Refund policy

Refund and Return Policy

Last updated: September 16, 2026

Thank you for shopping with Customori.

Many of our products are personalized or made specifically for each customer. For this reason, they generally cannot be returned, exchanged, or refunded because of a change of mind.

However, if your product arrives damaged, defective, incorrect, or materially different from your approved order, we will work with you to provide an appropriate resolution.

Please read this policy before placing your order.

Personalized and Made-to-Order Products

Personalized and made-to-order products are created using the photographs, names, dates, messages, sizes, colors, and other options selected or provided by the customer.

Because these products cannot normally be resold, we do not accept returns, exchanges, or refund requests for:

  • Changes of mind

  • Accidental purchases

  • Incorrect sizes or variants selected by the customer

  • Misspelled names or incorrect information submitted by the customer

  • Customer dissatisfaction with an approved design or preview

  • Low-quality results caused by a low-resolution, blurry, dark, cropped, or unsuitable customer image

  • Orders that are no longer wanted after production has started

  • Delivery delays within the estimated delivery period

  • Minor differences between a digital preview and the finished physical product

This restriction does not apply when the product is damaged, defective, incorrectly produced, or materially different from the order placed.

Eligible Issues

Please contact us if your order arrives:

  • Damaged during delivery

  • Defective because of a production or manufacturing problem

  • Printed, engraved, or embroidered incorrectly because of our error

  • In the wrong product, size, or color compared with your order confirmation

  • With incorrect personalization that does not match the information you submitted

  • Materially different from an approved preview

  • Missing an item included in your order

If your claim is approved, we may provide:

  • A replacement at no additional cost

  • A reprint or reproduction

  • A refund to the original payment method

  • Another reasonable resolution agreed upon with you

The appropriate resolution will depend on the nature of the issue, product availability, and whether the problem can be corrected with a replacement.

Reporting a Damaged, Defective, or Incorrect Item

You must contact us within 7 days of the recorded delivery date.

Send your request to:

support@customori.com

Please include:

  • Your full name

  • Your order number

  • A description of the problem

  • A clear photograph of the complete product

  • Close-up photographs showing the damage, defect, or incorrect details

  • A photograph of the shipping label

  • Photographs of the packaging if the package was damaged

  • A short video where photographs cannot clearly demonstrate the issue

Please keep the product and all original packaging until your request has been reviewed.

Claims submitted without sufficient photographs, videos, or order information may take longer to investigate.

Do not return an item before receiving instructions from Customori.

Items Damaged During Shipping

If your product arrives damaged, contact us within 7 days of delivery and provide photographs of:

  • The damaged product

  • The outer packaging

  • The inner packaging

  • The shipping label

After reviewing the evidence, we will arrange an appropriate replacement or refund if the damage is confirmed.

Customers do not need to purchase optional shipping protection to report an item that arrived damaged because of shipping or fulfillment.

Incorrect Items

If you receive a product that does not match your order confirmation, contact us within 7 days of delivery.

Examples include:

  • A different product

  • An incorrect size or color

  • Another customer’s personalized product

  • Incorrect personalization caused by our production error

If the mistake is confirmed, we will provide a replacement or another appropriate resolution at no additional cost.

You may be asked to return the incorrect product. If the return is required because of a confirmed Customori or fulfillment error, we will provide return instructions and cover reasonable return shipping costs.

Incorrect Size Selected by the Customer

Please review the product size chart carefully before ordering.

If you receive the size shown on your order confirmation, the product is not considered incorrect, even if it does not fit as expected.

Personalized products cannot normally be exchanged because the customer selected the wrong size.

If the size label or measurements materially differ from the size ordered or from the stated product specifications, contact us with photographs and measurements so we can investigate.

Customer-Provided Information

Customers are responsible for reviewing all personalization information before submitting an order, including:

  • Names and spelling

  • Dates

  • Messages

  • Photographs

  • Product size

  • Product color

  • Design options

  • Shipping address

We generally produce the product using the information submitted with the order.

We cannot provide a free replacement or refund when the final product accurately reflects incorrect information supplied or approved by the customer.

If you discover an error after ordering, contact us immediately. We will try to help, but changes cannot be guaranteed after design work or production has started.

Digital Previews and Design Approval

Some personalized products may include a digital preview or proof.

Customers are responsible for carefully checking:

  • Spelling and text

  • Photograph selection

  • Subject placement

  • Design layout

  • Product options

  • Other personalized details

Once a design is approved, we cannot provide a free replacement or refund for details that were visible in the approved preview.

Digital previews are intended to show the general design and composition. Colors may appear slightly different on the finished product because of screen settings, printing methods, materials, lighting, and normal production tolerances.

Acceptable Product Variations

Because our products may be individually printed, sewn, engraved, embroidered, or handmade, minor variations may occur.

The following are not normally considered defects:

  • Slight color differences

  • Minor differences in print placement

  • Small variations in measurements

  • Differences caused by monitor or phone display settings

  • Natural variation in fabric, wood, acrylic, or other materials

  • Minor differences between a digital mockup and a physical product

  • Small changes required to fit the selected product format

If the difference materially affects the design or makes the product unusable, contact us so we can review the issue.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at support@customori.com.

We will try to accommodate your request if design work or production has not started.

Because personalized orders may enter production shortly after being placed, changes and cancellations are not guaranteed.

Once design work, printing, engraving, embroidery, manufacturing, or fulfillment has started, the order cannot normally be canceled or refunded.

If we approve a cancellation before production begins, the refund will be issued to the original payment method.

Lost Packages

If tracking shows that a package has been lost in transit or the carrier confirms that it cannot be located, contact us so we can investigate.

Depending on the investigation, we may provide a replacement or refund.

Claims regarding packages that have not arrived must be submitted within 30 days after the estimated delivery date.

A delay does not automatically mean that a package is lost. We may need to wait for the carrier’s investigation or for the applicable delivery period to pass before approving a replacement or refund.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it:

  1. Confirm that the shipping address is correct.

  2. Check your mailbox, porch, garage, side entrance, and other delivery locations.

  3. Ask household members, neighbors, reception staff, or building management.

  4. Allow up to 48 hours because some carriers mark packages as delivered shortly before arrival.

  5. Contact the shipping carrier with your tracking number.

If the package is still missing, contact us so we can assist with an investigation.

Carrier delivery confirmation may be used as evidence of delivery. Refunds or replacements for packages marked as delivered are reviewed individually and are not guaranteed when the carrier confirms successful delivery to the address provided.

Incorrect or Incomplete Shipping Address

Customers are responsible for entering a complete and accurate shipping address.

Customori is not responsible for failed delivery caused by an incorrect or incomplete address submitted by the customer.

If a personalized order is returned to the sender, we may offer reshipment after the customer confirms the correct address and pays the applicable reshipping cost.

Personalized products returned because of an incorrect address, refusal, or failure to collect the package are generally not eligible for a refund.

Returns

Do not send any product back without contacting us and receiving return authorization.

Unauthorized returns may not be accepted or refunded.

If a return is required, we will provide the correct return address and instructions. The return address may be different from the address shown on the original package.

Products must be returned in the condition in which they were received, unless the return concerns a documented defect or shipping damage.

When a return results from a confirmed Customori or fulfillment error, Customori will cover the authorized return shipping cost.

Non-Returnable and Non-Refundable Items

Except where required by law or where the item is damaged, defective, or incorrectly produced, the following are not eligible for return or refund:

  • Personalized or custom-made products

  • Products accurately made according to customer instructions

  • Customer-approved designs

  • Gift cards

  • Digital products or downloadable files

  • Items damaged through misuse or improper care

  • Items showing normal wear and tear

  • Items altered, washed, worn, or used after delivery

  • Free promotional products

  • Unauthorized returns

  • Requests submitted outside the applicable claim period

Sale or discounted products remain eligible for assistance if they arrive damaged, defective, or incorrect.

Optional Shipping Protection

If Customori offers optional shipping protection at checkout, its additional benefits and coverage will be described separately.

Purchasing optional protection does not remove any rights you may have when Customori or our fulfillment partner sends an incorrect, damaged, or defective product.

Refund Processing

If your refund is approved, it will be issued to your original payment method.

Please allow up to 10 business days after approval for Customori to process the refund. Your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional time to post the funds to your account.

Original shipping charges are generally non-refundable unless the refund results from a confirmed Customori or fulfillment error or applicable law requires otherwise.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at support@customori.com.

Exchanges

Because personalized products are made specifically for each customer, we do not offer standard exchanges.

If you receive an incorrect or defective product, contact us through the claim process above. When approved, we may provide a replacement rather than a traditional exchange.

Consumer Rights

Nothing in this Refund and Return Policy excludes or limits any consumer right that cannot legally be waived.

Where applicable law provides greater protection than this policy, the applicable legal requirement will control.

Contact Us

For questions, claims, or assistance with an order, contact:

Customori
Email: support@customori.com
Website: https://customori.com

Please include your order number in all messages so we can assist you more quickly.