Return & Refund Policy
Last Updated: January 2026
At CustMake, every piece of jewelry, night light, or keychain is crafted uniquely for you. Unlike standard products that can be restocked and resold, your custom gift is one-of-a-kind.
1. General Rule: All Sales Final
❌ Non-Returnable Policy
Due to the personalized nature of our products, we cannot accept returns, exchanges, or refunds for "Change of Mind" once production has started.
This includes reasons such as:
- "I decided I don't want it anymore."
- "I made a spelling mistake when ordering."
- "I uploaded the wrong photo."
Please double-check your spelling and photo quality before placing your order!
2. Our "Happy Guarantee" (Damaged/Defective)
While we don't accept returns for preference, we stand by our quality 100%.
✅ Free Replacement / Full Refund
If your order arrives damaged, broken, or with a manufacturing error (e.g., we engraved the wrong name), we will send you a FREE REPLACEMENT immediately.
How to claim:
- Contact us at [email protected] within 7 days of delivery.
- Attach a clear photo of the damaged item.
- No need to return the broken item; keep it or recycle it. We will ship a new one.
3. Lost in Transit Coverage
We know shipping internationally can be stressful. We've got you covered.
If your package tracking shows no movement for more than 30 days, or if the carrier confirms it is "Lost," we will offer you two options:
- Reshipment: We will make and send a new one for free (Priority).
- Refund: We will issue a full refund to your original payment method.
*Note: If tracking shows "Delivered" but you can't find it, please check with neighbors or your local post office first. We generally do not refund packages marked as "Delivered" by the carrier to prevent fraud.*
4. Customer Input Errors
Since we copy and paste the text/names exactly as you type them, we cannot offer refunds for typos made by the customer.
Similarly, for photo products (projection necklaces/lamps), we use the image file exactly as uploaded. If the uploaded photo was blurry or dark, the final result will reflect that. We highly recommend uploading high-resolution, bright photos.
5. Cancellation Policy
You may cancel or modify your order within 2 hours of placing it free of charge.
After 2 hours, your order enters production (design & materials prep). Cancellations after this point may be subject to a 30% material fee.
Questions?
Email us at [email protected]