Return & Refund Policy

Last Updated: March 6, 2026

These are the terms and conditions (the “Policy”) that apply when you make a purchase from CustoJoy. By placing an order through our website, you accept this Policy and agree to be bound by it.

Because these terms may be updated from time to time, we recommend reviewing this Policy before placing a new order. If you have any questions about this Policy or your order, please contact us at https://custojoy.com/contact-us/ or email [email protected].

Most made-to-order, customized, or personalized items are not eligible for returns due to customer remorse.
If an item arrives damaged, defective, incorrect, or does not match the order because of our error, customers must contact us within 30 days of delivery.
Approved claims may receive a free replacement or a full refund.
In most approved cases, customers are not required to return the physical item.

1. Cancellation Policy

• 12-Hour Cancellation Window: You may request to cancel your order within 12 hours of placing it for a full refund.
• After 12 Hours: Once an order has entered processing or production, it can no longer be canceled.
• How to Request: Please contact us as soon as possible and include your order number in your message. Cancellation requests should be sent to [email protected].

2. Return Eligibility

Because many of our products are made to order, customized, or personalized, we ask customers to carefully review all product details before submitting an order, including size, color, style, and personalization information.

Customized or personalized items are generally not eligible for return or refund unless the problem is caused by us. We only accept return, replacement, or refund requests when one of the following applies:

• The item received is damaged or defective.
• The wrong item, wrong style, or wrong design was received.
• The item received does not match the order details due to our error.
• The print or product has a clear manufacturing defect.

We do not accept returns, refunds, or exchanges for reasons such as change of mind, incorrect size selected by the customer, spelling or personalization details submitted incorrectly by the customer, or other subjective preferences that are not caused by our error.

3. How to Report an Issue

If there is an issue with your order caused by us, please contact us within 30 days of delivery at [email protected].

To help us review your request, please include:

• Your Order Number
• Clear photos showing the issue
• A brief explanation of the problem

Photos should clearly show the defect, damage, incorrect item, incorrect design, or other issue being reported. Requests submitted without sufficient photo evidence may take longer to review.

4. Resolution Options

Once your claim is reviewed and approved, we will determine the appropriate resolution based on the issue. In most approved cases, we will provide one of the following:

1. A free replacement, or
2. A full refund

In most cases involving damaged, defective, incorrect, or misprinted items, customers are not required to return the physical product. If a return is exceptionally required, we will provide instructions by email before any return is sent.

Replacement orders are typically processed within 3–5 business days. Shipping time after replacement follows our standard shipping timeline.

5. Refund Processing

• Original Payment Method: Approved refunds are issued to the original payment method used at checkout.
• Refund Processing Time: Once approved, refunds are typically processed within 1–5 business days.
• Bank Processing Time: Your bank or payment provider may take an additional 3–7 business days to post the funds to your account.
• Business Days Only: Refund timelines are calculated in business days and do not include weekends or public holidays.

6. Exchanges

We do not offer traditional exchanges for made-to-order, customized, or personalized items.

However, if the problem is caused by us, such as a damaged item, incorrect product, wrong design, or manufacturing defect, we will review the case and provide an appropriate solution under this Policy. Customers do not need to place a new order before contacting us about an issue caused by us.

7. Contact Information

If you have any questions about this Policy or need help with your order, please contact us using the information below: