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Refund and Returns Policy

Thank you for choosing to shop with customartz. If, however, you are not satisfied with your purchase, please email us within 30 days of receiving your item to arrange a return. We recommend that you read the following regulations carefully before making a purchase:

SECTION 1: Cancellation

You may cancel your order within 12 hours of purchase and receive a full refund. After this time, your order will be in production and cannot be modified, except for the shipping address. We can still correct/modify the shipping address before shipping it out.

SECTION 2: Returns Condition (If Applicable)

Ⅰ: Refundable

If you would like to return your purchase for any reason within 30 days of receipt, the product must meet the following conditions:

  • We accept returns postmarked within 30 days of the original purchase date.
  • The item must be unused and in the same condition as when it was received.
  • All original packaging and accessories (including warranty cards and product manuals/instructions) must be included.
  • The item arrived damaged, broken, or twisted.
  • The size or color of the item received is incorrect.
  • If you ordered the product by mistake or are not satisfied with the product.

If you meet these conditions, you can return the product for a full refund. You will be responsible for all shipping and other related costs.

Ⅱ: Non-refundable

After 30 days of receiving the product, we cannot offer a refund or exchange. Items that have been opened or used are considered non-refundable. Please note that all returns must be in their original condition and packaging. If a customer refuses to sign for an order without reason, we will not issue a refund. If the customer chooses the wrong model, we reserve the right to refuse a refund. The customer must ensure that the shipping address is correct and valid. If the order cannot be delivered due to an invalid address, we will not issue a refund. We do not accept returns for worn, damaged, or altered items. You will need to pay the shipping cost for the return. Please do not return the product to the manufacturer; we require a receipt or proof of purchase.

Note: Custom-order or personalized items do not qualify for the 30-day refund. Please email us for further instructions on how to return your order. Returns without prior communication with us will not be accepted. Please confirm the correct return address with our customer service. Consumers are responsible for the return shipping fee, which will vary depending on the express company you choose.

SECTION 3: Return Shipping Fee & Restocking Fee

If we made an error in processing your order, please return the unopened product in the same package and include a copy of the invoice. After receiving the return, we will ship the correct product without additional shipping costs. Otherwise, consumers are responsible for the return shipping fee, which will vary depending on the express company you choose. We will not charge a restocking fee for returns.

SECTION 4: Return Process

If you meet the above requirements, please email to initiate the return process. The process is as follows:

  • Send us your tracking number, detailed information about the issue, and evidence of damage (pictures or videos) to the received item/package.
  • Your request will be processed and confirmed via email within 72 hours on working days.
  • If the situation is true, we will send you an email with refund/exchange information.
  • If you need to return the item, please follow the return policy requirements.
  • Once your return is received and inspected, your refund or exchange will be processed within 5 business days.
  • If you require a refund, it will be issued to your original payment account.

SECTION 5: Refund Process

Once we receive the returned item, we will verify the condition of the product and issue a refund. The refund process may take a few days due to bank processing delays. Refunds will be credited back to the original form of payment used to place the order.

If you paid with PayPal, the refund will be made to your PayPal account within 24 hours. If you paid with a debit or credit card, the refund may take 3-15 working days, depending on your bank’s processing time.

Please Note:

We reserve the right to refuse returns that are not in their original condition or returned without our previous knowledge. We are not responsible for lost or damaged returns, so please keep the receipt with tracking information. All PayPal payments can only be refunded through PayPal, and all credit card payments will only be refunded to the original credit card.

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