Refund policy

Our main goal is for you to be completely satisfied with your purchase. If, for any reason, you are not happy with your order or if something doesn't seem right, please do not hesitate to contact us via email, and we will do our best to resolve the issue for you.

Furthermore, please be aware that by placing an order, you acknowledge and accept all the terms and conditions outlined below.

CANCELLATION & MODIFICATION

If you change your mind about your purchase, please sending us an email to support@customee.com, provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

You may cancel or modify your order within 2 hours of placing it. After this time period, your order will be processed and cannot be cancelled or modified.

Please be informed that:

• As soon as a Personalized Order is complete, it is locked for processing, and no further adjustments or modifications can be made. We recommend that you thoroughly review all details before placing your order to ensure that all personalized information is accurate and complete.
• Please note that if your order requires modifications, we cannot guarantee timely delivery, particularly during the holiday season. This is because any necessary changes may take longer to implement with the manufacturer, which could result in a delay in the delivery of your order.

NOTE: Kindly note that by making a purchase, you are indicating your acceptance of all the terms and conditions stated above.

REPLACEMENT OR RETURN

As our products are custom printed and made-to-order, we only accept returns or replacements for items that have a major problem or defect. Since each item is unique, we cannot accept returns or replacements for any other reason.

If you wish to request a return or replacement for your order, please notify us within 30 days of receiving the item, due to the following major reasons:

• The products have been crashed or damaged
• The print quality is blurry or not the same as pictures in our website
• Different design or size from your order.
• For personalized products, we are not responsible for compensation if you send poor quality pictures (smaller our required resolution) or misspelled the custom name. Please check our example in custom box to make sure your final request before order. We will appreciate your time.

Please note that our products are made-to-order and produced based on market demand, and as a result, they are not always readily available. Additionally, please be aware that the images used to advertise our products may differ slightly in color from the actual item due to variations in lighting during the photo shooting process, or differences in monitor displays. Therefore, please allow for a 20% difference between the advertised images and the actual item that you receive.

If the problem with your item is considered major, we reserve the right to either replace the product or issue a refund within a reasonable amount of time. In such cases, you may be asked to hold onto the product while we process your request.

Please contact our Customer Support team to start the complaint process. You should include the following information for better support:

• Order number
• Video or photo of the faulty product
• If your claim is in regards to a printing error, please include photographs of the error.
• If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
• Complete delivery address
  
• Contact telephone number
  

In the unlikely event that you wish to request a refund, please send the item back to us. Upon receiving your return, we will inspect the item and send you an email notification to confirm that we have received it. We will also inform you of whether your refund has been approved or rejected. If your refund is approved, we will process it, and the credit will be automatically applied to your original method of payment or credit card, within a certain number of days. Please note that we believe our products are of high quality, and we hope that you will be satisfied with your purchase.

There are certain situations where only partial refunds are granted (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

Note:

• Our return center is located outside the UK.
• If you choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued.

INCORRECT ADDRESS

For orders shipped to the wrong address due to a customer inputting the incorrect address:

- We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be destroyed right after they come back to the manufacture's warehouse)

- Please be noted that replacements for these cases will not be free of charge so please be extremely careful when entering your shipping address.

At Customee, providing excellent customer service is our top priority. We are committed to doing everything we can to ensure your satisfaction with our products and services. Thank you for considering us, and please feel free to contact us here if you have any questions or concerns.