Return & Refund Policy
Last Updated: April 2026
At CustMake, we strive to ensure your complete satisfaction. Because our catalog includes both highly personalized gifts and ready-to-ship items (DIY kits & trending products), our return policy varies depending on the type of item you purchased.
1. Ready-to-Ship Items (DIY Kits & Trending Finds)
30-Day Standard Returns
If you simply changed your mind or don't like the product, we accept returns within 30 days of delivery.
- Items must be unused, in their original packaging, and in the same condition that you received them.
- Return Shipping: Customers are responsible for the return shipping costs to our designated local partner warehouse in your region.
2. Custom & Personalized Gifts
Non-Returnable for "Change of Mind"
Due to the unique, made-to-order nature of personalized products, we cannot accept returns or offer refunds for preference-based reasons once production has started.
This includes customer errors such as typos or uploading low-resolution photos. Please double-check your spelling and photo quality before ordering.
3. Damaged, Defective, or Logistics Issues
We stand by our quality 100%. If your order (custom or standard) arrives damaged, has a manufacturing error, or is confirmed lost in transit, we've got you covered.
Free Replacement / Refund (No Return Needed)
Depending on the situation, we will offer a full/partial refund, or send a free replacement immediately. In most cases of defects or logistics failure, you will NOT need to return the item to us.
4. How to Request a Return or Refund
To ensure a smooth process, please follow these steps:
- Submit a Request: Click the "Returns" link located at the bottom footer of our website. Fill out the required information and submit the form.
- Review: Our support team will review your request and contact you within 3 - 5 business days with the next steps or a local return warehouse address.
- Refund Processing: Once your return is received and inspected (or your defect claim is approved), we will process your refund. The credit will automatically be applied to your original payment method within 3 - 7 business days.
5. Cancellation Policy
You may cancel or modify your order within 2 hours of placing it free of charge. After 2 hours, custom orders enter production and may be subject to a 30% material fee. Standard items may have already been dispatched.
Questions?
Email us at [email protected]