in size, color, or customization.
    4. Significantly different from the description or sample shown to you
    Please note that in other cases (not mentioned above) we only offer partial refunds (excluding the shipping fee). In special circumstances, depending on the situation, the final decision regarding refunds is at our discretion to ensure that both the customer's and our needs are met.
    • To initiate a claim, please email us at support@customomo.com and ensure to provide the following details:
    1. Order number
    2. Video/photo clearly showing the defective product. For printing errors, include photographs highlighting the issue. For print size or placement concerns, include a measuring tape, stick, or ruler in the photos of affected items.
    3. Photo of the shipping label, which should be clear and show the tracking number information.
    4. Clear and detailed address or contact information for replacement.

     

    Our support team will carefully review the images/videos of the defective item. If eligible, we will promptly resend the product at no extra cost. In rare instances where a replacement isn't feasible, we'll reimburse you the full cost of the eligible product, including shipping costs.

    • The following reasons are NOT covered by our 30-day Refund/Replacement Policy. We are not liable for these issues:

     

    1. Requesting a refund beyond the 30-day refund/replacement policy period.
    2. Change your mind and no longer desire the item.
    3. Intention to request modifications to the size, color, or customization of the received item.
    4. Selection of an incorrect size, address, product, or custom information, among other details.
    5. Damage incurred due to improper use, mishandling, or insufficient maintenance of the product.

     

    Please note that if the parcel is not delivered due to address, phone number or other issues, you will need to pay extra shipping cost if you are offered a replacement, the extra cost of the replacement depends on the product you have purchased.

    Return Policy:

    All of our items are made-to-order, which means that when you place an order, we print that item(s) specifically for you based on your customization information. That's why we offer a "No Need To Return" policy in some cases, which means you don't have to return the item to us when you are offered a refund or a replacement.

    You do not need to return the item(s) as this would cost you valuable time and money. All you need to do is provide us with details and photos of the item you have received and we will sort it out for you on a case-by-case basis.


    NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.