Last Updated: 19th February, 2025
At The CustomX, we strive to provide high-quality customized products that meet your expectations. Since our products are personalized and made to order, we have a strict return and refund policy. Please read the following terms carefully before making a purchase.
1. Return Policy
Due to the custom nature of our products, we generally do not accept returns or exchanges, except in the following cases:
✅ Defective or Damaged Products – If you receive a product that is damaged or defective due to manufacturing or shipping errors.
✅ Incorrect Product Received – If the item you receive is not the one you ordered (wrong design, size, or color).
Conditions for Return Eligibility:
To be eligible for a return, the following conditions must be met:
- The product must be unused, unworn, and in its original packaging.
- A request for return must be made within 7 days of delivery.
- Clear photos or videos of the issue must be provided as proof.
2. Refund Policy
We offer refunds under the following circumstances:
✅ Order Cancellation (Before Processing):
- You may request a full refund if you cancel your order within 24 hours of placing it.
- Once the customization or production process has started, cancellations are not allowed.
✅ Damaged, Defective, or Incorrect Products:
- If your return is approved, you may choose between a replacement or a full refund.
- Refunds will be processed within 7-10 business days after approval.
🚫 Non-Refundable Cases:
❌ Personalized products with incorrect information provided by the customer (e.g., typos, wrong sizes, or wrong design choices).
❌ Slight color variations due to screen differences.
❌ Any product that has been used, washed, or damaged by the customer.
❌ Late return requests (beyond the specified period).
3. Exchange Policy
We do not offer direct exchanges for customized products. However, if you receive a defective item, we can replace it with the same product.
4. How to Request a Return or Refund
If you qualify for a return or refund, follow these steps:
📩 Step 1: Email us at shop@thecustomx.com with your order number, a brief description of the issue, and photos/videos of the product.
📦 Step 2: If approved, we will provide instructions on how to return the item (if applicable).
💰 Step 3: Once we receive and inspect the returned item, we will process your refund/replacement.
5. Contact Us
If you have any questions regarding our Return & Refund Policy, feel free to reach out to us:
📩 Email: contact@thecustomx.com
🌍 Website: www.thecustomx.com